We were provided with the open text responses identified as ‘internal process’, and the variable that identified the operating site that each responder was based. We ran this data through our tools.

We identified four core underlying issues that this cohort of people fell into.

What did this mean? Not all the responses were process issues, critically we found that one third were incorrectly defined as process related. For these we were able to identify the key topic being raised and provide an explanation of what inhibitors made up the topic. These revolved around some key topics that the business could quickly action.

For the remainder we were able to break down and identify the the key issue threads that made up the catch all term of ‘process issues’ and then within these topics uncover the proposed solution areas that employees felt could help resolve these issues.

Where to start? By tagging the thread to the responder record we were able to provide inhibitor profiles. These immediately helped with issue occurred the most and secondly at which operating sites the now clearly understood issues occurred the most. NOTE – In this instance the targeting was limited to site level, if additional data points such as department, length of service, grade, or level of employee satisfaction had been available then more precision can be applied.

And what could be done to address the underlying issues? Our insight provided more concise issue thread definitions and descriptions enable specific initiatives to be identified and inform the message content in context of the points raised.