Creating strategic direction
A Mott MacDonald case study

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Page 2: Mission

All organisations need to have a purpose for the business. This is called the mission. A mission is a broad statement that identifies the long-term direction of a business.

The mission helps to emphasise how different the business is from its competitors. The mission informs a company”s business objectives. It becomes a focus for the whole organisation and helps to ensure long-term profitability.

Mott MacDonald's mission is: Providing customer satisfaction Through professional excellence Giving commercial success And employee fulfilment

This mission shows that Mott MacDonald's employees directly support business growth. To achieve customer satisfaction Mott MacDonald employs the best experts across the market sectors it works in around the globe. These highly skilled consultants work in engineering, environmental science, economics, project management, health and safety, risk management, IT and education. Mott MacDonald values the contribution its employees make in satisfying customers and achieving its business objectives.

To help its staff achieve professional excellence, Mott MacDonald promotes learning and development. It encourages its experts to help other staff develop their skills. It recognises employee achievements, for example, through the Chairman”s Award which acknowledges outstanding achievement in building customer relationships, and the Milne Award, which recognises innovation.

Mott MacDonald is an employee-owned company. This means employees can have a say in how the business is run and what its future plans are. They feel they can make a difference. This gives employees a clear link between meeting the customer needs and personal job satisfaction.

In addition, they take part in a Performance Pay Scheme (PPS) based on the company's performance. Therefore the more employees contribute to the firm”s success the more they benefit. These commitments helped Mott MacDonald to be recognised as the top consultant company of its kind in The Sunday Times list of the UK”s Top 20 Best Big Companies work for in both 2007 and 2008.

Employees need to know whether the business is achieving its mission. Therefore, Mott MacDonald measures its progress towards meeting its customer satisfaction target through customer satisfaction surveys.

Customers recently rated the company at or above 8 out of 10 for every aspect of the service.
These include how well Mott MacDonald responds to the customer”s needs and the overall quality of service. The feedback helps Mott MacDonald to improve by focusing on customer satisfaction. This benefited the business, as shown by the 20% increase in revenue in both 2006 and 2007. 

Mott MacDonald | Creating strategic direction