In this part of the project I show information gathered beforehand. Survey’s and interviews gave me different insights to the problem. I explain why I use different methods and what I got out of the methods.
Survey’s were a quick and easy tool to receive small answers from different sources. Quantitively speaking it was efficient. I discovered that personal talks are only common under employees with a permanent contract. And employees that don’t have a permanent contract mostly have to rely on employee satisfaction survey’s or other methods. By asking what alternative methods where used to ensure the employee satisfaction, I got a quick overview of the existing methods. That is how i got to the top five alternatives down below.
Interviews
I did two interviews. One with my F&B manager at the restaurant of Landal Coldehoven (employer). The other with my mother, a stewardess at KLM (employee).
Information gathered from an employer
Which methods are used for gathering information from employees? Ideas from employees can be passed on to the Food and Business manager by email, on Whatsapp(group) or in person (if passed on, mostly in person).
How are employees informed on upcoming topics? Judgment from employees, most of the time, takes place after new changes have already be made or settled on. Employees on the park only get a informative presentation twice a year (if you are present). This presentation is concluding the statistics of the present year in comparison with the year before. Other information goes ear to ear.
How does implementing a new idea work at Landal Coldehoven? The headquarters of Landal implements ‘’improvements’’ and Landal Coldehoven works as a pilot for the other parks. The ideas come mainly from the headquarters but the F&B manager can make suggestions to the park manager. The F&B manager doesn’t exactly know where the new ideas are based on.
Why isn’t Landal gathering more information from employees? The F&B manager says she gladly excepts any kind of tools useful to gather information. There hasn’t been much experimented with the gathering of information besides the existing tools. Maybe a well-arranged overview, which doesn’t take to much of her time, but still gives a good overlook on the employee work satisfaction. More time means more money has to be invested.
Information gathered from an employee
What current methods are used to gather useful information from you? Like experienced issues on the work floor. KLM works with different apps. These apps serve different functions. The interesting apps for work-related feedback within KLM is the news the Yammer app. The Yammer app lets employees give feedback on the given topics or just about whatever they want. It works as a social hub within the company and creates a way of a communication between every person within the company. It doesn’t matter what your function is. You can post topics and comment on them. Besides the app, there is also a person available via mail, who can be reached in case of any personal issues.
How are you kept up-to-date with the newest changes within the company? The news app keeps employees within the company up to date with the latest changes. For example: experienced issues, new solutions, events and future plans.
Do you feel actively involved within the company? Sometimes yes, sometimes no. It is a big company so she gets if not everyone feels actively involved.
User needs statement
The gathered information can be translated into the the User Needs Statement, which is displayed below.
To define this user need statement further, two journey maps are made. One for the employee and one for the employee.
The situation displayed above is one which is built from a catering experience. This method tells me that the problem is most of the time passed on to a supervisor but you will have to ask if a change has been made.
This situation which is displayed above is also one which is built from a catering experience. This method tells me that the received information from employees will create an unclear overview of the total of amount of problems that are present. This is a problem for a supervisor of boss because they can’t solve problems efficiently. The root-cause will be blinded because of all the symptoms that are indicated by employees.
In 1.2 the ideation phase is illustrated together with the requirement of the solution.
Time spend for empathy and define : 2,5 hour
- Summary of importance of the survey: 0,5 hour
- Summary of importance interviews: 1 hour
- Summary user need statement and journey maps: 1 hour
Employee satisfaction 