The Systems Audit Matrix helps organizations evaluate their internal systems, policies, and processes to ensure alignment with core values. This tool identifies misalignments, proposes solutions, and prioritizes actions to improve consistency and trust across the organization.
Instructions for Use
- Identify Systems and Policies: List the systems, policies, or processes that influence employee behaviors and customer interactions.
- Document Current Behavior: Describe how the system currently functions, including any challenges or inconsistencies observed.
- Highlight Misalignments: Specify how the current behavior conflicts with your brand values.
- Propose Solutions: Define actions to realign the system with the values.
- Set Priorities: Rank the proposed solutions by impact and urgency (e.g., High, Medium, Low).
Use this matrix as a collaborative tool with stakeholders across departments to document and address system-level gaps.
Sample Systems Audit Matrix
The table below provides an example of how to document and prioritize systems audits.
| System/Policy | Current Behavior | Misalignment | Proposed Solution | Priority |
|---|---|---|---|---|
| Performance Metrics | Prioritize speed over quality. | Conflicts with “Exceptional Customer Care.” | Shift KPIs to reward customer satisfaction. | High |
| Procurement Policy | No checks on supplier sustainability. | Misaligned with “Sustainability.” | Add supplier audits for green standards. | High |
| Customer Service Scripts | Focus on upselling products. | Conflicts with “Customer-First Service.” | Redesign scripts to focus on needs-based solutions. | Medium |
| Internal Reporting | Lack of transparency on team progress. | Misaligned with “Transparency.” | Introduce monthly reporting dashboards. | Medium |
Using the Template
Step 1: Evaluate Systems and Policies
Collaborate with leadership and department representatives to review internal systems. Questions to ask:
- “Does this system encourage behaviors aligned with our values?”
- “Are there any unintended consequences of this policy?”
Step 2: Complete the Matrix
- System/Policy: Identify the system or policy to review.
- Current Behavior: Document how it currently operates.
- Misalignment: Note how it conflicts with your values.
- Proposed Solution: Suggest actions to fix the misalignment.
- Priority: Rank the solution (High, Medium, Low) based on its importance and urgency.
Step 3: Implement Changes
Collaborate with relevant teams to update systems, redesign policies, or adjust processes to reflect core values. Focus first on high-priority issues to maximize impact.
Step 4: Monitor Progress
Track changes using measurable outcomes. For example:
- Improved customer satisfaction scores after updating performance metrics.
- Employee engagement improvements following enhanced transparency initiatives.
Output
A completed Systems Audit Matrix provides a clear roadmap for aligning internal systems and policies with organizational values. This ensures consistency, builds trust, and enhances both employee and customer experiences.
