o Vision, Values and Strategic objectives are communicated to people and provide a focus for action.
o Clear and extensive evidence of a culture that values and promotes empowerment across all areas of its operation and staff have scope to exercise control over their working situations.
o People interviewed spoke consistently of the extent of support that they received to enable them to perform their duties.
o Motivation to ensure that clients’ needs are met is very high and people are very focused on that topic. Customer satisfaction is closely measured and monitored with results being fed back to staff.
o Strong sense of professionalism throughout the operation that was recognised and valued by all those interviewed.
o A strong team ethic was evidenced throughout the review, with people being confident of support from colleagues at all levels.
o Managers were always available and demonstrated a common approach to the way in which they dealt with people.
o Development activities are undertaken based upon business and personal needs and these include management development and mandatory requirements.
o Reviews of business performance are on-going and are undertaken by the Directors of the organisation.
o It was clear that all processes and opportunities are open - to and applied - for the benefit of people whatever their roles or hours of work.