T HE H UMAN S IDE OF AS/NZ 10002:2014 How behaviour and culture affects the success of your standard implementation Dr. Jason Price SOCAP Symposium 19 th August 2015 2 Agenda Research behind employee attitude Why this matters to SOCAP managers Implications for your AS/NZ standards project Price Perrott Limited 2015 All Rights Reserved. v0.02 3 Employee attitudes and complaints data Price Perrott Limited 2015 All Rights Reserved. v0.02 4 Why do dissatisfied customers not complain? Price Perrott Limited 2015 All Rights Reserved. v0.02 Source: Vorhees et al (2006) 5 Where do the dissatisfied go to complain? Price Perrott Limited 2015 All Rights Reserved. v0.02 Source: Goodman (1999), quoted in Luria et al (2009) 6 Employee attitude to complaints Price Perrott Limited 2015 All Rights Reserved. v0.02 Source: Luria et al (2009) 7 Factors that affect employee discretion Price Perrott Limited 2015 All Rights Reserved. v0.02 Source: Luria et al (2009) 8 Why this matters to SOCAP managers Price Perrott Limited 2015 All Rights Reserved. v0.02 Managers provide the leadership in establishing a complaints culture Defensive Organisational Behaviour harms culture and customer service Successful change requires people to believe in the vision and see whats in it for me? 9 Complaints Management Assessment results Price Perrott Limited 2015 All Rights Reserved. v0.02 10 CMA results Net CMA % score by section Price Perrott Limited 2015 All Rights Reserved. v0.02 11 CMA results: Net CMA % score by job role Price Perrott Limited 2015 All Rights Reserved. v0.02 12 CMA results : Customer service focus Price Perrott Limited 2015 All Rights Reserved. v0.02 13 CMA results : Improving from complaints Price Perrott Limited 2015 All Rights Reserved. v0.02 14 When might you really need to worry? Price Perrott Limited 2015 All Rights Reserved. v0.02 15 Implications for AS/NZ 10002:2014 Price Perrott Limited 2015 All Rights Reserved. v0.02 16 Behind the headlines Price Perrott Limited 2015 All Rights Reserved. v0.02 17 Summary Employee attitude affects your ability to change Managers lead in successful business change Employees follow their perceptions of managers SOCAP managers feel theyre doing quite well Private sector has a higher opinion than Government Continuous improvement is an area to focus on Price Perrott Limited 2015 All Rights Reserved. v0.02