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2004 - Proprietary and Confidential Information of Amdocs
OSBI Consulting
Summary of Key Findings and Implications
26th February 2004
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
2
The Team
Christina Donovan
Samant Sharma
Jonathon Teesdale
Nalin Singla
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
3
Overview
267 Surveys
10 Managers
10 Departments
6 Categories
Focus Groups
Relative
performance
Overall Results
Analysis for each manager
Qualitative analysis
Combining
Coding
SPSS
Category Averages
Categories
InformationData Processing
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
4
Key Findings
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2004 - Proprietary and Confidential Information of Amdocs
5
Summary of Findings (Quantitative Data)
• Areas of Improvement :– Senior managerial performance and managerial performance– Motivating and praising employees– Work environment (listening to employees)– Good compensation and benefits– Employee empowerment– Improved quality of communication
• Areas of Concern:– Lack of voice (including employees in planning and implementation of
changes)– Communication of career and development opportunities– Favoritism in the workplace; perceived glass ceiling– A lot of neutral responses– Negative sense of caring for employees’ well-being
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2004 - Proprietary and Confidential Information of Amdocs
6
Categorization
• Six Categories
– Senior Managerial Performance
– Managerial Performance
– Work Environment
– Quality of Communication
– Meaningfulness and Investments
– Compensation & Benefits
• Focus Group
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2004 - Proprietary and Confidential Information of Amdocs
7
Overall Statistics
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2004 - Proprietary and Confidential Information of Amdocs
8
Statistics - Over All
Total Employees Surveys Taken %age Response
Sandra Wightman 68 44 65%
Golan Remi 44 12 27%
Avi Caspi 75 45 60%
Avi Ashkenazi 54 28 52%
Naidu 136 58 43%
Martin Mintz 81 42 52%
Others 37 7 19%
No Mgr marked NA 30 N.A.
Blank NA 1 N.A.
Total 495 267 54%
Distribution of surveys taken
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2004 - Proprietary and Confidential Information of Amdocs
9
Statistics - Over All
0
20
40
60
80
100
120
140
160
Senior Manager
Nu
mb
er
of
Em
plo
yees
Total Employees
Surveys Taken
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
10
Statistics - Over All
• Rate your overall morale on the job at Amdocs Champaign
Low: 17%, Neutral: 39%, High: 44%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
Low High
Pe
rce
nta
ge
Of
Em
plo
ye
es
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2004 - Proprietary and Confidential Information of Amdocs
11
Statistics - Over All
• How does your morale today compare to your morale a year ago (if
applicable)
Low: 24%, Neutral: 32%, High: 44%
0%
5%
10%
15%
20%
25%
30%
35%
40%
Low High
Pe
rce
nta
ge
Of
Re
sp
on
se
s
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2004 - Proprietary and Confidential Information of Amdocs
12
Statistics - Over All
• Quality of Communication Low: 30%, Neutral: 40%, High: 30%
Low: 24%, Neutral: 35%, High: 41%
• Compensation Low: 36%, Neutral: 24%, High: 40%
Low: 27%, Neutral: 27%, High: 46%
• Benefit Program Low: 14%, Neutral: 18%, High: 68%
Low: 13%, Neutral: 17%, High: 69%
Year Ago Today
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2004 - Proprietary and Confidential Information of Amdocs
13
Statistics - Over All
• Meaningfulness and Investment Low: 25%, Neutral: 31%, High: 44%
Low: 20%, Neutral: 29%, High: 51%
• Senior Managerial Performance Low: 25%, Neutral: 38%, High: 37%
Low: 20%, Neutral: 33%, High: 46%
Year Ago Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
14
Statistics - Over All
• Managerial Performance Low: 27%, Neutral:29%, High:44%
Low: 22%, Neutral:26%, High:52%
• Work Environment Low: 33%, Neutral:34%, High:33%
Low: 29%, Neutral:30%, High:41%
Year Ago Today
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2004 - Proprietary and Confidential Information of Amdocs
15
Focus Group
• Excessive Work Hours – 54% last year, 35% this year
• Lack of respect for personal time– 45% last year, 34% this year
• Lack of an effective escalation process– 35% last year, 23% this year
• Company is recognizing wrong things (like hours worked)– 54% last year, 47% this year
• Chaotic Environment and Poor Planning– 57% last year, 47% this year
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2004 - Proprietary and Confidential Information of Amdocs
16
Overall Performance Yearly Change by Category
Overall Yearly Change
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Senior ManagerialPerformance
ManagerialPerformance
Quality ofCommunication
Work Environment Compensation andBenefits
Meaningfulness andInvestment
Category
Ave
rag
e S
core
Year Ago
Today
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2004 - Proprietary and Confidential Information of Amdocs
17
Biggest Improvements in the Previous Year
• Communication from above has increased• Less work hours, less stress• Standardization of processes (ISO)• General morale increase• Increase in management’s attentiveness to employee's needs• Introduction of leveling and career paths
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2004 - Proprietary and Confidential Information of Amdocs
18
Areas of Concern for the Coming Year
• Lack of voice (including employees in planning and implementation of changes)
• Communication of career and development opportunities• Favoritism in the workplace; perceived glass ceiling• General apathy • Negative sense of caring for employees’ well-being• Continuing the trend of improvement
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2004 - Proprietary and Confidential Information of Amdocs
19
Qualitative Data Analysis
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20
Comments for Yossi Raveh
• Top 5 areas of concern– Decrease favoritism & cultural tension issues.
– Employee want more perks & social instruments.
– Lessen work hours and give more respect for personal time.
– Promote better communication across departments and hierarchies.
– Improve training quality & consistency for employees and managers.
• Other Recommendations– Re-evaluate the review process and system.
– Create more clearly defined work procedures.
– Improve employee appreciation and awards.
– Increase face time with employees.
– Bring back All-Hands meetings.
– Improve product process and quality and bring in more projects.
– Decrease management levels & look into complaints about management.
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2004 - Proprietary and Confidential Information of Amdocs
21
Comments for Dov Baharav
• Opportunities for Improvement:– Information Flow
– Most people do not have any idea bout Dov
– Want Bell curve to be removed( May not have been communicated properly)
– Stock Option
– More clients needed
– Review “review System”
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2004 - Proprietary and Confidential Information of Amdocs
22
Comments for Lori Malatesta
• Opportunities for Improvement:– Strictly punish non-friendly, non-professional behavior. – To make sure people respect each other at work place and not yell– Give employees in Amdocs some assurance of their future and trust. – Strive for improved benefits and conditions for working moms – Process green cards for the people who are left behind. – Recruit based only on skill and give importance to any resume that
comes from any employee, not just resumes from Managers. – Closing cultural gap. – House/vehicle loans with free or very normal interest rate.– Have one on one sessions with TL, PL, and PM to get a real picture
of the work environment. – Mandatory training for managers on handling disciplinary actions and
motivation/leadership skills. – Avoid diplomatic answers
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2004 - Proprietary and Confidential Information of Amdocs
23
Key Findings for Individual Managers
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24
Naidu
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2004 - Proprietary and Confidential Information of Amdocs
25
Naidu - Categorical performance
Naidu (48)
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
SeniorManagerial
Performance
ManagerialPerformance
Quality ofCommunication
WorkEnvironment
Compensationand Benefits
Meaningfulnessand Investment
Category
Ave
rag
e S
core
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
26
Naidu – Senior Managerial Performance
Naidu
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Seniormanager fairand honest
SeniorManager
concerned /attentive to
needs
Keptinformed
aboutcompany
happenings
Interest inAmdocs and
its future
Corporateconsiders
employeesmain assetfor success
Corporatecares for
general well-being of
employees
Corporatekeeps
employeesinformed
aboutgeneraltopics
Have faiththat
corporate willdo what is
best for longterm
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
27
Naidu – Managerial Performance
Naidu
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Gets us tow ork
effectively asa team
Gives uscredit andpraise forw ork w ell
done
Providesopportunitiesto use skills
andknow ledge
Contributes tomy
professionalgrow th
My manageris fair andhonest
Concernedabout andattentive tomy needs
Keepsinformed
about w hat ishappening inthe company
I receiveadequate
attention andrecognition
Show s abilityto motivate
hisemployees /enthusiasm
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
28
Naidu – Quality of Communication
Naidu
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Par
ticip
ate
inpl
anni
ng /
impl
emen
tatio
nof
cha
nges
Oth
erde
part
men
tsco
mm
unic
ate
wel
l with
my
depa
rtm
ent
I am
giv
en t
hein
form
atio
n I
need
to
do m
yw
ork
Car
eer
and
deve
lopm
ent
oppo
rtun
ities
Top
ics
rela
ted
to t
he d
ivis
ion
Top
ics
rela
ted
to t
he p
roje
ct
Am
docs
gene
ral t
opic
s
Year Ago
Today
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2004 - Proprietary and Confidential Information of Amdocs
29
Naidu - Meaning fullness & Investment
Naidu
0
0.51
1.5
22.5
3
3.5
44.5
5
Year Ago
Today
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2004 - Proprietary and Confidential Information of Amdocs
30
Naidu - Compensation & Benefits
Naidu
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
I am paid fairly for the job I am doing The company's employee benefits program isadequate
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
31
Naidu - Work Environment
Naidu
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
I can say what I think around hereand people do listen
Employee promotion issues aretreated with fairness
I am satisfied with the sense ofunity in my team unit
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
32
Naidu
Strengths
• Senior managerial performance went up moderately, especially
the communication from upper management.
• Managerial Performance went up moderately, especially team
spirit and managers response to the employees
• Work hours are much better and their weekends are respected
• The focus groups show a very positive trend
• Quality of communication has improved heavily
• Work environment has improved
• A positive trend in meaningfulness and Investment
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2004 - Proprietary and Confidential Information of Amdocs
33
Naidu
Opportunities for Improvement
• Employees feel that they are not heard
• Promotion issues are not handled fairly
• Compensation generally is the same with little positive inclination
• Employees feel they are not a part of the Planning & Decision
making process.
• A downward trend in the growth & training opportunities provided
• Employees do not find their job interesting enough
• Employees feel that the managers are not fair
• Meetings are not planned well and are ineffective
• Employees feel there is a “glass-ceiling” in their career growth.
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
34
Naidu - Observations
• Senior Managerial Performance:– My senior manger is concerned about and is attentive to my needs
• (17% agree, 50% disagree)
– I have a great deal of interest in Amdocs and its future
• (63% agree, 15% disagree)
• Quality of Communication:– Career & Development Opportunities
• (29% agree, 31% disagree)
– Employees in the department participate in the planning and implementation of changes affecting us
• (16% agree, 38% disagree)
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2004 - Proprietary and Confidential Information of Amdocs
35
Naidu - Focus Group
• Excessive Work Hours – 76% last year, 57% this year
• Chaotic Environment– 71% last year, 39% this year
• Non-essential disruptions– 62% last year, 47% this year
• Lack of effective escalation process– 39% last year, 20% this year
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
36
Naidu - Focus Group
• Expected to work Israeli time– 57% last year, 40% this year
• Favoritism shown in employee decisions
– 37% last year, 40% this year
• Perceived glass ceiling on career growth
– 45% last year, 51% this year
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2004 - Proprietary and Confidential Information of Amdocs
37
Avi Ashkenazi
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2004 - Proprietary and Confidential Information of Amdocs
38
Avi Ashkenazi
Avi Ashkenazi (23)
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
SeniorManagerial
Performance
ManagerialPerformance
Quality ofCommunication
WorkEnvironment
Compensationand Benefits
Meaningfulnessand Investment
Category
Ave
rag
e S
core
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
39
Avi Ashkenazi – Senior Managerial Performance
Avi Ashkenazi
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Seniormanager fairand honest
SeniorManager
concerned /attentive to
needs
Keptinformed
aboutcompany
happenings
Interest inAmdocs and
its future
Corporateconsiders
employeesmain assetfor success
Corporatecares for
general well-being of
employees
Corporatekeeps
employeesinformed
aboutgeneraltopics
Have faiththat
corporate willdo what is
best for longterm
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
40
Avi Ashkenazi – Managerial Performance
Avi Ashkenazi
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Gets us tow ork
effectively asa team
Gives uscredit andpraise forw ork w ell
done
Providesopportunitiesto use skills
andknow ledge
Contributes tomy
professionalgrow th
My manageris fair andhonest
Concernedabout andattentive tomy needs
Keepsinformed
about w hat ishappening inthe company
I receiveadequate
attention andrecognition
Show s abilityto motivate
hisemployees /enthusiasm
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
41
Avi Ashkenazi – Quality of Communication
Avi Ashkenazi
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Par
ticip
ate
inpl
anni
ng /
impl
emen
tatio
nof
cha
nges
Oth
erde
part
men
tsco
mm
unic
ate
wel
l with
my
depa
rtm
ent
I am
giv
en t
hein
form
atio
n I
need
to
do m
yw
ork
Car
eer
and
deve
lopm
ent
oppo
rtun
ities
Top
ics
rela
ted
to t
he d
ivis
ion
Top
ics
rela
ted
to t
he p
roje
ct
Am
docs
gene
ral t
opic
s
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
42
Avi Ashkenazi – Work Environment
Avi Ashkenazi
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
I can say what I think around hereand people do listen
Employee promotion issues aretreated with fairness
I am satisfied with the sense ofunity in my team unit
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
43
Avi Ashkenazi – Compensation & Benefits
Avi Ashkenazi
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
I am paid fairly for the job I am doing The company's employee benefits program isadequate
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
44
Avi Ashkenazi – Meaningfulness & Investment
Avi Ashkenazi
00.5
11.5
22.5
33.5
44.5
5
Expec
tatio
ns rea
sona
ble a
nd re
alisti
c
My
job is
inte
rest
ing a
nd st
imul
ating
Traini
ng p
rogr
am fi
ts ne
eds
Indi
vidua
l influ
ence
of c
areer d
evelo
pmen
t
Worth
while
in jo
b
Suffic
iently
Em
power
ed
Appro
priate
tool
s to su
ceed
in jo
b
Enviro
nmen
t to
succ
eed
Recom
men
d to
frien
d as p
lace
to w
ork
I am
pro
ud to
wor
k for A
mdo
cs
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
45
Avi Ashkenazi
Strengths
• Most categories went up strongly
• Communication with employees strongly on the rise
• Attentive to employee needs
• Employees fairly happy with opportunities provided to use and
further develop their skills
• Employees feel strongly that they are being dealt with fairly and
honestly and most importantly, with care.
• Employees feel that they are getting recognition.
• Employees feel that they are paid fairly
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2004 - Proprietary and Confidential Information of Amdocs
46
Avi Ashkenazi
Opportunities for Improvement
• People don’t feel too enthusiastic about the work environment
• People feel that reviews and promotions are much fairer now
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
47
Avi Ashkenazi - Observations
• Work Environment– Employee promotion issues are treated with fairness
• (23% agree, 24% disagree)
• Managerial Performance– I receive adequate attention and recognition from my manager
• (50% agree, 23% disagree)
– My manager is concerned about and is attentive to my needs
• (52% agree, 28% disagree)
• Senior Managerial Performance– My senior manager is concerned about and is attentive to my needs
(28% improvement - swayed the most people from the neutral category here)
• (58% agree, 16% disagree)
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2004 - Proprietary and Confidential Information of Amdocs
48
Avi Ashkenazi - Focus Group
• Excessive Work Hours – 80% last year, 56% this year
• Chaotic Environment– 80% last year, 52% this year
• Favoritism shown in promotions– 35% last year, 12% this year
• Non essential disruptions– 60% last year, 34% this year
• Poor Planning– 80% last year, 76% this year
• Company is recognizing wrong things(like hours worked)– 70% last year, 71% this year
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
49
Golan Remi
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2004 - Proprietary and Confidential Information of Amdocs
50
Golan Remi
Golan Remi (7)
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
SeniorManagerial
Performance
ManagerialPerformance
Quality ofCommunication
WorkEnvironment
Compensationand Benefits
Meaningfulnessand Investment
Category
Ave
rag
e S
core
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
51
Golan Remi – Senior Managerial Performance
Golan Remi
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Seniormanager fairand honest
SeniorManager
concerned /attentive to
needs
Keptinformed
aboutcompany
happenings
Interest inAmdocs and
its future
Corporateconsiders
employeesmain assetfor success
Corporatecares for
general well-being of
employees
Corporatekeeps
employeesinformed
aboutgeneraltopics
Have faiththat
corporatewill do whatis best forlong term
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
52
Golan Remi – Managerial Performance
Golan Remi
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Gets us tow ork
effectively asa team
Gives uscredit andpraise forw ork w ell
done
Providesopportunitiesto use skills
andknow ledge
Contributes tomy
professionalgrow th
My manageris fair andhonest
Concernedabout andattentive tomy needs
Keepsinformed
about w hat ishappening inthe company
I receiveadequate
attention andrecognition
Show s abilityto motivate
hisemployees /enthusiasm
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
53
Golan Remi – Quality of Communication
Golan Remi
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Par
ticip
ate
inpl
anni
ng /
impl
emen
tatio
nof
cha
nges
Oth
erde
part
men
tsco
mm
unic
ate
wel
l with
my
depa
rtm
ent
I am
giv
en t
hein
form
atio
n I
need
to
do m
yw
ork
Car
eer
and
deve
lopm
ent
oppo
rtun
ities
Top
ics
rela
ted
to t
he d
ivis
ion
Top
ics
rela
ted
to t
he p
roje
ct
Am
docs
gene
ral t
opic
s
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
54
Golan Remi – Work Environment
Golan Remi
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
I can say what I think around hereand people do listen
Employee promotion issues aretreated with fairness
I am satisfied with the sense ofunity in my team unit
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
55
Golan Remi – Compensation & Benefits
Golan Remi
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
I am paid fairly for the job I am doing The company's employee benefits program isadequate
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
56
Golan Remi – Meaningfulness & Investment
Golan Remi
0
0.5
1
1.5
2
2.53
3.5
4
4.5
5
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
57
Golan Remi
Opportunities for Improvement
• Overall performance is stagnant
• 43% of employees doubt fairness and honesty
• Communication with employees is poor
• Team efficiency lacking
• Employees don’t feel cared about
• Employees don’t get recognition and praise
• Motivation and enthusiasm levels are low
• Team unity lacking
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
58
Golan Remi – Observations
• Quality of Communication– Employees in our department participate in the planning and
implementation of changes affecting us
• (0% agree, 43% disagree)
– Other departments communicate well with my department
• (14% agree, 43% disagree)
• Work Environment– I can say what I think around here and people do listen
• (14% agree, 57% disagree)
– Employee promotion issues are treated with fairness
• (14% agree, 43% disagree)
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
59
Golan Remi – Focus Group
• Excessive Work Hours – 86% last year, 43% this year
• Chaotic Environment– 86% last year, 57% this year
• Non-essential disruptions– 71% last year, 29% this year
• Lack of effective escalation process– 86% last year, 58% this year
• Inability to attend scheduled meetings– 50% last year, 57% this year
• Favoritism shown in promotions– 57% last year, 57% this year
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
60
Sandra Wightman
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
61
Sandra Wightman
Sandra Wightman (44)
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
SeniorManagerial
Performance
ManagerialPerformance
Quality ofCommunication
WorkEnvironment
Compensationand Benefits
Meaningfulnessand Investment
Category
Ave
rag
e S
core
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
62
Sandra Wightman – Senior Managerial Performance
Sandra Wightman
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Seniormanager fairand honest
SeniorManager
concerned /attentive to
needs
Keptinformed
aboutcompany
happenings
Interest inAmdocs and
its future
Corporateconsiders
employeesmain assetfor success
Corporatecares for
general well-being of
employees
Corporatekeeps
employeesinformed
aboutgeneraltopics
Have faiththat
corporate willdo what is
best for longterm
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
63
Sandra Wightman – Managerial Performance
Sandra Wightman
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Gets us tow ork
effectively asa team
Gives uscredit andpraise forw ork w ell
done
Providesopportunitiesto use skills
andknow ledge
Contributes tomy
professionalgrow th
My manageris fair andhonest
Concernedabout andattentive tomy needs
Keepsinformed
about w hat ishappening inthe company
I receiveadequate
attention andrecognition
Show s abilityto motivate
hisemployees /enthusiasm
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
64
Sandra Wightman – Quality of Communication
Sandra Wightman
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Par
ticip
ate
inpl
anni
ng /
impl
emen
tatio
nof
cha
nges
Oth
erde
part
men
tsco
mm
unic
ate
wel
l with
my
depa
rtm
ent
I am
giv
en t
hein
form
atio
n I
need
to
do m
yw
ork
Car
eer
and
deve
lopm
ent
oppo
rtun
ities
Top
ics
rela
ted
to t
he d
ivis
ion
Top
ics
rela
ted
to t
he p
roje
ct
Am
docs
gene
ral t
opic
s
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
65
Sandra Wightman – Work Environment
Sandra Wightman
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
I can say what I think around hereand people do listen
Employee promotion issues aretreated with fairness
I am satisfied with the sense ofunity in my team unit
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
66
Sandra Wightman – Compensation & Benefits
Sandra Wightman
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
I am paid fairly for the job I am doing The company's employee benefits program isadequate
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
67
Sandra Wightman – Meaningfulness & Investment
Sandra Wightman
0
0.51
1.5
22.5
3
3.5
44.5
5
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
68
Sandra Wightman
Strengths
• Fair, honest
• Attentive to employee needs
• Communication improved strongly
• Employees feel there are “more opportunities for career
advancement”
• Fairness in promotion
Opportunities for Improvement
• 18% employees feel there is a “glass ceiling”, improved from 32%
• General apathy on many issues
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
69
Sandra Wightman - Observations
• Work Environment– Employee promotion issues are treated with fairness
• (23% agree, 41% disagree)
• Senior Managerial Performance– Amdocs upper management cares genuinely for the well-being of its
employees
• (25% agree, 27% disagree)
• Quality of Communication– Amdocs upper management regards the employees as a main asset
for success (20% improvement here)
• (34% agree, 27% disagree)
– I have a great deal of interest in Amdocs and its future
• (86% agree, 0% disagree)
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
70
Sandra Wightman - Focus Group
• Excessive Work Hours – 46% last year, 14% this year
• Chaotic Environment– 59% last year, 25% this year
• Poor Planning– 50% last year, 25% this year
• Lack of effective escalation process– 32% last year, 16% this year
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
71
Sandra Wightman - Focus Group
• Expected to work Israeli time– 57% last year, 40% this year
• Favoritism shown in promotions– 31% last year, 30% this year
• Favoritism shown in employee decisions
– 39% last year, 37% this year
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
72
Martin Mintz
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
73
Martin Mintz
Martin Mintz (39)
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
SeniorManagerial
Performance
ManagerialPerformance
Quality ofCommunication
WorkEnvironment
Compensationand Benefits
Meaningfulnessand Investment
Category
Ave
rag
e S
core
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
74
Martin Mintz - Senior Managerial Performance
Martin Mintz
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Seniormanager fairand honest
SeniorManager
concerned /attentive to
needs
Keptinformed
aboutcompany
happenings
Interest inAmdocs and
its future
Corporateconsiders
employeesmain assetfor success
Corporatecares for
general well-being of
employees
Corporatekeeps
employeesinformed
aboutgeneraltopics
Have faiththat
corporate willdo what is
best for longterm
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
75
Martin Mintz - Managerial Performance
Sandra Wightman
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Gets us tow ork
effectively asa team
Gives uscredit andpraise forw ork w ell
done
Providesopportunitiesto use skills
andknow ledge
Contributes tomy
professionalgrow th
My manageris fair andhonest
Concernedabout andattentive tomy needs
Keepsinformed
about w hat ishappening inthe company
I receiveadequate
attention andrecognition
Show s abilityto motivate
hisemployees /enthusiasm
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
76
Martin Mintz - Quality of Communication
Martin Mintz
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Par
ticip
ate
inpl
anni
ng /
impl
emen
tatio
nof
cha
nges
Oth
erde
part
men
tsco
mm
unic
ate
wel
l with
my
depa
rtm
ent
I am
giv
en t
hein
form
atio
n I
need
to
do m
yw
ork
Car
eer
and
deve
lopm
ent
oppo
rtun
ities
Top
ics
rela
ted
to t
he d
ivis
ion
Top
ics
rela
ted
to t
he p
roje
ct
Am
docs
gene
ral t
opic
s
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
77
Martin Mintz - Work Environment
Martin Mintz
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
I can say what I think around hereand people do listen
Employee promotion issues aretreated with fairness
I am satisfied with the sense ofunity in my team unit
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
78
Martin Mintz - Compensation & Benefits
Martin Mintz
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
I am paid fairly for the job I am doing The company's employee benefits program isadequate
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
79
Martin Mintz - Meaningfulness & Investment
Martin Mintz
0
0.5
1
1.5
2
2.53
3.5
4
4.5
5
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
80
Martin Mintz
Strengths
• Has shown improvement in managerial performance
• Shows good concern for employees needs
• Takes pride in employee investment
• Keeps employees informed about issues relating to projects, but
not to his division
• Gives employees adequate attention and recognition – they take
pride in their job
• Facilitates good communication among employees and across
departments
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
81
Martin Mintz
Opportunities for Improvement
• May need to encourage more team unity
• Should treat employee promotion issues with fairness
• Employees feel they are not paid fairly
• May want to review training program
• Employees feel there is a ‘glass ceiling’
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
82
Martin Mintz - Observations
• Work Environment– Employee promotion issues are treated with fairness
• (21% agree, 33% disagree)
• Senior Managerial Performance– Amdocs upper management cares genuinely for the well-being of its
employees • (28% agree, 35% disagree)
– I have a great deal of interest in Amdocs and its future • (85% agree, 3% disagree)
• Quality of Communication– Other departments communicate well with my department (24%
improvement) • (73% agree, 13% disagree)
– I feel informed about career and development opportunities • (28% agree, 35% disagree)
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
83
Martin Mintz - Focus Group
• Excessive Work Hours – 41% last year, 28% this year
• Chaotic Environment– 52% last year, 26% this year
• Non-essential disruptions– 38% last year, 25% this year
• Lack of effective escalation process– 33% last year, 13% this year
• Inability to attend scheduled training– 34% last year, 36% this year
• Poorly planned, ineffective meetings– 27% last year, 28% this year
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
84
Avi Caspi
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
85
Avi Caspi
Avi Caspi (30)
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
SeniorManagerial
Performance
ManagerialPerformance
Quality ofCommunication
WorkEnvironment
Compensationand Benefits
Meaningfulnessand Investment
Category
Ave
rag
e S
core
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
86
Avi Caspi - Senior Managerial Performance
Avi Caspi
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Seniormanager fairand honest
SeniorManager
concerned /attentive to
needs
Keptinformed
aboutcompany
happenings
Interest inAmdocs and
its future
Corporateconsiders
employeesmain assetfor success
Corporatecares for
general well-being of
employees
Corporatekeeps
employeesinformed
aboutgeneraltopics
Have faiththat
corporate willdo what is
best for longterm
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
87
Avi Caspi - Managerial Performance
Avi Caspi
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Gets us tow ork
effectively asa team
Gives uscredit andpraise forw ork w ell
done
Providesopportunitiesto use skills
andknow ledge
Contributes tomy
professionalgrow th
My manageris fair andhonest
Concernedabout andattentive tomy needs
Keepsinformed
about w hat ishappening inthe company
I receiveadequate
attention andrecognition
Show s abilityto motivate
hisemployees /enthusiasm
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
88
Avi Caspi - Quality of Communication
Avi Caspi
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Par
ticip
ate
inpl
anni
ng /
impl
emen
tatio
nof
cha
nges
Oth
erde
part
men
tsco
mm
unic
ate
wel
l with
my
depa
rtm
ent
I am
giv
en t
hein
form
atio
n I
need
to
do m
yw
ork
Car
eer
and
deve
lopm
ent
oppo
rtun
ities
Top
ics
rela
ted
to t
he d
ivis
ion
Top
ics
rela
ted
to t
he p
roje
ct
Am
docs
gene
ral t
opic
s
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
89
Avi Caspi - Work Environment
Avi Caspi
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
I can say what I think around hereand people do listen
Employee promotion issues aretreated with fairness
I am satisfied with the sense ofunity in my team unit
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
90
Avi Caspi - Compensation & Benefits
Avi Caspi
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
I am paid fairly for the job I am doing The company's employee benefits program isadequate
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
91
Avi Caspi - Meaningfulness & Investment
Avi Caspi
0
0.51
1.5
22.5
3
3.5
44.5
5
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
92
Avi Caspi
Strengths
Senior managerial performance went up
Employee motivation is good (attentive to employee needs)
Large improvement in quality of communication to employees
Significant improvement in work environment (team unity)
Satisfaction with compensation and benefits
Increased meaningfulness and investment
Employees are very willing and interested to do their job well
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
93
Avi Caspi
Opportunities for Improvement
Focus group questions indicate a slight concern about
Poor planning & lack of an effective escalation process
Favoritism shown in promotions and employment decisions
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
94
Avi Caspi - Observations
• Senior Managerial Performance– Amdocs upper management cares genuinely for the well-being of
its employees
• (37% agree, 23% disagree)
– My senior manager is concerned about and is attentive to my needs
• (54% agree, 6% disagree)
• Quality of Communication– Employees in the department participate in the planning and
implementation of changes affecting us
• (37% agree, 30% disagree)
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
95
Avi Caspi - Focus Group
• Excessive Work Hours – 30% last year, 20% this year
• Chaotic Environment– 46% last year, 28% this year
• Motivation is done through punishment– 38% last year, 24% this year
• Perceived glass ceiling on career growth– 45% last year, 31% this year
• Favoritism shown in promotions– 37% last year, 34% this year
• Company is recognizing wrong things(like hours worked)– 38% last year, 35% this year
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
96
Overall Managerial Performance
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
97
Managerial Analysis
Senior Managerial Performance
0
0.5
11.5
2
2.5
3
3.54
4.5
5
Yossi
Raveh
(2)
Naidu (4
8)
Avi Cas
pi (3
0)
Vanish
a Tay
lor (
2)
Mar
tin M
intz (3
9)
Avi Ash
kena
zi (2
3)
Sandr
a W
ightm
an (4
4)
Avi Kach
lon (
2)
Lori M
alates
ta (1
)
Golan R
emi (
7)
Senior
Man
ager
Not
Indic
ated
(59)
Catego
ry A
vera
ge
Senior Manager
Ave
rag
e S
core
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
98
Managerial Analysis
Managerial Performance
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Yossi
Raveh
(2)
Naidu (4
8)
Avi Cas
pi (3
0)
Vanish
a Tay
lor (
2)
Mar
tin M
intz (3
9)
Avi Ash
kena
zi (2
3)
Sandr
a W
ightm
an (4
4)
Avi Kach
lon (
2)
Lori M
alates
ta (1
)
Golan R
emi (
7)
Senior
Man
ager
Not
Indic
ated
(59)
Catego
ry A
vera
ge
Senior Manager
Ave
rag
e S
core
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
99
Managerial Analysis
Quality of Communication
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Yossi
Raveh
(2)
Naidu (4
8)
Avi Cas
pi (3
0)
Vanish
a Tay
lor (
2)
Mar
tin M
intz (3
9)
Avi Ash
kena
zi (2
3)
Sandr
a W
ightm
an (4
4)
Avi Kach
lon (
2)
Lori M
alates
ta (1
)
Golan R
emi (
7)
Senior
Man
ager
Not
Indic
ated
(59)
Catego
ry A
vera
ge
Senior Manager
Ave
rag
e S
core
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
100
Managerial Analysis
Work Environment
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Yossi
Raveh
(2)
Naidu (4
8)
Avi Cas
pi (3
0)
Vanish
a Tay
lor (
2)
Mar
tin M
intz (3
9)
Avi Ash
kena
zi (2
3)
Sandr
a W
ightm
an (4
4)
Avi Kach
lon (
2)
Lori M
alates
ta (1
)
Golan R
emi (
7)
Senior
Man
ager
Not
Indic
ated
(59)
Catego
ry A
vera
ge
Senior Manager
Ave
rag
e S
core
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
101
Managerial Analysis
Compensation and Benefits
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Yossi
Raveh
(2)
Naidu (4
8)
Avi Cas
pi (3
0)
Vanish
a Tay
lor (
2)
Mar
tin M
intz (3
9)
Avi Ash
kena
zi (2
3)
Sandr
a W
ightm
an (4
4)
Avi Kach
lon (
2)
Lori M
alates
ta (1
)
Golan R
emi (
7)
Senior
Man
ager
Not
Indic
ated
(59)
Catego
ry A
vera
ge
Senior Manager
Ave
rag
e S
core
Year Ago
Today
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
102
Managerial Analysis
Meaningfulness and Investment
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Yossi
Raveh
(2)
Naidu (4
8)
Avi Cas
pi (3
0)
Vanish
a Tay
lor (
2)
Mar
tin M
intz (3
9)
Avi Ash
kena
zi (2
3)
Sandr
a W
ightm
an (4
4)
Avi Kach
lon (
2)
Lori M
alates
ta (1
)
Golan R
emi (
7)
Senior
Man
ager
Not
Indic
ated
(59)
Catego
ry A
vera
ge
Senior Manager
Ave
rag
e S
core
Year Ago
Today
2004 - Proprietary and Confidential Information of Amdocs
End slide title style Arial 36
Click to edit Master subtitle style Arial 28
[ 1 ]
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
THANK YOU
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
104
Questions Categorized
Senior Managerial Performance
I feel confident that my senior manager is fair and honest
My senior manager is concerned about and attentive to my needs
My senior manager keeps me informed about what is happening in the company
I have a great deal of interest in Amdocs and in its future
Amdocs upper management (corporate) regards the employees as a main asset for success
Amdocs upper management (corporate) cares genuinely for the well being of its employees
Amdocs upper management (corporate) strives to keep employees well informed regarding Amdocs general topics (business achievements, changes, promotions, objectives, etc.)
I have faith in Amdocs upper management (corporate) to do what is best for the company in the long term
Managerial Performance
My manager gets us to work effectively as a team
My manager gives us credit and praise for work well done
My manager provides me with opportunities to use my skills and knowledge
My manager contributes to my professional growth (training, independence, challenges, etc.)
I feel confident that my manager is fair and honest
My manager is concerned about and attentive to my needs
My manager keeps me informed about what is happening in the company
I receive adequate attention and recognition from my manager
My manager shows the ability to motivate his employees and create enthusiasm among them
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
105
Questions Categorized
Quality of Communication
Employees in our department participate in the planning and implementation of changes affecting us
Other departments communicate well with my department
I am given the information I need to do the work expected of me
Career and development opportunities
Topics related to the Division
Topics related to the Project
Amdocs general topics (business achievements, changes, promotions, objectives, etc.)
Work Environment
I can say what I think around here and people do listen
Employee promotion issues are treated with fairness
I am satisfied with the sense of unity in my team unit
Compensation and Benefits
I am paid fairly for the job I am doing
The company's employee benefits program is adequate
Overall
Rate your overall morale on the job at Amdocs Champaign
How does your morale today compare to your morale a year ago (if applicable)?
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
106
Questions Categorized
Meaningfulness and Investment
Expectations from us are reasonable and realistic
My job is interesting and stimulating
The company training program is adequate for my needs
I am able to influence my career development in the company
I am really doing something worthwhile in my job
I feel sufficiently empowered to do my job successfully
In order to succeed in my job, I am provided with the appropriate tools (hardware, software, documentation, etc.)
In order to succeed in my job, I am provided with the appropriate environment (space, esthetics, privacy, silence, etc.)
I would recommend Amdocs to a friend as a place of employment
I am proud to work for Amdocs
the customer is the bottom line
2004 - Proprietary and Confidential Information of Amdocs
107
Questions Categorized
Focus Group
Excessive work hours
Lack of well-defined processes – chaotic environment
Poor planning
Lack of an effective escalation process
Favoritism shown in reviews
Favoritism shown in promotions
Favoritism shown in employment decisions
Non-essential disruptions during non-working hours (phone calls, on-call work)
Lack of respect for personal time (difficulty scheduling vacations, work travel required on days regularly scheduled as non-work days, poor planning leading to last minute crises, etc.)
“Motivation” is done through punishment rather than more positive channels
Inability to attend scheduled training
Poorly planned, ineffective meetings
Company is recognizing and rewarding the wrong things (hours worked rather than productivity, for example)
There is a perceived “glass ceiling” that limits our career growth
There is a lack of respect for the fact that for most people here Sunday is a day off. We are expected to work “Israeli time”
The relationship with Israel is adversarial
The relationship with St. Louis is adversarial
Exposure to meetings where people yell at and/or insult others