Human Resources Driving the Business

of Business

What drives success in any organization?

What drives success in any organization?

CORE MISSION/CHALLENGE

Your Organizationto be:

• #1 in its market sector• The Brand of Choice

• Making customers more effective

The dilemma of many masters

COMPETITORS

How do you make me better?

How do we ensure the playing field is fair?

COMMUNITY

What's the positive impact you have?

What legacy are you leaving?

SHAREHOLDERS

How do you make me money?

Am I proud to own your stock?

EMPLOYEES

Do you provide me with meaningful work?

Am I proud to work for you?

CUSTOMERS

Why do I buy from you?

How do you make me better?

VENDORS

Why do I supply to you?

How do we partner together?

v

Many Measures – Sometimes Working Against Each Other

Sales

Customer Service

Operations

Marketing

Information Technology

Culture of Performance

HR

Sales• Return

Customers• Services

Utilized

Marketing

Operations• Production

Efficiency• Safety

Compliance• Audit

Findings

Information Technology• Data

Security• System

UptimeHR is the nexus of everything people related

HR is Vital

HR

Sales

Marketing

Operations

Compliance

Information

Technology

How does HR drive business results?

≫ Increasing market share

≫ Growing customer base

≫ Innovating new products

≫ Driving sales

≫ Becoming more agile for change

≫ Link People Programs to business goals

≫ Grow skills in key areas

≫ Develop Line of Sight Mentality

Link People Programs to Business Goals

The senior HR executive [needs to be] a business person first and an HR leader second. They need to decipher and deliver.” - Claude Balthazard and Susan Robinson

Link People Programs to Business Goals

Suggestions/Recommendations to Combat Issue

Ask tellers to uncover process and product issues

Leverage highly engaged teller teams

Develop “Pride in XYZ Bank” program

Leverage current teller manager training to focus

on talent usage

Review Results of Study – Focus on GoalsOverall scores of tellers indicates lack of

recognition, little manager development, and unclear role progression

Low alignment between macro and micro culture leading, driving lower “sales”, etc.

Low scores on “usage of talents” indicates employees’ lack of clarity regarding how they

can impact the loss of customers

Uncover Business & Organizational Goals

Reduce teller attrition by X% Increase total number of new accounts by X%

Decrease savings account customer attrition by X%

Leverage the HR skills of the future

≫ Business Expertise – CEO’s overwhelmingly expect that senior HR executives will couple their technical HR and people skills with a much deeper understanding of the real business issues. - Balthazard & Robinson

≫ Agility/Change agent - HR will reshape itself so that the function becomes the critical driver of agility. - Accenture

≫ Organizational Engineers/Architects – “HR needs to become the architects of great structures which can go loose to tight when the situation needs it and build for agility and invention — not rigidity and compliance.” Perry Timms

≫ Culture management – “Steering the culture towards performance, success, fulfillment”

≫ Data whisperer- “lead the organization in asking good questions by developing the art of the question in the way they approach data and encourage others to approach data” – Workforce.com

≫ Inclusion professional – Enabling diversity of thought and showcasing how not only can that be done but drives business results

≫ Marketer – “HR to think like marketers will expand beyond recruiting” – Buck Consultants

What is Line of Sight?

The “straight line” that every employee has to gaining and retaining customers

This has also been used to refer to employee connection to the business, but ultimately this means connecting employees with customers

1. Learn and explain the purpose of each project/task in terms of the customer

2. Understand the link between you and the customer

3. Encourage employees to talk about their impact on the customer

Line of Sight Path

Helping Employees See Their Effect: Learn & explain the purpose of each project/task in terms of the customer

Ensures efficient

production and product

quality

A great product without

defects gets to customer in stock and on

time

Increases positive brand

perception to benefit

employee and

customer

Increases positive brand

perception to benefit

employee and

customer

Relieves cash-flow pressure to allow more resources for

employees and customer

relationships

Accurate billing and accounting

saves company

money and resources

Line of Sight ExamplesFactory Worker

Accountant

Satisfied Customer

Satisfied Customer

Understanding the clear link between you and the customer

≫ Teach managers to talk about (and show it)

≫ Develop pride in the organization

Encourage employees to talk about their impact on customers

Storytelling

≫ Tell a story≫ Relate a customer interaction≫ How did it make a difference to the customer?≫ How did that make a difference to the organization?

≫ Create a story≫ Imagine a happy customer

≫ Why are they excited to be doing business with your organization?

≫ What was your role in making that happen?≫ What actions did you take to improve their experience?

The Proof is in the numbers

For the six years preceding July 2010, Campbell's cumulative total shareholder return was 64 percent, nearly five times the 13 percent return of the S&P 500.