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2008 Staff Survey Benchmark Report

Sample Organization

Best Christian Workplaces Institute


9311 SE 36th Street, Suite 120
Mercer Island, WA 98040
206.230.8111
www.bcwinstitute.com

7-Jan-08
Table of Contents
Section Page

Welcome Letter 3

Overall Performace Summary 4

Dimension Summary 10

Staff Survey Results: Item Detail 12

Balanced Scorecard Overview 28

Balanced Scorecard Detail 30

Organization Profile 44

Staff Comments 48

Correlation Table Appendix


Sample Organization
2008 Staff Survey Benchmark Report
January 7, 2008

Feedback is the Breakfast of Champions for servant leaders, according to Ken Blanchard the co-author of Lead Like Jesus.
Why? Blanchard explains, Servant leaders are always looking for ways to improve. Feedback is the only way to discover if
you are on the right track.
Thank you for taking part in the Best Christian Workplaces Survey. Our hope is that this survey feedback process will be
ill minating and fr
illuminating fruitful
itf l for your
o r organi
organization.
ation We belie
believe
e the first step to impro
improved
ed organi
organizational
ational effecti
effectiveness
eness is an
informed diagnosis.
While reviewing your report, please keep in mind that your organization is being compared to a high benchmark. Many
organizations in our database self-select because they already believe they have a good workplace or are in the process of
becoming a good workplace. This makes our comparison higher than the average Christian organization.
Taking this data seriously will entail acting quickly on both negative and positive responses, as both provide opportunities for
organizational improvement; affirming areas of strength is just as important as addressing areas for improvement!
Next Step: Survey Debriefing-Please contact Kathy at klopus@bcwinstitute.com or (206)230-8111 to schedule a one hour
tele-conference to answer questions regarding your report.
Th k you once again
Thank i ffor ttaking
ki this
thi important
i t t step
t toward
t d organizational
i ti l iimprovement.
t
Sincerely,

Al Lopus
President
Best Christian Workplaces Institute

We serve faith-based organizations by creating processes of discovery,


facilitating organizational development and encouraging practices that build healthy, effective workplaces.

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Sample Organization
Overall Performance Summary
2008 Survey Results

Overall Results:

Overall Strongly Strongly


Year Score Agree Agree Neutral Disagree Disagree
2008 3.99 33% 44% 15% 6% 2%
2007 3.42 15% 39% 23% 16% 6%

C t
Category G
Group C i
Comparisons:
Finalists 4.13 41% 39% 12% 5% 2%
Others 3.69 22% 43% 20% 10% 4%

Sample Organization's overall score for the 56 standard questions is 3.99. Your scores are compared to this year's and the
previous 2 year's Finalists and other organizations in your Industry Category Group. Your score is based on a 5 point scale where 5
is Strongly Agree and 1 is Strongly Disagree.

Participation Rate: Level of Engagement:


Sample Organization's participation rate for all Engagement is a measure which demonstrates your staff's
eligible staff is calculated below: investments of energy and commitment to Sample Organization.

2008 Level of Engagement Your Org. US Avg.


Total Surveys Distributed 175 Engaged 53% 54%
Total Surveys Completed 121 Neutral 38% 38%
Targeted Surveys 136 Disengaged 9% 8%
Participation Rate 69.1%
The definition of Engaged is the percentage of staff with a score
Targeted Surveys is the number of surveys required of 4.0 (Agree) to 5.0 (Strongly Agree). Neutral is between a 3.0
to establish a 95% confidence level based on the (Neutral) and 4.0. Disengaged include staff who have an
number of staff invited to survey. average score below 3.0.

The US Average is a summary of the 2008 Best Christian


Workplaces survey results nationally of 8,300 people.

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Sample Organization
Overall Performance Summary
2008 Survey Results

Industry Category Comparison Group Finalists (2006 & 2007)


Your comparison group is the Best Christian Workplaces participants for 2008 and the previous two years in your industry category.
Finalists from the previous two years are listed below, as well as the number of other participants. This year's Finalists will be
announced at the Christian Management Association annual conference in April. The other, nonfinalist organizations, remain
confidential.

Colleges/Universities/Seminaries Parachurch & Missions Products & Services


Belhaven College - Jackson, MS ABWE - Harrisburg, PA ADF - Alliance Defense Fund - Scottsdale, AZ
Bethel University - St. Paul, MN Amor Ministries - San Diego, CA Church Extension Plan - Salem, OR
California Baptist University - Riverside, CA Apartment Life - Euless, TX Covenant Eyes - Corunna, MI
Corban College - Salem, OR Bible League - Chicago, IL DeMoss Group, Inc. - Duluth, GA
Dallas Theological Seminary - Dallas, TX CCO - Pittsburgh, PA Envoy Financial - Colorado Springs, CO
Evangel University - Springfield, MO CityTeam Ministries - San Jose, CA EQUIP - Duluth, GA
Gordon-Conwell Theological Seminary Crown Financial Ministries - Gainesville, GA Evangelical Christian Credit Union - Brea, CA
Indiana Wesleyan University - Marion, IN EQUIP - Duluth, GA Logos Bible Software - Bellingham, WA
Olivet Nazarene University - Bourbonnais, IL Joni and Friends - Agoura Hills, CA MPower Systems - Dallas, TX
Phoenix Seminary y - Phoenix,, AZ MOPS International - Denver,, CO g
15 Other Produce and Service Organizations
Point Loma Nazarene Univ. - San Diego, CA New Mission Systems Int'l - Fort Myers, FL
The Master's College - Santa Clarita, CA Walter Hoving Home - Garrison, NY
The Master's Seminary - Santa Clarita, CA Wycliffe Bible Translators - Orlando, FL
17 Other Colleges, Universities & Seminaries 22 Other Missions and Parachuch Organizations

Media Churches & Church Related Christian Schools


Back to the Bible - Lincoln, NE Baptist Bible Fellowship International Missions - Christian Heritage Academy - Northfield, IL
Daystar Television Network - Dallas, TX Springfield, MO Christian Heritage School - Trumbull, CT
EMF Broadcasting - Rocklin, CA Church of the Resurrection (UMC) - Leawood, KS Evangelical Christian School - Cordova, TN
Harvest House Publishers - Eugene, OR Crossroads Community - Cincinnati, OH Fairfield Christian Academy - Lancaster, OH
Howard Books - West Monroe, LA Fellowship Church - Grapevine, TX First Baptist Academy - Naples, FL
InterVarsty Press - Downer's
Downer s Grove
Grove, IL Wooddale Church - Eden Prairie
Prairie, MN Indian Rocks Christian Schools - Largo
Largo, FL
Tyndale House Publishers - Carol Stream, IL 6 Other Churches Midland Christian Academy - Midland, VA
Warner Press, Inc. - Anderson, IN Mount Paran Christian School - Kennesaw, GA
8 Other Media - Books or Broadcasting Stoneybrooke Christian Schools - San Juan
Capistrano, CA
14 Other Christian Schools

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Sample Organization
Overall Performance Summary
2008 Survey Results

10 Most Favorable Items for Sample Organization:


Sample Organization
Organization's s 10 highest scores relative to Christian organizations in your industry category participating in this
year's survey are listed below. These are areas of strength upon which you can build.

Average Score for


Rank Question / Item Sample
Organization

1 56. I am satisfied with my retirement plans (pension, 403(b), 401(k),RRSP etc.). 4.38

2 52. My organization involves employees in decisions that affect them. 3.76

3 22. I have the decision-making authority I need to do my job effectively. 4.33

4 23. I receive the training needed to do my current job effectively. 4.15

5 4. My organization retains highly qualified employees. 4.08

6 24. I am very satisfied with the opportunities I have to use my skills in my job. 4.31

33. Employees at my organization are encouraged to experiment and to be


7 3 87
3.87
innovative.

8 48. My organization's management explains the reasons behind major decisions. 3.77

9. I am very satisfied with the opportunities I have to use my spiritual gifts in my


9 4.36
job
job.

10 32. My organization acts on the suggestions of employees. 3.64

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Sample Organization
Overall Performance Summary
2008 Survey Results

Importance of Strength Areas to Staff Commitment:


BCWI believes improving staff commitment starts by focusing on the areas of strength that have the highest impact
impact. This chart
illustrates the importance each of your highest scoring questions relative to other Christian organizations to overall staff
commitment. The level of importance is determined by the level of strength (statistical correlation) each question has with overall
staff commitment.

Top Ten Questions Relative To Christian Organizations

0.25 0.50 0.75


Low Medium High
g
Importance to Staff Commitment

To determine the strength of the relationship between each question to overall Staff Commitment, we regressed each question
against
i t the
th combination
bi ti off the
th three
th bottom
b tt line
li commitment
it t questions
ti iin our survey. Th
These th
three questions
ti iinclude:
l d 1.1 I would
ld
rate my organization as an exceptional place to work. 7. I would recommend my organization to others as a good place to work. 8.
I would prefer to remain with my organization even if a comparable job at a higher pay level were available in another organization.

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Sample Organization
Overall Performance Summary
2008 Survey Results

10 Least Favorable Items for Sample Organization:

Sample Organization's lowest scores relative to other Christian organizations in your industry category are listed below
below. The
question with the 10th rank is the lowest.
Average Score for
Rank Question / Item Sample
Organization
10 54. I am satisfied with my medical or health plan. 3.45

42. My organization values diversity of cultural backgrounds, personal styles, and


9 3.75
ideas among our employees.

8 35 My organization conducts its activities openly and honestly


35. honestly. 3 69
3.69

7 21. There is clear consensus on my organization's goals. 3.84

6 6. Over the past year, my organization has improved for the better. 3.81

53. In comparison with people in similar jobs in other Christian organizations, I feel
5 3.34
I am paid fairly.

4 34. At my organization we strive to help one another maintain life balance. 3.74

37 Long-term loyal relationships with those we serve are highly valued at my


37.
3 4.12
organization.
10. My organization's leaders exhibit the fruit of the Holy Spirit (love, joy, peace,
2 4.02
kindness, etc.).
36. At my organization, people are responsible and held accountable for doing
1 3.66
what they
y say
y they
y will do.

Your average score is based on a 5 point scale where 5 is Strongly Agree and 1 is Strongly Disagree.

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Sample Organization
Overall Performance Summary
2008 Survey Results

Importance of the Least Favorable Items for Sample Organization:


The following chart shows the importance of your lowest scoring questions relative to staff commitment. These areas are excellent
topics to complete futher "discovery" activities to gain a full understanding of the issues blocking staff commtiment.

Bottom Ten Questions Relative to Christian Organizations

0.25 0.50 0.75


Low Medium High

Importance to Staff Commitment

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Sample Organization
Dimension Summary
2008 Survey Results

Number of Average
Dimension Respondents Response Percent Response
Job Satisfaction
Sample Organization 121 4.35 50% 39% 11%
Category Finalists 6,795 4.48 58% 36% 6%
Others 7,111 4.05 32% 49% 19%

Organizational Commitment
Sample Organization 121 4.01
4 01 37% 38% 25%
Category Finalists 6,795 4.20 45% 37% 18%
Others 7,111 3.63 21% 41% 38%

Christian Witness
Sample Organization 121 4.13 36% 47% 17%
Category Finalists 6 795
6,795 4 29
4.29 47% 39% 13%
Others 7,111 3.88 27% 46% 27%

Supervisory Effectiveness
Sample Organization 121 4.07 40% 38% 22%
Category Finalists 6,795 4.24 48% 35% 16%
O
Others 7,111 3.82 32% 38% 31%

Work Satisfaction
Sample Organization 121 4.21 42% 43% 15%
Category Finalists 6,795 4.25 47% 39% 15%
Others 7,111 3.85 27% 44% 28%

Personal Growth and Development


Sample Organization 121 3.73 24% 40% 36%
Category Finalists 6,795 3.88 32% 39% 29%
Others 7,111 3.40 17% 36% 47%

Management Effectiveness
Sample Organization 121 3.75 20% 48% 32%
Category Finalists 6,795 3.93 31% 42% 27%
Others 7,111 3.44 13% 42% 46%

1
Number of Average
Dimension Respondents Response Percent Response
Customer/Supporter Satisfaction
Sample Organization 121 4.03 28% 52% 20%
Category Finalists 6,795 4.22 41% 44% 15%
Others 7,111 3.69 18% 47% 35%

Teamwork
Sample Organization 121 4.00 33% 44% 23%
Category Finalists 6,795 4.14 41% 40% 19%
Others 7,111 3.79 25% 44% 31%

Communications
p Organization
Sample g 121 3.94 29% 49% 23%
Category Finalists 6,795 3.96 34% 41% 25%
Others 7,111 3.57 18% 44% 38%

Pay and Benefits


Sample Organization 121 3.83 27% 44% 28%
Category Finalists 6 795
6,795 4 08
4.08 40% 39% 22%
Others 7,111 3.68 22% 42% 35%

Overall Score
Sample Organization 121 3.99 33% 44% 23%
C t
Category Finalists
Fi li t 6,795
6 795 4.13
4 13 41% 39% 19%
Others 7,111 3.69 22% 43% 35%

Data Presentation
Data are presented in both numeric and graphic format
format. Numeric presentation provides the percentage of responses in each of five
categories (Strongly Agree, Agree, Neutral, Disagree, and Strongly Disagree) along with the number of respondents and the average
response.
Graphic representations provide your percentage of:
'Strongly Agree' responses on the blue bar
'A
'Agree'
' responses on the
th white
hit bbar
'Neutral', 'Disagree' and 'Strongly Disagree' responses on the red bar.
The scale for the Dimension Summary and Question Detail bar graphs are represented as a percentage.

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Question Item Detail
Sample Organization
Job Satisfaction
2008 Survey Results
# of
Strongly Strongly Respon- Average
Question Agree Agree Neutral Disagree Disagree dents Resp. Percent Response

1. I would rate my organization as an exceptional place to work.


Sample Organization 47% 39% 8% 6% 0% 121 4.27 47% 39% 14%

Surveyy Finalists 52% 34% 9% 3% 1% ,


6,795 4.34 52% 34% 13%
Others 30% 41% 18% 9% 2% 7,111 3.89 30% 41% 29%
Your 2006 Results 43% 34% 13% 6% 5% 126 4.05 43% 34% 24%

2. All in all, I am satisfied with my job.


Sample Organization 50% 39% 7% 4% 0% 120 4.35 50% 39% 11%

Survey Finalists 50% 41% 6% 3% 0% 3 153


3,153 4 35
4.35 50% 41% 10%
Others 32% 50% 10% 6% 1% 3,506 4.06 32% 50% 18%
Your 2006 Results 0% 0% 0% 0% 0% 1 - 0%

3. In general, I like working for this organization.


Sample Organization 55% 36% 5% 2% 1% 121 4.43 55% 36% 8%
S
Survey Fi
Finalists
li 59% 36% 4% 1% 0% 3,150
3 150 4 52
4.52 59% 36% 5%
Others 41% 46% 8% 4% 1% 3,504 4.23 41% 46% 13%
Your 2006 Results 0% 0% 0% 0% 0% 1 - 0%

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Question Item Detail
Sample Organization
Organizational Commitment
2008 Survey Results
# of
Strongly Strongly Respon- Average
Question Agree Agree Neutral Disagree Disagree dents Resp. Percent Response

4. My organization retains highly qualified employees.


36% 45% 19%
Sample Organization 36% 45% 13% 5% 2% 120 4.08
34% 46% 20%
Survey Finalists 34% 46% 13% 6% 1% 6,780 4.05
Others 19% 43% 21% 14% 3% 7,104 3.62 19% 43% 38%

Your 2006 Results 41% 37% 9% 10% 4% 125 4.01 41% 37% 23%

5. My organization provides good job security to employees who perform well.


42% 38% 20%
Sample Organization 42% 38% 13% 6% 1% 117 4.15
52% 37% 12%
Survey Finalists 52% 37% 8% 3% 1% 6,769 4.35
Others 30% 43% 16% 8% 2% 7,098 3.90 30% 43% 27%

Your 2006 Results 44% 28% 13% 10% 6% 126 3.96 44% 28% 29%

6. Over the past year, my organization has improved for the better.
Sample Organization 26% 40% 26% 6% 3% 120 3.81 26% 40% 34%

Survey Finalists 40% 38% 18% 4% 1% 6,775 4.12 40% 38% 22%

Others 25% 40% 24% 8% 3% 7,094 3.76 25% 40% 35%

Your 2006 Results 32% 34% 17% 6% 11% 126 3.70 32% 34% 34%

7. I would recommend my organization to others as a good place to work.


Sample Organization 51% 35% 8% 5% 1% 121 4.31 51% 35% 14%

Survey Finalists 54% 36% 7% 2% 1% 6,782 4.40 54% 36% 10%

Others 33% 45% 15% 6% 2% 7,093 4.01 33% 45% 22%

Your 2006 Results 50% 30% 13% 6% 1% 125 4.22 50% 30% 20%

8. I would prefer to remain with my organization even if a comparable job at a higher pay
level were available in another organization.
Sample Organization 32% 31% 21% 10% 6% 121 3.74 32% 31% 37%

Survey Finalists 35% 31% 19% 11% 4% 3,149 3.81 35% 31% 34%

Others 21% 32% 24% 16% 7% 3,500 3.44 21% 32% 47%

Your 2006 Results 0% 0% 0% 0% 0% 1 - 0%

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Question Item Detail
Sample Organization
Christian Witness
2008 Survey Results
# of
Strongly Strongly Respon- Average
Question Agree Agree Neutral Disagree Disagree dents Resp. Percent Response

9. I am very satisfied with the opportunities I have to use my spiritual gifts in my job.
48% 42% 10%
Sample Organization 48% 42% 8% 2% 0% 121 4.36
50% 36% 14%
Survey Finalists 50% 36% 9% 4% 1% 6,777 4.28
Others 37% 41% 13% 7% 2% 7,096 4.06 37% 41% 21%

Your 2006 Results 48% 36% 10% 4% 1% 124 4.27 48% 36% 15%

10. My organization's leaders exhibit the fruit of the Holy Spirit (love, joy, peace, kindness,
etc.).
29% 52% 19%
Sample Organization 29% 52% 13% 4% 2% 119 4.02
44% 40% 15%
Survey Finalists 44% 40% 11% 3% 1% 6,750 4.24
Others 30% 46% 17% 5% 2% 7,082 3.95 30% 46% 24%

Your 2006 Results 31% 42% 21% 5% 1% 126 3.98 31% 42% 27%

11. Overall, I am very satisfied with the level of Christian fellowship and spirituality at my
organization.
Sample Organization 32% 47% 12% 8% 0% 121 4.03 32% 47% 21%

Survey Finalists 44% 40% 10% 4% 1% 6,785 4.23 44% 40% 15%

Others 28% 47% 15% 7% 2% 7,103 3.93 28% 47% 24%

Your 2006 Results 34% 46% 12% 9% 0% 125 4.04 34% 46% 21%

12. The management of my organization keeps a focus on putting Christ first in daily
decision-making.
Sample Organization 33% 47% 16% 3% 2% 120 4.05 33% 47% 21%

Survey Finalists 37% 40% 16% 5% 1% 3,140 4.07 37% 40% 22%

Others 23% 42% 24% 8% 3% 3,497 3.74 23% 42% 35%

Your 2006 Results 0% 0% 0% 0% 0% 1 - 0%

13. My organization reflects Christ to the world.


Sample Organization 38% 44% 14% 3% 0% 120 4.18 38% 44% 18%

Survey Finalists 44% 42% 11% 2% 1% 3,141 4.25 44% 42% 14%

Others 35% 47% 14% 3% 1% 3,498 4.11 35% 47% 18%

Your 2006 Results 0% 0% 0% 0% 0% 1 - 0%

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Sample Organization
Custom Questions
2008 Survey Results

# of
Strongly Strongly Respon- Average
Question Agree Agree Neutral Disagree Disagree dents Resp. Percent Response

My organization works to moderate the


increases in health insurance premiums 29% 47% 24%
paid by employees.
29% 47% 17% 5% 2% 113 3.96

My organization's leaders communicate 20% 57% 24%


information effectively to the employees.
20% 57% 18% 4% 2% 122 3.89

My organization is serious about being 55% 30% 15%


Christ-centered and student-focused.
55% 30% 11% 2% 2% 122 4.34

0%

0%

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Sample Organization
Balanced Scorecard Overview
Mission Growth Mission Efficiency
50
50 50 50 50 50 40 60
40 60 40 60 40 60 40 60 40 60
30 70
30 70 30 70 30 70
30 70 30 70

20 80
20 80 20 80 20 80
20 80 20 80

10 90 10 90
10 90 10 90 10 90 10 90

0 100 0 100
0 100 0 100 0 100 0 100

Compensation
Ministry Efficiency
Revenue Growth Actual Goal Ministry Reach Effectiveness
Staff Perception
Achievement

Donors Customer Satisfaction


50 50
40 60 50 40 60 50
40 60 40 60 50
50 40 60
30 70 40 60 30 70
30 70 30 70 30 70
30 70
20 80 20 80
20 80 20 80 20 80
20 80
10 90 10 90
10 90 10 90 10 90
10 90

0 100 0 100
0 100 0 100 0 100
0 100

Fundraising Efficiency
ff
Donor Retention Donor Growth Staff Rating Customer Retention Customer Rating

Communications Talent Management


50
50 40 60
40 60 50
30 70 50 40 60
30 70 50 40 60 50 50
40 60 40 60 30 70 40 60
20 80 30 70
30 70 30 70 30 70
20 80
20 80
20 80 20 80
20 80 20 80
10 90
10 90
10 90
10 90 10 90 10 90
10 90
0 100
0 100 0 100
0 100 0 100 0 100
0 100

Top Down Bottom Up Peer to Peer Staff Retention


Staff Engagement Staff Satisfaction Staff Fit
Communications Communications Communications and Absenteeism

Five C's of Christian Management Investment


50 50
50 50 40 60 40 60 50 50
40 60 40 60 40 60 40 60
30 70 30 70
30 70 30 70 30 70 30 70

20 80 20 80
20 80 20 80 20 80 20 80

10 90 10 90
10 90 10 90 10 90 10 90

0 100 0 100
0 100 0 100 0 100 0 100

Culture of Character Capability and Commitment to Climate for Action


Competence Learning Compensation Training Funding

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The Balanced Scorecard Overview Description
What is it? We have adapted our Balanced Scorecard from Robert Kaplan and David Nortons book The Balanced Scorecard.
Created specifically for Christian organizations, this dashboard serves as a high level management tool to measure the
effectiveness of your organization strategy.
When using this tool, work from the bottom up. Beginning with leading indicators Learning and Growth and Internal Business
Processes, you will first focus on the effectiveness of the management of your people, their gifts and their potential. When these
areas are working well, the Customer Perspective (donors and ministry recipients) will improve; yielding fruit in the areas of
Mission Growth and Efficiency as you efficiently use the resources God has provided.
The strength of our Balanced Scorecard resides in the depth of comparative data. The arrow on each dial reflects your
organizations rank relative to other participants in your industry category. The measures from the top two rows are derived from
measures already in practice within several ministries, the IRS, and other agencies. It is important to note that while an
organization could replicate most of the top two rows and possibly develop valid indicators for the bottom two rows, the
information would ultimately not be as useful without the comparative data to gauge performance.

How do I interpret the dials? Survey


participants in your industry category
make up the comparative data used for BCWI Ministry Scorecard Dashboard
the scorecard
scorecard. Performance in each of
these areas is sorted and put into a Mission Growth Mission Efficiency
percentile rank. For example, if ten Ministry
Goal
organizations participated in the survey Perspective Revenue Achievement Ministry Ministry Comp $
and your organization had the highest Efficiency Effectiveness
Growth Actual
Ee Perception
Reach
score in a particular area, then you would
be first at 100%, the second ranked
Donors Customer Satisfaction
organization at 90%, the third at 80% etc.
The percentages only provide a rank and
Customer / Donor Donor Donor Customer Customer Employee
do not compare your score on a Donor
Retention Growth ROI Retention Rating Rating
percentage basis with other organizations.
For complete definitions of each dial,
please refer to the document entitled, Internal Communication Effectiveness Talent Management Effectiveness
Balanced Scorecard Detail, located on the Business
Employee
Processes Top Peer to Bottom
Administrative Checklist page. Employee Employee Employee
Down Peer Up Retention &
Engagement Satisfaction Fit
Absence

5 C
Cs of Christian Management
Learning and
Growth Commitment
Culture of Capability & For Learning Climate
Compensation
Character Competence & Training for Action
Investment

2
Sample Organization
Scorecard - Ministry Perspective
2008 Survey Results

Mission Growth

50
40 60
40 50 60
30 70
30 70
20 80 20 80

10 90 10 90

0 100 0 100

Revenue Growth Staff Perception of Goal Achievement


Two year growth
Employee perception of how well you meet your
Percentile Rank mission and financial goals. Q41.
Percentile Rank

Revenue Growth Rate 5.2% Staff Score 3.78

1
Sample Organization
Scorecard - Ministry Perspective
2008 Survey Results

Mission Growth

50
40 60 50
40 60
30 70
30 70
20 80
20 80
10 90
10 90

0 100
0 100

Actual Goal Achievement


Ministry Reach
Your assessment of goal achievement.
Source: Organization Profile
Percentile Rank Growth in the number of people you reach in your ministry.
Percentile Rank

Goal Achievement Met Goals Growth of Ministry Reach 17%

2
Sample Organization
Scorecard - Ministry Perspective
2008 Survey Results

Mission Efficiency

50 50
40 60 40 60
30 70 30 70

20 80 20 80

10 90 10 90

0 100 0 100

Ministry Efficiency Compensation Effectiveness


Ratio of administration and fund raising compared Percentage of total expenditures going to compensation.
to total Revenue. Percentile Rank
Percentile Rank

Ministry Efficiency 24% Compensation Effectiveness 32%

3
Sample Organization
Scorecard - Customer/Donor
2008 Survey Results

Donors

50 50
40 60 40 60
30 70 30 70

20 80 20 80

10 90 10 90

0 100 0 100

Donor Retention Donor Growth

Percentage of last years donors who donated again this


year. Growth of new donors.
Percentile Rank
Percentile Rank

Donor Retention 94% Donor Growth 13%

1
Sample Organization
Scorecard - Customer/Donor
2008 Survey Results

50
40 60
30 70

20 80

10 90

0 100

Fundraising Efficiency

Ratio of fundraising costs divided by funds raised.


Percentile Rank

Fundraising Efficiency 20%

2
Sample Organization
Scorecard - Customer/Donor
2008 Survey Results

Customer Satisfaction

50
40 60
30 70 50
40 60
30 70
20 80
20 80
10 90
10 90
0 100
0 100

Customer Retention Customer Rating

Percentage of people your ministry served this year that Survey results of people served in your ministry.
were retained from last year. Percentile Rank
Percentile Rank

Customer Retention 90% Customer Rating 0.75

3
Sample Organization
Scorecard - Customer/Donor
2008 Survey Results

40 50 60
30 70

20 80

10 90

0 100

Staff Rating of Customer Satisfaction

Staff perception of customer satisfaction, loyalty and


strategy effectiveness. Q 37, 38 & 39
Percentile Rank

Staff Rating 4.05

4
Sample Organization
Scorecard - Internal Business Processes
2008 Survey Results

Communications

50 50
40 60 40 60
30 70 30 70

20 80 20 80

10 90 10 90

0 100 0 100

Top Down Communications Bottom Up Communications

Top down communication effectiveness. How well management listens to and involves staff.
Percentile Rank Percentile Rank

Top Down Communictions 4.02 Bottom up Communications 3.81

1
Sample Organization
Scorecard - Internal Business Processes
2008 Survey Results

50
40 60
30 70

20 80

10 90

0 100

Peer to Peer Communications


Cross department communications.
Percentile Rank

Peer to Peer Communications 4.00

2
Sample Organization
Scorecard - Internal Business Processes
2008 Survey Results

Talent Management

50 50
40 60 40 60
30 70 30 70

20 80 20 80

10 90 10 90

0 100 0 100

Staff Retention and Absenteeism Staff Engagement


Retention Red line
Absenteeism Purple line
Indicates the emotional bond between your staff
Measures the voluntary turnover and absenteeism. and the organization.
Percentile Rank Percentile Rank

Absenteeism 0% Retention 96% Staff Engagement 4.03

3
Sample Organization
Scorecard - Internal Business Processes
2008 Survey Results

50 50
40 60 40 60

30 70 30 70

20 80 20 80

10 90 10 90

0 100 0 100

Staff Satisfaction Staff Fit

Indicates how well your staff like their job and working Measures if the right people are working in the right jobs.
for your organization. Percentile Rank
Percentile Rank

Staff Satisfaction 4.35 Staff Fit 4.14

4
Sample Organization
Scorecard - Learning and Growth
2008 Survey Results

5 C's of Christian Management

50
40 60
50
40 60
30 70
30 70
20 80
20 80

10 90
10 90

0 100
0 100

Culture of Character
Capability and Competence
Managers behave with fairness and integrity, demonstrate the Fruit Managers manage well, communicate a winning strategy and
of the Spirit, conduct activities openly and honestly and create high demonstrate that the organization improved over the last year. There is
levels of trust in the organization. a clear consensus on organization values.
Percentile Rank Percentile Rank

Culture of Character 3.89 Capability and Competence 3.94

1
Sample Organization
Scorecard - Learning and Growth
2008 Survey Results

5 C's of Christian Management

40 50 60 40 50 60
30 70 30 70

20 80 20 80

10 90 10 90

0 100 0 100

Commitment to Learning Compensation

Managers care about employees as Managers effectively reward and recognize top performers,
people, encouraging opportunities for learning and pay fairly and provide satisfactory retirement plans.
growth. Percentile Rank
Percentile Rank

Commitment to Learning 4.21 Compensation 3.69

2
Sample Organization
Scorecard - Learning and Growth
2008 Survey Results

5 C's of Christian Management

50 50
40 60 40 60
30 70 30 70

20 80 20 80

10 90 10 90

0 100 0 100

Climate for Action Training Funding


Managers involve employees in decisions that affect them, seek
Percentage of total compensation dedicated to
and act on employees suggestions. training.
Percentile Rank Percentile Rank

Climate for Action 3.77 Training Funding 2.00%

3
Sample Organization
Organization Profile
2008 Survey Results

Question Organization Response

Mission Statistics
This section includes the information submitted in your Organization Profile. This data feeds directly to your
Balanced Scorecard
Scorecard. If any of the data needs updating,
updating you may do so on this document and your Balanced
Scorecard will immediately reflect the changes.
Please enter all figures as whole numbers: 1,000,000 (not 1MM) 100,000 (not 100K).

Three Years Two Years This Year


Measure Last Year
Ago Ago (Estimate)

1
Total Revenue $ 24,083,858 $ 24,793,233 $ 25,328,634 $ 26,000,000
2
Ministry
y Reach 908 940
9 0 986 1,061
,06
3
Total Compensation $ 7,222,796 $ 7,790,500 $ 8,203,264 $ 8,500,000
4
Net Margin $ 100,000 $ 200,000 $ 300,000 $ 400,000
5
FTE 142 144 145 150
6
Contributions Gifts and Grants
Contributions, $ 4
4,760,471
760 471 $ 5
5,290,115
290 115 $ 4
4,611,449
611 449 $ 5
5,000,000
000 000

Measure Last Year

Total Administrative expenses7 $ 5,068,724


8
Total Fundraising expenses $ 1,012,368

1
Sample Organization
Organization Profile
2008 Survey Results

Question Organization Response

Goal Effectiveness
Please list your organizations four most important goals and how effective you were in accomplishing them over this past
year 1 Fell short
year. short, 2 - Met,
Met 3 - Exceeded

Goal Performance
Increasing enrollment
2

Collaborative Ventures
2

Launching new programs


2

Successful Accreditations
2

Notes:
1. Revenue Total contribution, sales and service earnings for the reporting organization for the year (IRS form 990 line 12).
2. Number of people touched by your ministry. Example:
Schools Number of Students
Mission or Parachurch Number of people touched by the ministry
Churches Attendance
Product and Services Products and services sold
Media Audience reached by broadcast or print media
3. Compensation cost- Cost of salaries, wages, bonuses, sign-on bonuses, overtime and pay premiums, commissions, and all other
current cash incentives paid during the year. (IRS form 990 lines 25a plus 26a)
4. Revenues minus expenses.
5. FTEs Average number of (exempt and nonexempt) full time equivalent (FTE) employees for the year. (Add all twelve month-end
figures
g and divide by
y 12).
) FTEs also include temporary
p y and contract workers.
6. Includes all contributions, gifts and grants minus gifts-in-kind. (IRS Form 990 line 1d)
7. IRS Form 990 line 14.
8. IRS Form 990 line 15.

2
Sample Organization
Organization Profile
2008 Survey Results

Question Organization Response

Customer Focus
1. Please indicate the number of donors to and recipients of your ministry. Donors are those who have
committed to supporting your organization, usually through financial gifts. Examples of ministry recipients
include:
Colleges/Universities Number of Freshmen
Schools Number of students
Church Number of attendees, including members and non-members
Mission and Parachurch Number of people reached.
Product and Services Number of customers
Media size of the market reached.

Beginning of Ending
Added Lost
Year Balance
Donors 400 50 25 425

Ministry Recipients 986 195 100 1,061

2. Ministry recipient rating.


Survey or feedback from those you serve.
Name of the survey or method used ____Student Satisfaction Inventory
Rating from the survey_______________ 75%
Schools student/parent survey results
Mission and Parachurch perception of relevant recipient community
Church Community survey
Product and Services Customer surveys
Media Survey ratings

3
Sample Organization
Organization Profile
2008 Survey Results

Question Organization Response

Internal Processes
1. How many employees left your organization voluntarily in
1
the past 12 months? (Please estimate if not sure) 6

2. What is your employee absentee rate over the last 12


months? 0

Learning and Development

1. What % of total payroll is earmarked for training and development? 2

4
Sample
p Organization
g
Staff Comments - Sorted Alphabetical
2008 Survey Results

What are the specific things about your Please tell us about a time when you felt
What about your organization would you
organization that make it a great most alive and effective at your
like to improve?
workplace? organization.
- wonderful Christian co-workers - opportunity to - budget constraints and the stresses they put on us
interact with energetic and growing Christian students as staff and how they affect students - continued - when I am able to help a student solve a problem,
- excellent
ll t relationships
l ti hi withith student
t d t development
d l t disgruntlement
di tl t with
ith some faculty
f lt - diversity
di it att allll make
k a change
h tto improve
i their
th i situation,
it ti or
colleagues levels encourage them when they are feeling low
1. Christian environment 2. Strong leadership, 1. The relationship between faculty and staff 2. Offer
specifically the president and the board of trustees 3. development days/opportunities for both faculty and
Clear mission staff. Any successful class session will do this.

Agreement about our mission and educational


philosophy and what it means for us to be "Christ-
centered." More unity of purpose and collegiality
among faculty. Better handling of conflict and
disagreement among faculty. Leadership holding
faculty accountable for good conflict management
and christ-like behavior toward others. Less
arrogance among faculty and more trust in one
another's competence. I would like faculty to trust the
president and trustees more. I would like faculty to
more universally embrace the identity of "Evangelical
Christian.
Christian " Better spiritual vitality and Christian
A genuine emphasis on being Christ-centered. There fellowship among faculty. Helping faculty be more
is a great comaraderie here. Also, I believe there is a focused and not spread so thin among so many Anytime I see students learning and having moments
tremendous emphasis on offering the best academic different responsibilities that detract from their core of discovery in their lives and faith journeys it makes
courses possible. I am very proud to work here. mission of teaching students. me come alive!
Better resolution procedures with certain senior
Abl to
Able t manage a department
d t t as you see fit.
fit We
W do
d l d
leaders th
thatt are perceived
i d as abusing
b i th i power
their
like each other! and influence. Committee responsibilities

1
What are the specific things about your Please tell us about a time when you felt
What about your organization would you
organization that make it a great most alive and effective at your
like to improve?
workplace? organization.
Communication between administrators and
employees. Employees who have been employed at
SU for many years should be asked their opinions
when decisions are made regarding employee Direct contact with students; helping students to
academic freedom benefits, etc. obtain goals.
At SU, we are a family. We genuinely care for and Competitive salaries and improved benefits (health,
about each other. vision and dental) Each day in the classroom.
Broad consensus on Christian mission in higher
education, combined with professional, ethical Early in my career when we were actively planning
management. conflict-resolution for the academic future of the college.
Camaraderie amongst staff. Cross department and division communication. Helping students "get it"!
Eliminate majors that are no longer viable and use
funds from those programs more effectively, better
leadership p in the academic enterprise,
p , remove
Caring Community Collaborative efforts Christ- workers that are not qualified to do their job, they
centered bring down the morale of their co-workers Helping the students.
I appreciate the op[ortunities I have to assist new
caring, open, diverse working environment, faculty input into decsions tat affect their teaching faculty members make the transition to serving at
supportive and future program development Sample University.
I coordinate the Fort Wayne Christian College Fair
Fair. I
love the way I am able to represent Sample
University and also be able to use the public
relations and marketing skills I have been given.
Christ focused. Student focused. Friendly. Faculty-administration relations. Plus, it's a lot of fun!
Fair based pay scale. More than "across the board"
raises
i are needed.
d d ThThe DDean off St
Students
d t would ld
appreciate that raise, however, for those paid so little
hourly, 1%-3% is only a few cents! Get real! Also, I enjoy my job consistently, so I would say almost
Christian atmosphere; friendships women should be paid fairly. daily, I have those moments.
I feel most alive when I am working directly with the
Fair Wages for Jews/Gentiles, Male/Female. True job students. They energize me and I feel they help me
Christian colleagues descriptions. to grow as I hope I also help them.

2
What are the specific things about your Please tell us about a time when you felt
What about your organization would you
organization that make it a great most alive and effective at your
like to improve?
workplace? organization.

I feel most alive when I see students loving the


community here and establishing deeper friendships
Christian colleagues who sincerely care about each with each other. I like when students ask for my help
other. Students. 'honest' investigations and when my experience can benefit them.
I felt most "alive / effective" when I was able to
contribute to some of the major decision making
I believe communication between various processes for our new marketing plan. Being a big
departments is weak. There are times when concept person, I enjoy getting more involved in
coopertion between departments is a struggle. This planning and development projects. Unfortunately,
does not accomplish anything and tends to cause that opportunity doesn't come along in my position all
Christian environment. The people with whom I work. strife between departments. that often.
I met with a visitor to campus who I had met at a
collegeg fair. She originally
g y hadn't really
y considered
I think we could be more proactive in getting new coming to SU after high school but after meeting me
majors faster. It is in committee too long. I could use and coming to visit, SU was her top choice because
higher pay with the economy as it is. It is really tough she loved the environment of Christian community
Christian fellowship to make ends meet. here.

I would hope that we would be committed to bringing


in a diverse faculty (both in thought and background).
If we relegate ourselves to what is safe or normal, we
may be missing our calling to educate. I don't
advocate bringing in non-christian faculty and/or staff, I nearly always feel that way when I am carrying out
Christian, caring atmosphere. but I do support diversity within that broad category. my normal faculty responsibilities.
I would like tto see more di
ld lik diversity
it represented both
t db th iin
race and socioeconomic levels I'd love for students to
see the real life experiences of the people Sample
because there is a ton of poverty and need right here
Clean, reasonably up to date facilities, civilized in town that many times students don't get out and
atmosphere experience. Interaction with students, seeing them grow.

3
What are the specific things about your Please tell us about a time when you felt
What about your organization would you
organization that make it a great most alive and effective at your
like to improve?
workplace? organization.
My most rewarding times are when I am able to
assist a family that is going through an especially
difficult time
time. I believe that individuals remember how
Commitment to being a Christ-centered liberal arta I would like to see more endowed scholarships that they are treated when they go through
institution would be available to assist needy students. financial/health/personal struggles.
I would like to see some positive changes in the
university's senior leadership. I would like to see an
end of what strikes me as institutional doublespeak
Co-workers Students Facilities from the senior leadership. No comment...it happens though.

For the most part it is a great place to work. I I would like to see the most qualified employees
appreciate the fact that my children can come here promoted and paid better. I have a master's degree
tuition free and know that they will receive a quality and am still at an entrance level with low pay. I'd love
education. to stayy here with an opportunity
pp y to advance. One on one conversations with students/
Prior to working at Sample University I visited a new
building on campus. God's presence was all around
me as I toured the facility. I felt strongly that I was
Great mission, great people who are dedicated and Increased ethnic diversity among senior leadership, being directed to apply for a job and work at Sample
hard working. Great students. staff, faculty, and students. University.
Sample puts the student first-we are here to help
educate them, along with serving Christ. Working in a
Christian atmosphere. Input about things that affect my job duties Probably when I was first hired.

4
Appendix
Correlation Table
2008 Survey Results

Table of Sample Organization Scores Vs. Industry Average and Importance for Each Question
Your Industry Corre
Rank Diff. Question / Item
Score Average lation

1 4.38 4.04 0.35 0.33 56. I am satisfied with my retirement plans (pension, 403(b), 401(k),RRSP etc.).

2 3.76 3.45 0.31 0.60 52. My organization involves employees in decisions that affect them.

3 4.33 4.04 0.30 0.55 22. I have the decision-making authority I need to do my job effectively.

4 4.15 3.88 0.27 0.51 23. I receive the training needed to do my current job effectively.

5 4.08 3.83 0.26 0.65 4. My organization retains highly qualified employees.

6 4.31 4.06 0.25 0.60 24. I am very satisfied with the opportunities I have to use my skills in my job.

7 3.87 3.65 0.22 0.59 33. Employees at my organization are encouraged to experiment and to be innovative.

8 3.77 3.57 0.20 0.57 48. My organization's management explains the reasons behind major decisions.

9 4.36 4.17 0.20 0.57 9. I am very satisfied with the opportunities I have to use my spiritual gifts in my job.

10 3.64 3.45 0.19 0.62 32. My organization acts on the suggestions of employees.

11 3.94 3.76 0.18 0.50 47. The people I work with exhibit good conflict resolution skills.

12 4.04 3.87 0.17 0.56 51. Employees feel free to voice their opinions openly in my work area.

13 3.80 3.63 0.17 0.58 50. My organization seeks the suggestions of employees.

14 4.27 4.11 0.17 0.87 1. I would rate my organization as an exceptional place to work.

15 4.57 4.40 0.16 0.49 15. My supervisor cares about me as a person.

1
Table of Sample Organization Scores Vs. Industry Average and Importance for Each Question
Your Industry Corre
Rank Diff. Question / Item
Score Average lation

16 3.54 3.38 0.16 0.63 30. My organization promotes the most qualified employees.

17 4.05 3.90 0.15 0.66 12. The management of my organization keeps a focus on putting Christ first in daily decision-making.

18 4.35 4.20 0.15 0.72 2. All in all, I am satisfied with my job.

19 4.36 4.22 0.14 0.59 19. I have fun at work.


8. I would prefer to remain with my organization even if a comparable job at a higher pay level were
20 3.74 3.61 0.12 0.88
available in another organization.
21 3.83 3.71 0.12 0.40 25. In the last six months, someone at work has talked to me about my progress.

22 3.89 3.78 0.11 0.69 31. My organization is well managed.

23 4.31 4.20 0.11 0.89 7. I would recommend my organization to others as a good place to work.

24 4.33 4.23 0.10 0.45 45. In my work area we work effectively as a team.

25 4.39 4.30 0.09 0.48 16. My supervisor helps me to solve work-related problems.

26 4.00 3.92 0.08 0.60 43. My organization recruits and hires highly qualified employees.

27 4.34 4.26 0.08 0.52 49. I know what is expected of me at work.

28 4.09 4.02 0.08 0.56 39. Overall the quality of the products/services my organization offers satisfies those we serve.

29 3.99 3.92 0.07 0.53 29. Someone at work encourages my development.

30 4.15 4.09 0.06 0.53 28. In the past year, I have had opportunities at work to learn and grow.

31 4.43 4.37 0.06 0.79 3. In general, I like working for this organization.

32 3.78 3.72 0.06 0.53 41. Over the past year, my organization has met its performance goals.

33 4.21 4.15 0.06 0.66 40. I would recommend that my family/friends use or support my organizations' products/services.

2
Table of Sample Organization Scores Vs. Industry Average and Importance for Each Question
Your Industry Corre
Rank Diff. Question / Item
Score Average lation

34 3.94 3.89 0.05 0.62 38. My organization has a winning strategy for meeting the needs of those we serve.

35 3.71 3.65 0.05 0.56 46. At my organization, there is generally good teamwork across departments.

36 3.70 3.65 0.05 0.60 27. I am satisfied with the recognition I receive for doing a good job.

37 4.29 4.26 0.03 0.46 44. My co-workers are highly committed to excellence in their work.

38 3.97 3.95 0.03 0.65 18. My organization's leaders demonstrate compassion for people at all levels.

39 4.15 4.12 0.02 0.61 5. My organization provides good job security to employees who perform well.

40 3.14 3.13 0.02 0.58 26. My organization effectively rewards top performers.

41 4.28 4.27 0.01 0.63 20. The mission and goals of my organization make me feel my job is important.

42 4.18 4.18 0.00 0.61 13. My organization reflects Christ to the world.

43 4.14 4.17 -0.03 0.36 55. I am satisfied with my paid time off (vacation, sick leave).

44 3.97 4.00 -0.04 0.68 17. My organization's leaders behave with fairness and integrity.

45 4.03 4.08 -0.04 0.63 11. Overall, I am very satisfied with the level of Christian fellowship and spirituality at my organization.

46 3.45 3.50 -0.05 0.67 14. There is a high level of trust at my organization between senior management and employees.
36. At my organization, people are responsible and held accountable for doing what they say they will
47 3.66 3.71 -0.05 0.60
do.
48 4.02 4.09 -0.08 0.66 10. My organization's leaders exhibit the fruit of the Holy Spirit (love, joy, peace, kindness, etc.).

49 4.12 4.19 -0.08 0.58 37. Long-term loyal relationships with those we serve are highly valued at my organization.

50 3.74 3.84 -0.09 0.58 34. At my organization we strive to help one another maintain life balance.

51 3.34 3.44 -0.10 0.52 53. In comparison with people in similar jobs in other Christian organizations, I feel I am paid fairly.

3
Table of Sample Organization Scores Vs. Industry Average and Importance for Each Question
Your Industry Corre
Rank Diff. Question / Item
Score Average lation

52 3.81 3.94 -0.13 0.66 6. Over the past year, my organization has improved for the better.

53 3.84 3.99 -0.14 0.59 21. There is clear consensus on my organization's goals.

54 3.69 3.85 -0.16 0.64 35. My organization conducts its activities openly and honestly.
42. My organization values diversity of cultural backgrounds, personal styles, and ideas among our
55 3.75 3.91 -0.16 0.55
employees.
56 3.45 3.71 -0.26 0.32 54. I am satisfied with my medical or health plan.