Creating a High Performance Culture July 30, 2009

Agenda Culture and Its Impact Defining High Performance Culture Creating a High Performance Culture Cycles of Use Ecosystem Performance Management Talent Development Case Study Questions © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group.

Culture and Its Impact

Defining High Performance Culture

Creating a High Performance Culture

Cycles of Use Ecosystem

Performance Management

Talent Development

Case Study

Questions

With You Today Brent Jameson , Vice-President, Guidon Performance Solutions, LLC Over 15 years experience in application of Lean and Six Sigma Extensive experience migrating Kaizen and Lean thinking from manufacturing to front and back office operations Client experience in retail, healthcare, financial services, information technology, and telecommunications © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group. Jim Dickey , Vice-President, Guidon Performance Solutions, LLC Over 15 years experience in application of Lean and Six Sigma Co-founder of Guidon Performance Solutions – the pioneer in applying LeanSigma ® in non-industrial and non-traditional companies Client experience in retail, healthcare, financial services, telecommunications and government Pioneered groundbreaking approach to managing capacity and staffing in highly complex, highly variable operating environments

Brent Jameson , Vice-President, Guidon Performance Solutions, LLC

Over 15 years experience in application of Lean and Six Sigma

Extensive experience migrating Kaizen and Lean thinking from manufacturing to front and back office operations

Client experience in retail, healthcare, financial services, information technology, and telecommunications

Jim Dickey , Vice-President, Guidon Performance Solutions, LLC

Over 15 years experience in application of Lean and Six Sigma

Co-founder of Guidon Performance Solutions – the pioneer in applying LeanSigma ® in non-industrial and non-traditional companies

Client experience in retail, healthcare, financial services, telecommunications and government

Pioneered groundbreaking approach to managing capacity and staffing in highly complex, highly variable operating environments

Corporate Culture © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group. cul ·ture: the set of shared attitudes, values, goals and practices that characterizes a company or corporation. -Webster’s Dictionary

What Is Corporate Culture Culture is represented in the norms and unwritten rules that guide employee actions Corporate cultures are shaped by a variety of influences nature of the business geography fingerprints of the company founders, current leaders and associates Culture “happens” © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group. You can accept the hand you have been dealt or you can take action to change it.

Culture is represented in the norms and unwritten rules that guide employee actions

Corporate cultures are shaped by a variety of influences

nature of the business

geography

fingerprints of the company founders, current leaders and associates

Culture “happens”

The Power of Culture Corporate culture can have a significant impact on a firm's long-term economic performance. Corporate cultures inhibiting strong performance are not rare; they develop easily, even in firms full of reasonable and intelligent people. Although tough to change, corporate cultures can be made more performance-enhancing. © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group. John Kotter and James Heskett, Corporate Culture and Performance

Corporate culture can have a significant impact on a firm's long-term economic performance.

Corporate cultures inhibiting strong performance are not rare; they develop easily, even in firms full of reasonable and intelligent people.

Although tough to change, corporate cultures can be made more performance-enhancing.

Creating a High Performance Culture © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group. “ The culture of a company is the behavior of its leaders. Leaders get the behavior they exhibit and tolerate. You change the culture of a company by changing the behavior of its leaders.” Larry Bossidy Former CEO, Honeywell A set of shared beliefs, values, attitudes, goals and actions at all levels focused on superior execution. High Performance Culture

Transformation Will Require a Change In Thinking… “ People are very open minded about new things. As long as they are exactly like the old ones.” - Charles Kettering © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group.

© 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group. “… The two fundamental forces that drive GE…a common operating system and common social architecture…” Jack Welch GE 1999 Annual Report

Structure of Corporate Culture © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group. Changing the culture requires a focus on the Social Architecture and Operating System

Social Architecture The “real” social architecture Defined by those attributes and behaviors which are seen to lead to promotion and advancement Same as the attributes and behaviors espoused by the leadership as being desirable © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group.

The “real” social architecture

Defined by those attributes and behaviors which are seen to lead to promotion and advancement

Same as the attributes and behaviors espoused by the leadership as being desirable

Operating System © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group. The “real” operating system Defined by the activities to which leadership gives highest priority and devotes most time Commonly used management practices and tools Predictable sequence of events used year after year to run the organization Drivers of day-to-day priorities Tools, techniques and processes at Levels 1 – 3

The “real” operating system

Defined by the activities to which leadership gives highest priority and devotes most time

Commonly used management practices and tools

Predictable sequence of events used year after year to run the organization

Drivers of day-to-day priorities

Tools, techniques and processes at Levels 1 – 3

Start with Roles of Leadership Responsible for Strategic Planning and Leadership Talent Development Transition to Execution Execution on Annual Commitments Talent Development Transition for Improvement Managing Change Execution of Daily Operational Commitments Continuous Improvement Senior Leadership © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group. Establishing culture begins with clarifying leadership roles & responsibilities. Middle Management/Leadership Supervisor/Front Line Leadership

Responsible for Strategic Planning and Leadership

Talent Development

Transition to Execution

Execution on Annual Commitments

Talent Development

Transition for Improvement

Managing Change

Execution of Daily Operational Commitments

Continuous Improvement

Senior Leadership

Culture Transformation © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group. Cycle must occur at each level of the organization, however, with different tools and practices. Cycles of Use Linking tools and practices (operating system) with the values of an organization (social architecture) A Standard Playbook for creating the leadership culture which will drive high performance

Cycles of Use

Linking tools and practices (operating system) with the values of an organization (social architecture)

A Standard Playbook for creating the leadership culture which will drive high performance

Cycles of Use Ecosystem Goal Setting Tools to plan, establish and target initiatives Communicate, Translate and Deploy Share goals and targets with L2 and L3 Leadership Translate into executable plans Deploy resources Measuring Performance and Results Tools, forums to discuss and evaluate performance to targets Identify gaps, create plans to improve and assign responsibility Executing to Close Gaps Collaborative problem solving Lean, Six Sigma, FOCUS Incent & Celebrating Successes Reinforcing methods for desired results (repeatable) and behaviors Problem solving methods & tools © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group. A High Performing Culture is similar to an ecosystem. Species Air Soil Nutrients Water Five Elements of a Forest System Five Elements of Cycle of Use

Goal Setting

Tools to plan, establish and target initiatives

Communicate, Translate and Deploy

Share goals and targets with L2 and L3 Leadership

Translate into executable plans

Deploy resources

Measuring Performance and Results

Tools, forums to discuss and evaluate performance to targets

Identify gaps, create plans to improve and assign responsibility

Executing to Close Gaps

Collaborative problem solving Lean, Six Sigma, FOCUS

Incent & Celebrating Successes

Reinforcing methods for desired results (repeatable) and behaviors

Problem solving methods & tools

Senior Leadership Cycles of Use – Example © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group.

Mid-Level Leadership Cycles of Use © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group. MONTHLY OPERATIONS REVIEW Separate SD and KPI Reviews Exception Reporting Forward Focus on Potential Problems & Opportunities Quick Response Countermeasures Manage the Process “ Balanced Focus” Strategic Deployment Implementation “ Critical Few” Processes Action Plan at Point of Impact Bowling Charts Daily Management Operating Unit Responsibility – SQDC KPI’s KPI Bowling Charts

Front Line Leadership Cycles of Use © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group. Front-Line “Scorecard” & Performance Management System Identify opportunities in Operations Performance Reviews (OPR) Problem solving to address gaps and align to business needs

Front-Line “Scorecard” & Performance Management System

Identify opportunities in Operations Performance Reviews (OPR)

Problem solving to address gaps and align to business needs

Leadership Talent Development The three basic objectives of talent are helping: Employees understand where they can be most successful as well as how they can best develop within the organization. Leaders perform better by making better hiring and promotion decisions and managing employees more effectively through improved mentoring and coaching. Organizations place talent correctly, maximizing employee productivity and being more proactive in succession planning. Basic components of an effective talent development system are recruitment, assessment, on-boarding, development planning, performance management and career “pathing.” © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group.

The three basic objectives of talent are helping:

Employees understand where they can be most successful as well as how they can best develop within the organization.

Leaders perform better by making better hiring and promotion decisions and managing employees more effectively through improved mentoring and coaching.

Organizations place talent correctly, maximizing employee productivity and being more proactive in succession planning.

Basic components of an effective talent development system are recruitment, assessment, on-boarding, development planning, performance management and career “pathing.”

The Reality Is… The changes with Leadership are not just technical / process oriented. The reality is that the challenge is with… PEOPLE © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group.

The changes with Leadership are not just technical / process oriented. The reality is that the challenge is with…

PEOPLE

High Performance Leadership Roadmap © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group. Succession Planning Identify Candidates Pilot L3 develops succession plan Key leadership roles Key skills for success and create skills matrix Expected future opportunities Utilize Cycle of Use outcomes to identify key L1 and L2 candidates Remove pilot candidates from existing role and begin rotation Assign L3 mentor Review progress each trimester Assess Capabilities Ongoing Rotation Assess Candidates relative to skills matrix Begin rotation 2 Level 3 Leadership and Mentoring Human Resources Oversight

L3 develops succession plan

Key leadership roles

Key skills for success and create skills matrix

Expected future opportunities

Utilize Cycle of Use outcomes to identify key L1 and L2 candidates

Remove pilot candidates from existing role and begin rotation

Assign L3 mentor

Review progress each trimester

Assess Candidates relative to skills matrix

Begin rotation 2

Leadership Development Skills Matrix – Example © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group. Based on required skills for succession positions

© 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group. High Performance Culture Case Study

Client Case Study: Financial Services Employees: 20,000 Global Footprint: 50 Countries Line of Business: Treasury and Securities Services Legacy: Growth by M & A Situation: Over 35 systems platforms “ Loose confederation of states” Performance management tied only to financials Overly complex and non-standardized operations © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group.

Employees: 20,000

Global Footprint: 50 Countries

Line of Business: Treasury and Securities Services

Legacy: Growth by M & A

Situation:

Over 35 systems platforms

“ Loose confederation of states”

Performance management tied only to financials

Overly complex and non-standardized operations

The Journey © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group. The Journey Begins Learning Building Sustaining Advancing

Before Cultural Transformation Q2 Recognize the need for cultural change Loose confederation of “states” Geographic / functional differences Inconsistent service delivery / High Performance concepts Q3 Assessed the Performance Culture across organization Observation / interviews – all levels & geographies Social and operating parameters evaluated © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group. All levels participated in survey to help us better understand our opportunities.

Q2

Recognize the need for cultural change

Loose confederation of “states”

Geographic / functional differences

Inconsistent service delivery / High Performance concepts

Q3

Assessed the Performance Culture across organization

Observation / interviews – all levels & geographies

Social and operating parameters evaluated

General Assessment Outcomes Robust performance reporting Customer service orientation Continuous improvement organization Standardization teams Recognizing and rewarding staff © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group. Strengths from survey

Robust performance reporting

Customer service orientation

Continuous improvement organization

Standardization teams

Recognizing and rewarding staff

Some Social / Cultural Assessment Outcomes Strong, but inconsistent, messages across the organization Less emphasis on valuing employees / sustaining a positive work environment Teamwork is not a cultural strength Strong theme of cynicism at larger sites Consistent definition of values; inconsistent definition of tools/processes © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group. A negative work environment results in cynical behavior and a lack of company pride.

Strong, but inconsistent, messages across the organization

Less emphasis on valuing employees / sustaining a positive work environment

Teamwork is not a cultural strength

Strong theme of cynicism at larger sites

Consistent definition of values; inconsistent definition of tools/processes

Some Operating Assessment Outcomes Poor alignment of goals perceived as performance barrier Existing reviews skewed toward financial performance Recognize front line resources not tapped to drive performance Lack of accountability, follow-through driver of poor delivery Incentive compensation not linked to individual performance © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group. Operational opportunities at the beginning of our journey

Poor alignment of goals perceived as performance barrier

Existing reviews skewed toward financial performance

Recognize front line resources not tapped to drive performance

Lack of accountability, follow-through driver of poor delivery

Incentive compensation not linked to individual performance

Year 3 Outcomes Employee Engagement Survey results improved by 15% annually Assets under management grew by 18% over the same period IT System Platforms reduced to 6 from over 35 Eliminated the need for over 1 million square feet of operations space Number of associates remained flat at 20,000 © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group.

Employee Engagement Survey results improved by 15% annually

Assets under management grew by 18% over the same period

IT System Platforms reduced to 6 from over 35

Eliminated the need for over 1 million square feet of operations space

Number of associates remained flat at 20,000

Client Case Study: Business Results © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group. 12% Annualized Growth Net Revenue Net Income 43% Annualized Growth 2003 2006 $4.6 Billion $6.4 Billion 2003 2006 $153 Million $316 Million

And Finally… “ Every day you may make progress. Every step may be fruitful. Yet there will stretch out before you an ever-lengthening, ever-ascending, ever-improving path. You know you will never get to the end of the journey. But this, so far from discouraging, only adds to the joy and glory of the climb.” -Winston Churchill on Perseverance © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group.

“ Every day you may make progress. Every step may be fruitful. Yet there will stretch out before you an ever-lengthening, ever-ascending, ever-improving path. You know you will never get to the end of the journey. But this, so far from discouraging, only adds to the joy and glory of the climb.”

-Winston Churchill on Perseverance

Questions? © 2008 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group. © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group.

Guidon Performance Solutions 866-986-4414 or 480-986-4414 [email_address] www.guidonps.com Thank You © 2008 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group. © 2009 Guidon Performance Solutions, LLC. All rights reserved. Guidon Performance Solutions is a licensee of LeanSigma®, a service mark of TBM Consulting Group.