Building Organizational Capacity: Focus on Results,Focus on Staff, and Focus on Your Customers Workshop Presented by Lisa ...
Introduction   Lisa Peckham: Lisa@hylton.ca    ◦ Over 10 years experience    ◦ Presented at other Infonex Conferences   ...
Agenda Introductions! What is Building on Organizational  Capacity? 3 steps:    ◦ Focus on the customers    ◦ Focus on ...
Do you have any workplace issues we can try and solve for you in this session?                                   4
Organization   An entity of a group of people striving    towards a goal or to achieve a    purpose    ◦ What is your org...
 Who do we have in the room please? First Nations Metis Innuit Not for profits? Gov‟t Private Sector Health and Ed...
What is Organizational         Capacity Building??   The ability of an organization to use its    resources to run effect...
Exercise: What are some of the important resources in       your company?                              8
Rank the resourcesYour number 1   resourceshould be your     staff!                      9
Rank the Resources Peopleare one of the most important resources a company has Holding        onto those good employees ...
Rank the Resources The right person/people can increase productivity! ◦ help to create a healthy & friendly   working env...
Focus on Staff   People are the most important    resource   The Goal: retain the good quality    workers               ...
Focus on StaffHow do I do that?                    13
Focus on Staff   In order to keep good employees    companies need to give back to them    for their good work   Have yo...
Pushes   Salary is too low   Benefit package not adequate   Job insecurity   Commute distance or time    investment is...
Pushes   Lack of accommodation for family or    medical issues   A person‟s immediate manager is not    meeting the empl...
Pull   Employee becomes aware of a    terrific job that offers more in terms of    salary, benefits, job security, presti...
Pull   The employee has a strong desire    to change geographic location for    reasons other than family    consideratio...
Retaining Employees   Find out if your employees are happy    with their job   How do I find out?    ◦ Survey your emplo...
Retaining Employees   There are other steps to take to    ensure a healthy and friendly work    place environment!!      ...
The Other Steps!   Selection – job match   Goal clarity and achievement   Compensation   Career development           ...
The Other Steps!   Team effectiveness   Job satisfaction   Job security   Recognition   Professional growth          ...
Selection – Job Match   Having the right job description helps    job seekers know what you are    looking for   Intervi...
Goal Clarity and             Achievement   Make sure every employee    understands and knows the company    vision and mi...
Compensation   Compensation is good incentive for    employees to stay with the company                                  ...
Compensation   Examples    ◦   Base Pay    ◦   Commissions    ◦   Overtime    ◦   Pay Bonuses    ◦   Profit Sharing    ◦ ...
Offer Health Benefits! A Healthy Employee is a happy                     employee!                                        ...
Career Development   It is important that employees    have the opportunity to grow and    move up the „ladder‟   Create...
Career Development   Examples    ◦ More responsibility    ◦ Moving into a more senior position    ◦ Offering to pay for c...
Team Effectiveness   Team Effectiveness    ◦ Team work is an essential in the work      force    ◦ Creates a sense of tea...
Team Effectiveness   What can you do to create a stronger    team in your workplace?                                     ...
Job Satisfaction   Job Satisfaction    ◦ Employee is happy with their employer,      their job, their co-workers         ...
Job Security   Job Security    ◦ Every single employee wants to be sure      that their job is still there the next day  ...
Recognition   Employees want to be recognized for    their work and the effort they‟ve put in,    management needs to ack...
Retaining Employees   It is important to have a system where    employees feel motivated and    satisfied   This will al...
Retaining Employees   Allowing employees to have flexibility    when needed makes them feel like    the organization care...
Happy Staff…..Means happy customers!                         37
   When employees are happy they    perform better and that means    customers receive quality service   Better Performa...
Focus on the Customers   No matter what kind of business you    have, customers are what keep you in    business   Pleas...
Guess!   Why Customers Quit Your Company:Customers die ___%Relocation ___%Develop other relationships with other companie...
68% Leave Because of Poor         Customer Service!   More than half your business changes    to your competitor because ...
What can we do?   Fish Philosophy    ◦ Teaches us 4 important steps that need to      be taken in order to have quality s...
Fish Philosophy1.   Play2.   Be There3.   Choose Your Attitude4.   Make Their Day                              43
Fish Philosophy – Play   Enjoy and make it fun in your work    place (callers know if you‟re smiling    when you answer t...
Fish Philosophy – Be There   Don‟t let customers wait too long!   If they‟re on hold – let them know    you‟ll be with t...
Fish Philosophy – Choose            Your Attitude   Positive attitudes are important! Be    Optimistic!   First impressi...
Fish Philosophy – Choose Your                Attitude   Every customer should feel like they    have 100% of your attenti...
Fish Philosophy –             Make Their Day   Do something extra to make a    customer‟s day!   Go the extra mile   If...
Role Play   Groups of 3 or more   Bad Service: 2 people – 1 person    plays the clerk who gives bad service    the other...
Role Play   Good Service: 2 people - 1 person    plays the clerk who gives good service    the other plays the customer  ...
Focus on the Customer   Good customer service will retain    customers and bad service drive    customers away    ◦ 1 per...
Focus on the Customer   FISH – use practices that motivate staff    to have fun, give extra, and have create    positive ...
Focus on the Results   Make goals and reach them   There are 3 kinds of goals to make    ◦ Immediate    ◦ Short term    ...
Goals   Immediate Goals    ◦ Goals that can be achieved in a day,      week, or month    ◦ Ex. Meeting a selling quota fo...
Goals   Short Term Goals    ◦ Goals that can achieved in under 5 years    ◦ Ex. Productivity levels met at a certain     ...
Goals   Long Term Goals    ◦ The long time objective the company      strives to continually obtain    ◦ Ex. Being the nu...
What are your goals?   What are your own personal and    department goals?   How do you plan or contribute to    reachin...
The Result   With excellent customer service and    happy employees (have an    appreciation day – celebrates    birthday...
Thank you for the opportunity to meet today! Tel 403 264 5288 lisa@hylton.ca                              59
CG Hylton - Services      HR Consulting          Benefits, Pensions,      Job Descriptions        EAP      Salary Grid...
What is an    “Employer of Choice”?   Any employer of any size in the public,    private or not-for-profit sector that   ...
Which results in   Employees choosing to work or    continue to work for your    organization… even when    presented wit...
Where does salary stack up?When an employee is considering a job, what do they look for?Any ideas?                        ...
Where does salary stack up?When an employee is considering a job,  what do they look for? 2003 data1. Company policy2. Com...
Ipsos 2007 Survey   Top reason for staying in the job –    like the work, like the atmosphere                            ...
IPSOS 2007 Survey Top 5 reasons forstaying in a job1.   like the work2.   like the co-workers3.   like the company4.   lea...
What about 2009, has the economy changed things? Any   ideas?                            67
How do you treat staff?                          68
Our offer to you Please call if you have any HR, or  workplace issue that you are  overwhelmed with We can help you   W...
CG Hylton - Services   HR Consulting               Benefits, Pensions,   Job Descriptions             EAP   Salary Gri...
Upcoming SlideShare
Loading in …5
×

Building organizational capacity

571 views
375 views

Published on

How can you make your organization better? Using simple HR tools learn how to make your organization an employer of choice

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
571
On SlideShare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Building organizational capacity

  1. 1. Building Organizational Capacity: Focus on Results,Focus on Staff, and Focus on Your Customers Workshop Presented by Lisa Peckham, Associate, CG Hylton & Associates Inc. Sept. 17, 2010 1
  2. 2. Introduction Lisa Peckham: Lisa@hylton.ca ◦ Over 10 years experience ◦ Presented at other Infonex Conferences CG Hylton & Associates Inc. ◦ EAP ◦ Group or Individual benefits ◦ CustomCare ◦ Human Resource Consultants ◦ First Nation Consultants ◦ Insurance 2
  3. 3. Agenda Introductions! What is Building on Organizational Capacity? 3 steps: ◦ Focus on the customers ◦ Focus on the employees ◦ Focus on the results Tie it all together understand how it all fits! 3
  4. 4. Do you have any workplace issues we can try and solve for you in this session? 4
  5. 5. Organization An entity of a group of people striving towards a goal or to achieve a purpose ◦ What is your organization‟s purpose? 5
  6. 6.  Who do we have in the room please? First Nations Metis Innuit Not for profits? Gov‟t Private Sector Health and Education? 6
  7. 7. What is Organizational Capacity Building?? The ability of an organization to use its resources to run effectively 7
  8. 8. Exercise: What are some of the important resources in your company? 8
  9. 9. Rank the resourcesYour number 1 resourceshould be your staff! 9
  10. 10. Rank the Resources Peopleare one of the most important resources a company has Holding onto those good employees is an important goal 10
  11. 11. Rank the Resources The right person/people can increase productivity! ◦ help to create a healthy & friendly working environment ◦ increase motivation in the workplace 11
  12. 12. Focus on Staff People are the most important resource The Goal: retain the good quality workers 12
  13. 13. Focus on StaffHow do I do that? 13
  14. 14. Focus on Staff In order to keep good employees companies need to give back to them for their good work Have you heard of the “Push” or the “Pull” Theory? 14
  15. 15. Pushes Salary is too low Benefit package not adequate Job insecurity Commute distance or time investment is too demanding 15
  16. 16. Pushes Lack of accommodation for family or medical issues A person‟s immediate manager is not meeting the employee‟s needs 16
  17. 17. Pull Employee becomes aware of a terrific job that offers more in terms of salary, benefits, job security, prestige, meaningful responsibilities, etc. Family issues call for a change in location 17
  18. 18. Pull The employee has a strong desire to change geographic location for reasons other than family considerations A former manager of this employee “recruits” the person to come work with him or her Some combination of factors creates an “offer/opportunity they can‟t refuse” 18
  19. 19. Retaining Employees Find out if your employees are happy with their job How do I find out? ◦ Survey your employees about Work Satisfaction ◦ Survey or ask if your employees are happy with their job ◦ Ask what you can do to improve their happiness 19
  20. 20. Retaining Employees There are other steps to take to ensure a healthy and friendly work place environment!! 20
  21. 21. The Other Steps! Selection – job match Goal clarity and achievement Compensation Career development 21
  22. 22. The Other Steps! Team effectiveness Job satisfaction Job security Recognition Professional growth 22
  23. 23. Selection – Job Match Having the right job description helps job seekers know what you are looking for Interview: look for personality Anyone can be trained but only a select few have the right “fit” for the company 23
  24. 24. Goal Clarity and Achievement Make sure every employee understands and knows the company vision and mission statement Set goals for employees to achieve ◦ Ex. Meeting a monthly quota will reward the employee with a $100 gift card Goals help to create motivation and help employees stay on track 24
  25. 25. Compensation Compensation is good incentive for employees to stay with the company 25
  26. 26. Compensation Examples ◦ Base Pay ◦ Commissions ◦ Overtime ◦ Pay Bonuses ◦ Profit Sharing ◦ Merit Pay Stock Options ◦ Travel/Meal/Housing Allowance Benefits 26
  27. 27. Offer Health Benefits! A Healthy Employee is a happy employee! 27
  28. 28. Career Development It is important that employees have the opportunity to grow and move up the „ladder‟ Creates motivation and sense of achievement 28
  29. 29. Career Development Examples ◦ More responsibility ◦ Moving into a more senior position ◦ Offering to pay for courses that help them obtain more knowledge or a designation (training allowance) 29
  30. 30. Team Effectiveness Team Effectiveness ◦ Team work is an essential in the work force ◦ Creates a sense of team effort and increases cooperation in the work place 30
  31. 31. Team Effectiveness What can you do to create a stronger team in your workplace? 31
  32. 32. Job Satisfaction Job Satisfaction ◦ Employee is happy with their employer, their job, their co-workers 32
  33. 33. Job Security Job Security ◦ Every single employee wants to be sure that their job is still there the next day 33
  34. 34. Recognition Employees want to be recognized for their work and the effort they‟ve put in, management needs to acknowledge these efforts Examples: giving a turkey to everyone on Christmas 34
  35. 35. Retaining Employees It is important to have a system where employees feel motivated and satisfied This will allow the company to achieve optimal work level 35
  36. 36. Retaining Employees Allowing employees to have flexibility when needed makes them feel like the organization cares about them as people and motivates employees to give back to the employer 36
  37. 37. Happy Staff…..Means happy customers! 37
  38. 38.  When employees are happy they perform better and that means customers receive quality service Better Performance = Better Customer Service 38
  39. 39. Focus on the Customers No matter what kind of business you have, customers are what keep you in business Pleasing and keeping clients happy equals a successful company 39
  40. 40. Guess! Why Customers Quit Your Company:Customers die ___%Relocation ___%Develop other relationships with other companies ___%Leave for competitive reasons __%Dissatisfied with product __%Dissatisfied with customer service __% 40
  41. 41. 68% Leave Because of Poor Customer Service! More than half your business changes to your competitor because of poor service! People are brand loyal only if they consistently receive good service 41
  42. 42. What can we do? Fish Philosophy ◦ Teaches us 4 important steps that need to be taken in order to have quality service all the time 42
  43. 43. Fish Philosophy1. Play2. Be There3. Choose Your Attitude4. Make Their Day 43
  44. 44. Fish Philosophy – Play Enjoy and make it fun in your work place (callers know if you‟re smiling when you answer the phone) Having fun at your job makes time go by fast Increases motivation! 44
  45. 45. Fish Philosophy – Be There Don‟t let customers wait too long! If they‟re on hold – let them know you‟ll be with them Be there every step of the way and make sure they know how to reach you 45
  46. 46. Fish Philosophy – Choose Your Attitude Positive attitudes are important! Be Optimistic! First impressions are lasting Every request a customer makes is important 46
  47. 47. Fish Philosophy – Choose Your Attitude Every customer should feel like they have 100% of your attention Smile before answering the phone or greeting a customer 47
  48. 48. Fish Philosophy – Make Their Day Do something extra to make a customer‟s day! Go the extra mile If it‟s something you can do, then make the effort to do it 48
  49. 49. Role Play Groups of 3 or more Bad Service: 2 people – 1 person plays the clerk who gives bad service the other plays the customer ◦ What makes bad service bad? ◦ http://www.youtube.com/watch?v=lmFXTht n014&feature=related 49
  50. 50. Role Play Good Service: 2 people - 1 person plays the clerk who gives good service the other plays the customer ◦ What makes good service good? 50
  51. 51. Focus on the Customer Good customer service will retain customers and bad service drive customers away ◦ 1 person will tell 5 of their friends and family the bad experience they‟ve had ◦ 1 person may mention to someone the great service they‟ve had 51
  52. 52. Focus on the Customer FISH – use practices that motivate staff to have fun, give extra, and have create positive attitudes ◦ Result = great customer service 52
  53. 53. Focus on the Results Make goals and reach them There are 3 kinds of goals to make ◦ Immediate ◦ Short term ◦ Long term 53
  54. 54. Goals Immediate Goals ◦ Goals that can be achieved in a day, week, or month ◦ Ex. Meeting a selling quota for the week 54
  55. 55. Goals Short Term Goals ◦ Goals that can achieved in under 5 years ◦ Ex. Productivity levels met at a certain point 55
  56. 56. Goals Long Term Goals ◦ The long time objective the company strives to continually obtain ◦ Ex. Being the number 1 choice for clients 56
  57. 57. What are your goals? What are your own personal and department goals? How do you plan or contribute to reaching them? Brainstorm in a group and share the goals 57
  58. 58. The Result With excellent customer service and happy employees (have an appreciation day – celebrates birthdays, events, etc), companies have the necessary means to achieve their objectives Increasing or improving your organizational capacity will allow you to become successful! 58
  59. 59. Thank you for the opportunity to meet today! Tel 403 264 5288 lisa@hylton.ca 59
  60. 60. CG Hylton - Services  HR Consulting  Benefits, Pensions,  Job Descriptions EAP  Salary Grids  Strategic Planning  Classification  Drug and Alcohol System - free & programs easy to  Dept re-orgs understand  Leadership (NOC) compensation  Wellness at Work  Staff Morale Tel 403 264 5288  Training lisa@hylton.ca 60
  61. 61. What is an “Employer of Choice”? Any employer of any size in the public, private or not-for-profit sector that attracts, optimizes and retains top talent… because the employees choose to be there 61
  62. 62. Which results in Employees choosing to work or continue to work for your organization… even when presented with other and more enticing employment opportunities 62
  63. 63. Where does salary stack up?When an employee is considering a job, what do they look for?Any ideas? 63
  64. 64. Where does salary stack up?When an employee is considering a job, what do they look for? 2003 data1. Company policy2. Company administration3. Relationship with Supervisor4. Working conditions5. SalarySource: August 2003 survey by the Society for Human Resource Management (SHRM) and CareerJournal.com 64
  65. 65. Ipsos 2007 Survey Top reason for staying in the job – like the work, like the atmosphere 65
  66. 66. IPSOS 2007 Survey Top 5 reasons forstaying in a job1. like the work2. like the co-workers3. like the company4. learning a lot5. salary satisfaction 66
  67. 67. What about 2009, has the economy changed things? Any ideas? 67
  68. 68. How do you treat staff? 68
  69. 69. Our offer to you Please call if you have any HR, or workplace issue that you are overwhelmed with We can help you We also are pleased to do Free Workshops for your organization (some limits apply) Let us know what your needs are and we will make it happen! 69
  70. 70. CG Hylton - Services HR Consulting  Benefits, Pensions, Job Descriptions EAP Salary Grids  Strategic Planning Wellness at Work  Drug and Alcohol programs Staff Morale  Dept re-orgs Training and Workshops  Leadership compensation Tel 403 264 5288 chris@hylton.ca 70

×