Case Study: Culture, Morale and Customer Satisfaction: Hilti Group, Schaan, Liechtenstein

Abstract

Note: Our case study organization was chosen with three criteria in mind:

• It should have created a demonstrably high morale culture, proven by employee surveys.

• This culture should have endured over time. We did not want a “flash in the pan”.

• It should have won national or international awards for its efforts in this area, demonstrating that it is recognized by industry peers or by specialized outside organizations as setting a particular standard of excellence in the area of morale.