CWQ for Organizational Development
The Culture in the Workplace Questionnaire™(CWQ) has been used for various organizational approaches including:
- Onboarding – Administering the CWQ to new employees and inserting a module on cultural differences in the onboarding training gives new employees non-threatening language to talk about differences. It also positions the company as a global organization sensitive to cultural diversity.
- Values comparisons –
a. The CWQ has been used in M&A integration and change/transformation scenarios to help the organization identify where the underlying employee values may create barriers to the change. ITAP can help identify these areas and recommend approaches to overcome identified issues.
b. CWQ also can identify when divisions or remote locations are culturally “different” from headquarters and recommend how to better align the two.
- Leadership and Talent Development – understanding how culture impact business practices helps talent and leaders better prepare for global responsibilities. Click here for more information on ITAP’s Global Business Leader Certification Program
CWQ for Cultural Research
The Culture in the Workplace Questionnaire™ has been used in a wide variety of research capabilities including:
A. Safety and Risk Mitigation
In many industries safety is a major risk factor. ITAP can measure how cultural differences impact attitudes towards rick and safety. Please click here to download a sample report.
B. Global Call Center Development
ITAP International offers services to improve customer experience that is rooted in our understanding of customer experience from a cross-cultural framework. Cultural values define customer experience. ITAP can support research on:
- Location Selection- Beyond language and labor cost, culture is essential in determining the best location for your call centers.
- Agent Selection - ITAP believes it is in the outsourcer interest to define the selection criteria (success factors or competencies) of customer service agents. ITAP's work in this area involves creating a competency model that is culturally suited to both customer experience expectations and the agent attitudes and behaviors.
- Agent Development -ITAP's experience is that many such programs are incomplete. Agents can improve customer interactions through a deeper understanding of cultural differences.
- Management and Coaching -Beyond legal agreements and tracking metrics, cultural variables are perhaps even more important in management effectiveness. Cultural differences show up in areas such as how priorities get communicated, approaches to conflict, and desire to engage in personal conversations.
- Quality Processes -The quality team must also benefit from the cross-cultural knowledge that now exists at the production level. ITAP will work with your quality professionals to add depth of understanding behind the quality scores and reporting practices in your operations.
C. HR Processes and Policies
One size does not fit all and corporate policies and procedures for global companies need to be culturally sensitive. ITAP’s Culture Audits identify areas where policies and practices need to be culturally sensitive or culturally neutral.