0
1
HOW TO
ONBOARD A
“FANATIC”
Delivered by: Eddie Gleeson
RACKSPACE® HOSTING | WWW.RACKSPACE.COM
2
RACKSPACE® HOSTING | WWW.RACKSPACE.COM
HOW DO YOU
ONBOARD A
“FANATIC”?..
INVEST IN THE
INDIVIDUAL.
3
RACKSPACE® HOSTING | WWW.RACKSPACE.COM
2007
• 200 Rackers (UK)
• 2 Offices (US &
UK)
• 2 Technologies
• 2 Service Levels
•...
RACKSPACE® HOSTING | WWW.RACKSPACE.COM
To be recognised as one of the
world’s greatest service companies.
“
”
Rackspace Vi...
6
RACKSPACE® HOSTING | WWW.RACKSPACE.COM
7
RACKSPACE® HOSTING | WWW.RACKSPACE.COM
Our 4 Pillars
8
Know
Rackspace
Know The
People
Know Where I’m
Going
Have The
Knowle...
RACKSPACE® HOSTING | WWW.RACKSPACE.COM
The Current World
9
Racker
Fundamentals
Welcome
Home
Hosting
Fundamentals
Sales
Fun...
RACKSPACE® HOSTING | WWW.RACKSPACE.COM
10
Rookie-O
• Build a
network
• Understand
the culture
• Knowledge of
the business
...
RACKSPACE® HOSTING | WWW.RACKSPACE.COM
• Managing within
the RS culture
• Leading with
authenticity
• Forming a 90 plan
• ...
RACKSPACE® HOSTING | WWW.RACKSPACE.COM
Where We’re Going
Challenge
• Specialisation = specialist skillsets = specific deve...
RACKSPACE® HOSTING | WWW.RACKSPACE.COM
Proposed World
13
Why?
• Tailored on-boarding plans
• Agility in design / evolution...
RACKSPACE® HOSTING | WWW.RACKSPACE.COM
End Game – it’s all about specialists and
competence
14
Probation
Key
Classroom
Vid...
RACKSPACE® HOSTING | WWW.RACKSPACE.COM
Finally – What’s
The Value?
• NPS in Onboarding = 84%
• Probation Passes = 97.5%
• ...
16
RACKSPACE® HOSTING | © RACKSPACE US, INC. | RACKSPACE® AND FANATICAL SUPPORT® ARE SERVICE MARKS OF RACKSPACE US, INC. R...
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#Firmday 28 march 2014 Rackspace - how to onboard a fanatic

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Eddie Gleeson, On-boarding & Business Skills Manager at Rackspace, will share with us how they prepare people for working in a high-growth, super high-change environment with a 'fanatical' commitment to delivering a great customer experience with a session called 'How to On-board a Fanatic'

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  • If you’ve seen a Rackspace presentation before, you likely have seen a statement such as this talking about great customer service. At Rackspace, we believe that Service is our key strategic differentiator and reason customers will continue to trust their business to Rackspace. While more than ever technology is playing a key role in RAX capabilities (OpenStack, Public/Private Cloud, RackConnect, etc)...we’ll continue to rely on service as our primary differentiator.
  • http://youtu.be/De3n7IzplU8http://youtu.be/YucEzdOu2OY
  • Transcript of "#Firmday 28 march 2014 Rackspace - how to onboard a fanatic"

    1. 1. 1 HOW TO ONBOARD A “FANATIC” Delivered by: Eddie Gleeson
    2. 2. RACKSPACE® HOSTING | WWW.RACKSPACE.COM 2
    3. 3. RACKSPACE® HOSTING | WWW.RACKSPACE.COM HOW DO YOU ONBOARD A “FANATIC”?.. INVEST IN THE INDIVIDUAL. 3
    4. 4. RACKSPACE® HOSTING | WWW.RACKSPACE.COM 2007 • 200 Rackers (UK) • 2 Offices (US & UK) • 2 Technologies • 2 Service Levels • £29m Revenue (UK) 4 2014 • 1200 Rackers (Int.) • 18 Offices (Globally) • Dedicated, Cloud, Openstack, Busine ss Apps, Dev. Apps, Big Data Technology… • 5 Core Service Levels • £236m Revenue (Int)
    5. 5. RACKSPACE® HOSTING | WWW.RACKSPACE.COM To be recognised as one of the world’s greatest service companies. “ ” Rackspace Vision 5
    6. 6. 6
    7. 7. RACKSPACE® HOSTING | WWW.RACKSPACE.COM 7
    8. 8. RACKSPACE® HOSTING | WWW.RACKSPACE.COM Our 4 Pillars 8 Know Rackspace Know The People Know Where I’m Going Have The Knowledge to do My Job
    9. 9. RACKSPACE® HOSTING | WWW.RACKSPACE.COM The Current World 9 Racker Fundamentals Welcome Home Hosting Fundamentals Sales Fundamentals Support Fundamentals Manager Compass Tools of the Rack Rack Ready Workbook Rookie-O
    10. 10. RACKSPACE® HOSTING | WWW.RACKSPACE.COM 10 Rookie-O • Build a network • Understand the culture • Knowledge of the business and strategy
    11. 11. RACKSPACE® HOSTING | WWW.RACKSPACE.COM • Managing within the RS culture • Leading with authenticity • Forming a 90 plan • Understanding the processes & tools for supporting customers • Selling hosting at RS • Selling the value of RS and FS • Selling the portfolio • Understanding the competition • Understand hosting technology • Know and understand the RS portfolio • Build a learning platform • Build a network • Understand the culture • Knowledge of the business and strategy The Current World 11 Racker Fundamentals Welcome Home Hosting Fundamentals Sales Fundamentals Support Fundamentals Manager Compass Tools of the Rack Rack Ready Workbook • To assist rackers in owning their own onboarding experience • To assist managers with constructing to “out of classroom” parts of onboardind Rookie-O
    12. 12. RACKSPACE® HOSTING | WWW.RACKSPACE.COM Where We’re Going Challenge • Specialisation = specialist skillsets = specific development requirements Onboarding solution • Move to a “time to competence” based model: Why? • More unique requirements; specialist skills, remote working, return to work • Therefore more; specialist subjects, methods of delivery, tailored programmes 12 Expected progress Needs more focused development High performer
    13. 13. RACKSPACE® HOSTING | WWW.RACKSPACE.COM Proposed World 13 Why? • Tailored on-boarding plans • Agility in design / evolution • More on-boarding options • Progress tracking and assessment
    14. 14. RACKSPACE® HOSTING | WWW.RACKSPACE.COM End Game – it’s all about specialists and competence 14 Probation Key Classroom Video Reading Assignment
    15. 15. RACKSPACE® HOSTING | WWW.RACKSPACE.COM Finally – What’s The Value? • NPS in Onboarding = 84% • Probation Passes = 97.5% • 1st Year Leavers = 5.9% 15
    16. 16. 16 RACKSPACE® HOSTING | © RACKSPACE US, INC. | RACKSPACE® AND FANATICAL SUPPORT® ARE SERVICE MARKS OF RACKSPACE US, INC. REGISTERED IN TH E UNITED STATES AND OTHER COUNTRIES. RACKSPACE® HOSTING | 5 MILLINGTON ROAD | HAYES, UNITED KINGDOM UB3 4AZ UK SALES: +44 (0)20 8712 6507 | UK SUPPORT: 0800 988 0300 | WWW.RACKSPACE.CO.UK
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