1

The organisation clearly knows its business objectives

2

People here genuinely like each other

3

People follow clear instructions and guidelines about work

4

People get along very well and conflict and disputes are rare

5

Poor performance is dealt with quickly and firmly

6

People often socialise after work

7

The organisation really wants to win

8

People do favours for each other because they like each other

9

When opportunities arise, people move decisively to capitalise on them

10

People make friends for the sake of friendship - there is no other agenda

11

Strategic goals are shared

12

People often confide in one another about personal matters

13

People build close, long-term relationships-someday they may be of benefit

14

Reward and punishment are clear

15

People know a lot about each other's families

16

The organisation is determined to beat clearly defined enemies

17

People are encouraged to work things out flexibly as they go along

18

Hitting targets is the single most important thing

19

To get something done, you can work around the system

20

Projects are completed

21

When people leave, co-workers stay in contact to see how they are doing

22

It is clear where one persons job ends and another persons job begins

23

People protect each other

24

There is too much gossip here

25

Close relationships help people communicate quickly

26

Presentations are all show and no substance

27

People cut through the red tape here

28

Friendships often stop people from making tough decisions

29

Friendships mean that people stay when times are tough

30

The performance system makes people undermine each other

31

People put their own targets and goals before the organisations targets and goals

32

People here are looking for jobs elsewhere

33

Criteria for success and failure are clear, published and agreed upon

34

There is more focus on targets than co-operation

35

Priorities are determined quickly and followed decisively

36

Individuals are left alone to produce their best work

37

People clearly see each other as colleagues

38

Organisational success is the sum of individual success

39

People avoid taks which would benefit the organisation

40

Meetings and rules don't generally get in the way of work

41

People here try to avoid each other

42

We have all the resources and information here necessary to succeed

43

People challenge each other about what we do and how we do it

44

The leader of this organisation would be almost impossible to replace

45

People here strongly identify and live by the organisational values

46

People here are confident and certain of the future

47

People all over the organisation talk and share ideas

C01

There really are equal opportunities for everyone in this company

C02

I am paid fairly for the kind of work I do

C03

Our working conditions are pleasant and attractive

C04

In the last six months, I have seriously considered leaving this company

C05

Those who are competent usually get promoted

C06

I think this company offers me good opporutunities to get ahead if I want to

C07

I think there is good co-operation between people in this company

C08

I am generally satisfied with communication in our company

FC09

I sometimes feel that my job counts for very little

C10

When you have a new idea, it is seriously considered by senior managers

C11

I am proud to work for our company

C12

Many good ideas get lost because we don't have a process for communicating them to each other

C13

We are encouraged to work as a team

C14

I have a good understanding of our goals and how I can contribute toward achieving them

C15

The benefits that we are offered are better than in other, similar companies

C16

I feel I am working to my full potential

C17

They expect too much work from us around here

C18

I can learn a lot in my present job

C19

I would like to know more about what happens to my work when  I am finished with it

C20

My job is often boring and repetitive

C21

Favoritism is a problem in my area

C22

The training I receive is more than enough for the job I do

C23

I can be sure of my job as long as I do good work

C24

My pay is the most important thing about my job

C25

I am often bothered by sudden speed-ups or unexpected slack periods in my job

D01

Our paper work gets in the way of good customer service

D02

The better service we give, the more business we do

D03

The company treats me in the same way that they expect me to treat customers

D04

It's very important to build close personal relationships with customers

D05

We just don't have the resources we need to provide good customer service

D06

We put more emphasis on getting new customers than on keeping our existing customers satisfied

D07

We are more interested in one-off spectaculars than small successes

D08

We are always praised and recognised for going out of our way

D09

As a company, we really understand our customers' needs

D10

Our customers come to us because we offer better value for money than our competitors

D11

We have a tendency to be over-confident about our position in the market-place

D12

Looking for ways to improve our customers is a way of life for everyone here

D13

To keep our customers happy, we have to deliver our services promptly and quickly

D14

Everyone at this company could do with some training in how to deal with customers

D15

We are expected to place a higher priority on maintaining our market share than on servicing our customers really well

D16

We should put more effort and attention into supporting our marketing staff

D17

Our customers rely on us for advice and information

D18

We don't really have to try too hard.  Afterall, we have a strong brand name

D19

Most of our customers believe we are expensive, but provide quality service

D20

Most of our customers see us as solid, reliable and old fashioned, but not very innovative

D21

We treat all our customers the same, no matter how big or small they are

D22

We have good systems for handling customer complaints and solving customer problems

D23

We would gain market share over the long-term if we simply cut our prices

D24

All customers need essentially the same type of service from us regardless of size

D25

When something out of the ordinary happens, it's virtually impossible for us to give good customer service

D26

Most customers would agree that we are much more efficient than our competitors

D27

We have the knowledge and skills we need to serve even the most demanding of our customers

D28

Our internal communication systems are so poor that they actually damage our relationships with our customers

D29

Loyal customers should receive special attention from us on a regular basis

D30

I clearly understand what our company expects me to do and say in my dealings with customers

D31

Measuring the quality of our customer service would be a good way of ensuring we are doing the right thing

D32

Our communication with customers is efficient and timely,and always keeps them informed

D33

We are quick to follow up on any service problem

D34

Our computer systems really hinder our attempts at good customer service

D35

The customers make unreasonable demands on us

D36

We don't get enough information about customers and their preferences

C26

This is a very friendly company to work for

C27

I receive good feedback about how I am progressing in my job

C28

I'm doing something worthwhile in my job

C29

I would appreciate the opportunity to further develop my knowledge and skills

C30

The amount of effort people put into their work is usually appreciated in my section

C31

Management really seem to care about the welfare of employees

C32

There are so many rumours going around this company, you never know what to believe

C33

I feel involved in decisions on things affecting me

C34

You can get told off without much cause in this organisation

C35

Our company is good at balancing the needs of its employees with the need to produce a profit

C36

Management really seems to understand my job

C37

I have confidence in management's ability

C38

In general, our future is well planned for

C39

In this company when someone makes a mistake, it is not easily forgotten by others

C40

I feel uncomfortable with changes that are taking place in my area

C41

Managers in this company make every effort to develop trained and competent employees

C42

When we get behind in our work, or have a problem, others will always volunteer to help us

C43

The budgets set for my area are fair