Upload
john-spence
View
1.018
Download
0
Embed Size (px)
DESCRIPTION
Slide deck from SHRM Jax Master Class on Building a Winning culture by John Spence.
Citation preview
Building A Winning Culture
John Spence
2010 SHRM Jacksonville Conference
A few of my clients:
What does this mean to me?
How can I use this idea?
What can I do right away?
I am NOT a guru…
The level of highly satisfied and engaged EMPLOYEES in your business.
The number one factor in increasing the level of highly satisfied and engaged CUSTOMERS in your business is…
Key Drivers of Customer Satisfaction and Loyalty
Financial Performance
Quality P&S&
Customer Relationship
EmployeeSatisfaction
Empowerment High Standards
Long-termOrientation
Enthusiasm, Commitment,
Respect
Training &Development
Fair Compensatio
n
CR= 104.12% increase in profits
CR= .404
CR=.334
CR=.277
CR=.275CR=.249
CR=.280 Coaching
CR=.285
CR=.371
CR=.365
CR=.191
CR=.247
TolerateNothing
Less
From: Practice What You Preach by Maister
Global study:16 countries529 companies15,589 respondents
Customer Satisfaction Drives Customer loyalty… and Customer loyalty Drives Profitability
100%
90
80
70
60
50
40
30
20
Extremely Dissatisfie
d
SomewhatDissatisfie
d
SlightlyDissatisfie
dSatisfied
Very Satisfied
Zone of Defection
Zone of Indifferenc
e
Zone of Affection
Loyalt
y
Customer Satisfaction
Terrorist
Evangelist
A 5% increase in loyalty among your best customers…
Can produce a profit increase of 25% – 85%
I hate you
I don’t care about you
I love you
Highly satisfied and engaged employees can drive as much as a 189% increase in profitability!
Culture = Cash
(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
What does it take to be a valued member of a team?
Develop and display competence.
Follow through on commitments.
Deliver required results.
Ensure your actions are consistent with your word.
Stand behind the team and its people.
Be enjoyable to work with.
Be passionate about your work and those you serve.
Communicate and keep everyone informed.
Help the other members of the team.
Help members of other teams.
Share ideas, information and credit.
Hold yourself 100% accountable.
• Lack of TRUST• Lack of candor• Lack of commitment• Lack of accountability• Lack of results
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
Best Practices: Talent• Create a pipeline of talent into your
company.
• Hire for attitude – train for skills.
• Train people how to interview.
• Use team interviewing.
• Use a focused competency model.
• Use numerous types of testing.
• Do a thorough reference check.
• Make sure they really want to work for you.
• Hire slow – fire fast.Make “Hiring Right” a core competency!
C = Culture
Business Side• Innovation• Accountability• Execution• Customer Focus
• Ownership Mentality
The Four Pieces of Paper…
A Culture of Leadership
1. Character2. Courage3. Communication4. Collaboration5. Compassion6. Contribution
The key elements of a winning culture: Employees
FunFamilyFriendsFair
FreedomPridePraiseMeaning
Accomplishment
1 -10
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
Best Practices: Culture
Make hiring “right” a core competency
Manage the corporate culture as a key asset
• Establish a clearly communicated vision for success
• Focus on employee satisfaction and engagement as a strategic objective
• Set high standards and hold people accountable to those standards
• Refuse to tolerate mediocrity
• Be a fanatic for training, coaching and mentoring across the organization
• Empower your people to go out and “wow” the customer
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
Disciplined Execution Clear Vision
Detailed Strategy
Guiding Coalition
Alignment
Systems
Communication
Support
Measure & Post
Adjust
Reward / Punish
1 - 10
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