The culture of old is gone thanks to process wonks who haven't a clue.
Pros
Executive leadership is doing a fantastic job and should be commended for their efforts to improve this once stellar company. NOT!!! They will do everything they can to make sure all shareholders are taken care of. NOT!!! Executive leadership cares about employee satisfaction and treating employees with respect. NOT!!! The culture is not suffering, it's great. NOT!!! If the NOT's sound familiar, it comes from the TOP down on any given day...including the seemingly BAD days that people have. We expect more from our leadership ALWAYS, EVERYDAY.
Cons
Let's start with the obvious conflict of a survey company that sells an employee partnership survey yet no longer places an emphasis on surveying it's own employees. Imagine if the competition found out that Press Ganey sells a product that it doesn't even believe in enough to use internally like it used to. Decisions have consequences. Senor leadership has decided to behold processes and ebitda as the driving factors for company success. Pissing off shareholders along the way. Decisions have consequences. It used to be said that the greatest key to success at Press Ganey was the people and their desire to help improve healthcare because everyone that worked there would be affected by healthcare at some point in time. It was often said that everybody had equal responsibility for that and everyone was in charge of customer service. It used to be a place where the mantra of "Work hard, play harder" was and meant something real. The company has managed to stay successful for over 25 years by focusing on customer service. The profits came in because of that focus. There was a reason the compass was the company logo. Some said it was a reminder that Press Ganey should never lose it's way towards it's goal of making healthcare better. That goal was achieved through customer service. EBITDA was an after-thought. That's not to say it wasn't important, but it wasn't the focus. Once the focus went away from the customer service aspect of helping clients improve in favor of process and EBITDA, it all went downhill. Decisions have consequences. The hard working people at Press Ganey may not do everything right, but they do a lot right. And when new leadership comes in and decides to change things for the sake of doing something instead of taking the time to learn what's been successful and what hasn't, well those decisions have consequences too. The consequences now are only 25% of the reviewers approve of the job you're doing. I'd say that's generous. I'd say that's lemmings of the new leadership trying to boost the numbers. Please please please. The people of Press Ganey aren't new to the numbers boosting game. You can't fool us. Leadership doesn't get a free pass just because they are leadership. If they are holding accountable the employees for their job, then the employees and fellow shareholders should hold leadership accountable as well.
