Tools, best practice and Tools, best practice and mentoringmentoring

To build a High performance OrganizationTo build a High performance Organization

You are either building You are either building or destroying value!or destroying value!•You invest in the business and need to You invest in the business and need to

quantify the returnsquantify the returns

““There is only one profit centre There is only one profit centre and that is the customer.”and that is the customer.”

““The purpose of a business is to The purpose of a business is to create and keep a customer” create and keep a customer”

ANDAND

This is absolutely keyThis is absolutely key

Thank you Peter Thank you Peter DruckerDrucker

Activity must be directed towards building Activity must be directed towards building customer valuecustomer value

Activity based Activity based costingcosting

Will provide basis Will provide basis for Lifetime Value for Lifetime Value tracking – we have tracking – we have

Acorn Financial Acorn Financial Solutions to create Solutions to create

the modelsthe models

The steps to deliver value within The steps to deliver value within the organizationthe organization

Because this is the outcome you Because this is the outcome you wantwant

The required outcome – that leads to The required outcome – that leads to increased value for all stakeholdersincreased value for all stakeholders

The more for less modelThe more for less model

Sustained Com

petitive Com

petitive A

dvantage

want to “Sell more for less cost?” want to “Sell more for less cost?”

Acquire new and more profitable customers

Increase revenue and profitability from existing customers

Increase customer loyalty and increase relationship durations

Increase brand value and align with customer experience

Unify customer experience across touchpoints

Match experience promised with experience received

Improve productivity and ROI in marketing, sales and service

Reduce overall costs of customer acquisition and retention

Simplify processes and technology infrastructure

Decrease time to market for new products and services

Reduce frictional costs of transactions

Reduce fulfilment errors

Return onCustomer

Relationships($)

Investment inCustomer

Relationships

($)

Increase Revenues

Direct Revenue Impact

Indirect Revenue Impact

Reduce Costs

Direct Cost Reduction

Indirect Cost Reduction

Increase Profitability

($)

Characteristics and outcomes of a Characteristics and outcomes of a High Performance OrganizationHigh Performance Organization

This is what we deliver as capabilityThis is what we deliver as capability

People drive performance not the People drive performance not the processes or the organization!processes or the organization!

The Vision and The Vision and Purpose is key Purpose is key to energizing to energizing and aligning and aligning your PEOPLEyour PEOPLE

Leadership componentsLeadership components

VisionVisionVisionVision

DecisionDecisionMakingMaking

Str

ate

gy

Str

ate

gy

Str

ate

gy

Str

ate

gy

InnovationInnovationInnovationInnovation

Change

Change

Change

Change

The High Performance Organization The High Performance Organization ModelModel

InterdependenInterdependenciescies

InterdependenInterdependenciescies

Vision Vision & &

PurposePurpose

Vision Vision & &

PurposePurpose

LeadershLeadershipip

LeadershLeadershipip

CustomeCustomer r

AlignmeAlignment/nt/

StrategiStrategieses

CustomeCustomer r

AlignmeAlignment/nt/

StrategiStrategieses

ProcesseProcesses & s &

StructurStructuree

ProcesseProcesses & s &

StructurStructuree

Values Values & Belief& BeliefValues Values & Belief& Belief

Building a High Performance Building a High Performance Working EnvironmentWorking Environment

VisionVision OrgOrgGoalsGoals

Measurement &Measurement &PerformancePerformance

KPI’sKPI’s

OrganizationOrganization/ Structure/ Structure

TechnologyTechnologyCustomer Customer AlignmentAlignment

Projects Projects & Change & Change

Man.Man.

RecruitmentRecruitment&&

Human CapHuman CapDev.Dev.

Financial &Financial &MarketMarket

PerformancePerformance

Key inputsKey inputs Key outputsKey outputs

Aligning and optimizing the Aligning and optimizing the operating framework & operating framework &

infrastructureinfrastructure

FinanceFinance Logistics/Logistics/OperationsOperationsHRHR KnowledgeKnowledge

ManagementManagement TechnologyTechnology

Research &Research &ProductProduct

DevelopmentDevelopmentMarketingMarketing SalesSales

ChannelChannelDevelopmentDevelopment

& & ManagementManagement

ServiceService

…….To create and deliver VALUE.To create and deliver VALUE

High Performance Organization (HPO) High Performance Organization (HPO) capabilitiescapabilities

• Corporate Vision & ValuesCorporate Vision & Values

• RecruitmentRecruitment

• HRHR

• Training & DevelopmentTraining & Development

• Trust & CommunicationTrust & Communication

• InnovationInnovation & Creativity & Creativity

• ChangeChange

• Empowerment Empowerment

• DelegationDelegation

• QualityQuality

• Knowledge ManagementKnowledge Management

• Customer & Market strategiesCustomer & Market strategies

• Alignment – Customer/Brand/Employee and OperationsAlignment – Customer/Brand/Employee and Operations

• Measurement/MetricsMeasurement/Metrics

Examples of our ready made Examples of our ready made tools & performance tools & performance

solutionssolutions

Creating the VisionCreating the Vision

Using visualization toolsUsing visualization tools

REAP ModelingREAP Modeling

New Customers / Yr

2278

31338185

139145454469

3,9713,882

61,08059,71315,81915,115

65

Total81,59079,459

1,545,321-3%

100%1,545,321

WIN

53%

Annual Loss Rate Dormancy Rate

0.0% 0.0%0.0% 0.0%0.6% 0.4%0.6% 0.4%1.3% 0.9%1.2% 0.9%1.1% 0.2%1.0% 0.2%1.3% 0.4%1.3% 0.3%1.4% 0.3%1.3% 0.3%2.9% 0.6%2.7% 0.5%5.6% 17.5%5.2% 16.6%

85.1% 26.1%80.4% 24.8%

3.3% 0.7%3.5% 0.7%

Average Average14.5% 15.7%13.7% 15.0%

894,982 1,166,1866% 5%

100% 100%894,982 1,166,186

KEEP

42%

Avg Funds in bank

Avg Finance provided

Avg number of products

87,020,101.00 13,782,396.00 2.9788,470,436.02 13,984,107.11 2.99

7,982,962.00 1,968,567.00 2.818,049,486.68 2,026,393.66 2.832,795,400.00 1,130,034.00 2.692,795,400.00 1,197,702.73 2.711,281,497.00 406,124.00 2.851,292,176.14 424,082.30 2.87

506,572.00 167,955.00 2.92515,014.87 175,381.76 2.94250,861.00 91,577.00 2.71255,042.02 95,626.42 2.72106,990.00 24,437.00 2.22108,773.17 25,882.86 2.23

7,832.00 345.00 1.248,160.51 377.59 1.25

93.00 416.00 1.1297.70 442.49 1.14

131,941.00 777,509.00 2.24134,140.02 777,509.00 2.30Average Average Average46,590.95 13,058.20 1.4147,370.25 13,649.04 1.43

11,711,447 25,694,712 9,803,7562% 5% 1%

100% 100% 100%11,711,447 25,694,712 9,803,756

DEVELOP

46%

Avg Cost to Serve

13,824.013,824.0

9,735.09,735.05,774.05,774.03,375.03,332.81,893.01,869.31,205.01,189.9

746.0727.4288.0271.4272.0256.4

2,430.02,105.4

Average411.8394.7

16,136,0254%

100%16,136,025

COSTS

45%

66,952,4266,952,4299

Track the 3 Internal Measures that Track the 3 Internal Measures that mattermatter

BeginnerBeginner

MaturingMaturing

MatureMature

ExpertExpert

LeaderLeader

00

2525

5050

100100

7575

00

2525

5500

100100

7575

Organizational Diagnostic and Organizational Diagnostic and Assessment Center (ODAC)Assessment Center (ODAC)

Example of team performance diagnosticsExample of team performance diagnostics

Learning and Development Learning and Development Center is a state-of-the-art Center is a state-of-the-art

platform delivering powerful and platform delivering powerful and effective learner resources that effective learner resources that

increase enterprise increase enterprise performance.performance.

More than 100 best More than 100 best practice guides, plus practice guides, plus

workbooksworkbooks

Learning & Development Centre - Learning & Development Centre - knowledgebaseknowledgebase

Learning & development Learning & development on the desktop – measure on the desktop – measure performance changes via performance changes via

the online toolsthe online tools

Moments of truth mappingMoments of truth mapping

Journey Mapping customer Journey Mapping customer experiences experiences

Monitor and Track Improvements via Monitor and Track Improvements via Dashboards & ScorecardsDashboards & Scorecards

Coaching & mentoring “C Suite” from Coaching & mentoring “C Suite” from global experts global experts

Dr Costas KonisDr Costas Konis

Neil WestonNeil Weston

Michael WaltersMichael Walters

Naveed SyedNaveed Syed

These are samples from our very extensiveThese are samples from our very extensiveDatabase of consultants & associates Database of consultants & associates

Contact detailsContact details

Tel. +357 99697484Tel. +357 99697484 +357 96527335+357 96527335Fax. +357 22488088Fax. +357 22488088Email: Email: info@innovageconsulting.cominfo@innovageconsulting.com contact@transformanceinc.comcontact@transformanceinc.com