BBVA winning culture  WORKBOOK 11.13
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BBVA winning culture WORKBOOK 11.13






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BBVA winning culture  WORKBOOK 11.13 BBVA winning culture WORKBOOK 11.13 Document Transcript

  • Building A Winning Culture BBVA The Formula for Business Success: (T+C+ECF) x DE = Success THE 4 I’S How to Avoid the 4 I’s  Aggressive external market focus.  Ridiculously high level of customer focus.  Keep the “Main Things” the main things.  Bullish on knowledge sharing and learning.  Teamwork is mandatory – not optional  Passion and commitment at all levels.  Foster a healthy paranoia.  Revel in change 2
  • Building A Winning Culture BBVA ORGANIZATIONAL EFFECTIVENESS AUDIT Answer the following questions as honestly as possible using this 1-10 point scale: 1 = Strongly Disagree 7 = Agree Somewhat 3 = Disagree Somewhat 10 = Strongly Agree 5 = Not Sure 1. We have a clear and detailed vision for the direction of our company that is very well communicated throughout the entire organization: ________ 2. Every employee has clear / quantifiable / observable performance objectives: ________ 3. There is a high level of very open and honest communication throughout the organization: ________ 4. I have a high level of trust in the skills, abilities, and integrity of my co-workers: ________ 5. There is a high sense of urgency within the organization to get things done: ________ 6. We have only the best, highly competent people in all areas of the organization: ________ 7. We focus very intently on the needs of our customers: ________ 8. There is no politics, rumor-mongering or finger-pointing within our organization: ________ 9. Our key leaders operate as a highly-effective team: ________ 10. There is a high level of both personal and mutual accountability within the organization: _______ 11. People display a positive, enthusiastic attitude throughout the organization: _______ 12. We are superb at collecting and using feedback from our customers: _______ 13. Our organization displays great discipline in pursuing our focused business objectives: _______ 14. I am very pleased with where our organization is in the marketplace today: _______ 3
  • Building A Winning Culture BBVA TEN ELEMENTS OF A WINNING CULTURE 1. People enjoy the work they do and the people they work with _____ 2. People take pride in the work they do and the company they work for _____ 3. There are high levels of engagement, connection, camaraderie and a community of caring _____ 4. There is a culture of fairness, respect, trust, inclusiveness and teamwork _____ 5. The leaders walk the talk, live the values and communicate a clear vision and strategy for growth _____ 6. Lots of open, honest, robust and transparent communication across the entire organization _____ 7. The company invests back in employees; there is a commitment to learning, coaching and development _____ 8. There is a bias for action, employees have an ownership mentality and always strive to give their personal best _____ 9. There is high accountability and a strong focus on delivering the desired results _____ 10. There is ample recognition and rewards and mediocrity is not tolerated _____ Orange Revolution: 4 + 1 Clear, specific and measurable goals _______ High levels of trust across the organization _______ Free flow of all pertinent information across the entire organization _______ High levels of both personal and mutual accountability _______ A focus on catching people doing things right and rewarding them _______ Wow — No Surprises — Celebrate 4
  • Building A Winning Culture BBVA ELEMENTS OF A HIGH PERFORMANCE TEAM D M C C M D 10 Key Team Competencies 1. Setting clear, specific and measurable goals. _______ 2. Making assignments extremely clear and ensuring required competence. _______ 3. Establishing 100% accountability for high performance across the entire team. _______ 4. Running effective team meetings. _______ 5. Building very strong levels of trust. _______ 6. Establishing open, honest, frank and safe communications. _______ 7. Managing conflict effectively. _______ 8. Creating mutual respect and collaboration. _______ 9. Encouraging prudent risk-taking, creativity and innovation. _______ 10. Engaging in ongoing team building activities. _______ 5
  • Building A Winning Culture BBVA WHY IS IT SO IMPORTANT TO DELIVER SUPERIOR CUSTOMER SERVICE? It is a proven business fact: The combination of quality products and services, with very high levels of customer satisfaction — directly drives significantly higher profitability. In other words, it should be spelled Customer $ervice — with a big capital What this chart shows: According to this massive research study, by going from an average of “Somewhat Agree” to “Agree” on the Quality and Customer Relationship scores (in the eyes of the staff) the average company would more than double (104%) its financial performance! Financial Performance CR=104.12 T Highest Quality Products / Services & Excellent Customer Relationships As another example: If you improve the average rating on Employee Satisfaction by 10 –15% (again going from “Somewhat Agree” to “Agree”) it will cause a 42% improvement in financial performance, including both profitability and growth. N L CR= .404 CR=.277 Employee Satisfaction CR=.275 CR=.249 CR=.334 CR=.280 Empowerment CR=.285 Long-term Orientation $. CR=.371 Coaching CR=.365 Enthusiasm, Commitment, Respect CR=.191 Training & Development CR = Causal Relationship Based on: “ Practice What You Preach” by Maister 6 High Standards CR=.247 Fair Compensation
  • Building A Winning Culture BBVA HERE IS THE LIST OF THE TOP FACTORS THAT DROVE THESE COMPANIES TO BRING IN FINANCIAL RETURNS THAT WERE OFTEN 20 TIMES LARGER THAN THEIR COMPETITORS... 1 = Strongly Disagree 3 = Disagree Somewhat 5= Not Sure 7= Agree Somewhat 10 = Strongly Agree We have an uncompromising determination to achieve excellence in everything we do: ________ We have a real commitment to high-quality work, and tolerate nothing less: ________ We have a real commitment to high levels of customer service, and tolerate nothing else: ________ In this company we set and enforce very high standards for performance: ________ Management gets the best work out of everybody in the company: ________ The quality of the work performed by our group is consistently high: ________ We keep customers informed on issues affecting their business: ________ We make our customers feel as though they are very important to us: ________ Customer satisfaction is a top priority in our company: ________ We listen well to what the customer has to say: ________ We are extremely good at building long-term customer relationships: ________ The people in our company do “whatever it takes” to do a good job for the customer: ________ We do a good job of resolving customer problems when they occur: _________ We always place the customers’ interests first, ahead of those of the company: _________ The level of quality service delivered by my group / team is consistently high: ________ READ THAT LIST AGAIN… AND AGAIN!!!!! THIS IS CRITICAL TO YOUR SUCCESS 7
  • Building A Winning Culture BBVA Workshop: Personal Action Steps Please list at least 4 specific, measurable, and observable action steps that YOU can take to implement the ideas you learned today. Based on the list you just created, as well as the strengths and weaknesses you identified, what can you do to make a more positive impact on your organization’s success?? 1. 2. 3. 4. 8