Some of the most ambitious soft skills projects occurred at Sears Roebuck & Company. Faced with serious difficulties due to poor financial performance, Sears underwent a transformational project that changed the culture of the company. Led by the CEO with 100 top-level executives at Sears, the organization developed a business model that tracked the success of management behavior through employee attitudes, customer satisfaction, and financial performance.
This connection was made evident through multiple linkages and was referred to as the Employee-Customer-Profit Chain. In this model, employee attitudes were directly correlated with customer satisfaction. For example: 10 questions from their 70-question employee ...