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Building A Winning Culture
John Spence
FRPA Abrahams Academy 2012
Why should I listen to you?
100+ a year since 1989
300+ in 19 years
90+ in 19 years
“Simplicity is the ultimate sophistication” Leonardo da Vinci
The Pattern of Business Success
(T + C + ECF) x DE = Success
Talent
T = Talent
Here is how I define talent…
• Highly Competent• Impeccable Character• Excellent Communicator• Positive Attitude • Creative /Innovative• Risk Tolerant• Strong Drive • Solid Team Player
Job Description + Competency Model
WHAT WHO
John Spence High Performance Team Model
• D• M• C• C• M• D
irection – vivid, clear, inspiring --- shared
easurements – specific, observable, focused
ompetence – very good at what they do
ommunication – open, honest, courageous
utual Accountability – all team members
iscipline – do this every day
11 Key Team Competencies:
1. Setting clear, specific and measurable goals.
2. Making assignments extremely clear and ensuring required competence.
3. Using effective decision making processes within the team.
4. Establishing accountability for high performance across the entire team.
5. Running effective team meetings.
6. Building strong levels of trust.
7. Establishing open, honest and frank communications.
8. Managing conflict effectively.
9. Creating mutual respect and collaboration.
10. Encouraging risk-taking and innovation.
11. Engaging in ongoing team building activities.
1 - 10
C = Culture
Business Side• Innovation• Accountability• Execution• Customer Focus
• Ownership Mentality
The Four Pieces of Paper…
The key elements of a winning culture: Employees
FunFamilyFriendsFair
FreedomPridePraiseMeaning
Accomplishment
1 -10
Focus me
Know me
Care about me
Hear me
Help me feel proud
Equip me
Help me see my value
Help me grow
Help me see my importance
Compassion = SBA
1,300,000 interviews: Basic 4 + 1
1. Goal Setting
2. Trust
3. Communication
4. Accountability
Recognition
What do engaged employees look like?
1. They give more discretionary effort.2. They consistently exceed expectations.3. They take more responsibility and initiative.4. They receive better customer service ratings.5. They offer more ideas for improvement.6. They promote and model teamwork.7. They volunteer more for extra assignments.8. They anticipate and adapt better to change.9. They persist at difficult work over time.10. They speak well of the organization. 1 - 10
The Six Universal Drivers of Engagement
1. Caring, competent, and engaging senior leaders.
2. Effective managers who keep employees aligned and engaged.
3. Effective teamwork at ALL levels.
4. Job enrichment and professional growth.
5. Valuing employee Contributions.
6. Concern for employee well being.
1 - 10
Extreme Customer Focus
VOC = Voice of the Customer
(T + C + ECF) x DE
= Success
10 – 15 %
What Inhibits Execution?National Survey of 4,000 Senior Executives
4. Inability to work together (21%)
3. Company culture (23%)
2. Economic climate (29%)
1. Holding onto the past / unwillingness to CHANGE (35%)
In other words…
• In order to succeed you need a high-performance team that embraces a strong culture of disciplined execution and accountability while being nimble, agile and adaptable to changes in the marketplace.
Where are we going + how will we behave on the way?
FocusDifferentiation“No”
Stakeholders + guiding collation
Vision + ValuesStrategyPlansGoals / ObjectivesTactics / Actions
Procedures / ProtocolsRepeatable Process
Clear / consistent / relentless @ Execution
Training +time / money /
supplies / people
Measure Track & PostTransparency
Renewal
Praise + Celebration Eliminate Mediocrity
Accountability
• 100% Clarity
• Agreement
• Tracking
• Coaching
• Reward / Punishment
SUMMARY of Key Strategies
1. Create a talent pipeline
2. Intensive hiring process = Hire Right
3. Company culture managed as a strategic asset
4. Customer service as a key strategic differentiator
5. Own the VOC
6. Set clear standards – establish key processes
7. Nail the “Moments of Truth”
8. Measure – post – track – reward/punish
THANK YOU
If you have any questions at all please do not hesitate to send a note or call. My email address is: [email protected]
Also, you might find value in the ideas I share in my blog. You can sign up for it at:www.johnspence.com/blog
Lastly, these slides have already been uploaded to:www.slideshare.net/johnspence