Embedded in the Evidence-Based Leadership system at the Studer Group (SG), a US healthcare consulting firm and winner of the 2010 Malcolm Baldrige National Quality Award (Small Business Sector), were processes to select, engage, develop and retain a highly engaged workforce. Engagement was assessed using a morale index - a composite of questions statistically determined to be drivers of engagement - and expressed as the percent of employees with positive morale. Overall measures used to determin...

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9.6.2 Manage employee satisfaction

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