Business Excellence Ft Lauderdale SHRM

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Business Excellence Ft Lauderdale SHRM

  1. 1. HR's Role in Building the Business of the Future
  2. 2. A few of my clients:
  3. 3. A few of the 90 + Universities:
  4. 4. For the past 22 years…
  5. 5. “ Simplicity is the ultimate sophistication” Leonardo da Vinci
  6. 7. The Pattern of Business Success
  7. 8. (T + C + ECF) x DE = Success
  8. 9. Talent + Culture Talent
  9. 10. Cecil Van Tuyl <ul><li>“ It is all about people, people, people. You can kid yourself about a lot of things in your business, but at the end of the day it will always come down to people.” </li></ul>
  10. 11. <ul><li>The number one factor in increasing the level of highly satisfied and engaged CUSTOMERS in your business is… </li></ul>The level of highly satisfied and engaged EMPLOYEES in your business.
  11. 12. Job + Organizational Engagement = Employee Engagement 50%
  12. 13. Actively Disengaged Employees… 22%
  13. 14. Key Drivers of Customer Satisfaction and Loyalty T olerate N othing L ess From: Practice What You Preach by Maister Global study: 16 countries 529 companies 15,589 respondents Financial Performance Quality P&S & Customer Relationship Employee Satisfaction Empowerment High Standards Long-term Orientation Enthusiasm, Commitment, Respect Training & Development Fair Compensation CR= 104.12% increase in profits CR= .404 CR=.334 CR=.277 CR=.275 CR=.249 CR=.280 Coaching CR=.285 CR=.371 CR=.365 CR=.191 CR=.247
  14. 15. Customer satisfaction drives customer loyalty… and customer loyalty drives profitability A 5% increase in loyalty among your best customers… Can produce a profit increase of 25% – 85% I hate you I don’t care about you I love you 100% 90 80 70 60 50 40 30 20 Extremely Dissatisfied Somewhat Dissatisfied Slightly Dissatisfied Satisfied Very Satisfied Zone of Defection Zone of Indifference Zone of Affection Loyalty Customer Satisfaction Terrorist Evangelist
  15. 16. Actively disengaged employees can reduce revenues by up to 22%, while highly satisfied and engaged employees can drive profits up by as much as a 189% Culture = Cash
  16. 17. What do engaged employees look like? <ul><li>They give more discretionary effort. </li></ul><ul><li>They consistently exceed expectations. </li></ul><ul><li>They take more responsibility and initiative. </li></ul><ul><li>They receive better customer service ratings. </li></ul><ul><li>They offer more ideas for improvement. </li></ul><ul><li>They promote and model teamwork. </li></ul><ul><li>They volunteer more for extra assignments. </li></ul><ul><li>They anticipate and adapt better to change. </li></ul><ul><li>They persist at difficult work over time. </li></ul><ul><li>They speak well of the organization. </li></ul>1 - 10
  17. 18. The key elements of a winning culture: Employees <ul><li>Fun </li></ul><ul><li>Family </li></ul><ul><li>Friends </li></ul><ul><li>Fair </li></ul>Freedom Pride Praise Meaning Accomplishment 1 -10
  18. 19. What Employees Want: SBA <ul><li>Focus me </li></ul><ul><li>Know me </li></ul><ul><li>Care about me </li></ul><ul><li>Hear me </li></ul><ul><li>Help me feel proud </li></ul><ul><li>Equip me </li></ul><ul><li>Help me see my value </li></ul><ul><li>Help me grow </li></ul><ul><li>Help me see my importance </li></ul>
  19. 20. The Six Universal Drivers of Engagement <ul><li>Caring, competent, and engaging leaders. </li></ul><ul><li>Effective managers who keep employees informed, aligned and engaged. </li></ul><ul><li>Effective teamwork at ALL levels. </li></ul><ul><li>Job enrichment and professional growth. </li></ul><ul><li>Valuing employee contributions. </li></ul><ul><li>Concern for employee well being. </li></ul><ul><li>1 - 10 </li></ul>
  20. 21. E xtreme C ustomer F ocus
  21. 22. How do the Best Companies Deliver Superior Customer Service? <ul><li>From a study of more than 3,000 companies — narrowed down to the top 101 companies that profit from customer care — here are the Top Six Factors that were the fundamental tactics used to build and manage extraordinary levels of customer satisfaction and loyalty. </li></ul>1 -10
  22. 23. They listen to, understand, and respond (often in unique and creative ways) to the evolving needs and constantly shifting expectations of their customers. Own the VOC 1. Extreme Customer Focus
  23. 24. They establish a clear vision of what superior service is, communicate that vision to employees at all levels, and ensure that service quality is personally and positively important to everyone in the organization. . 2. Shared Customer Service Credo
  24. 25. 3. Process = Repeatable success <ul><li>They create systems, processes and protocols to ensure that service delivery is flawless… without stifling the creativity and initiative of their employees. </li></ul>
  25. 26. They establish concrete standards of service quality and regularly measure themselves against those standards, guarding against the “acceptable error” mindset by establishing as their goal 100% customer satisfaction performance. 4. Clear Standards + Accountability
  26. 27. Measure & Post Create A Dashboard of Key Indicators MPS Margin Per Sale Talent Customer Service Customer Retention
  27. 28. They hire the best people, train them carefully and extensively so they have the knowledge and skills to achieve the service standards, then empower them to work on behalf of the customers, whether inside or outside the organization. 5. Customer Focused Employees
  28. 29. They recognize and reward service accomplishments, sometimes individually, sometimes as a group effort, in particular celebrating the success of employees who go “one step beyond” for their customers. Deal decisively with mediocrity 6. Reward and Celebrate Success
  29. 30. Kaizen For those who are prepared… Chaos brings opportunity.
  30. 31. 10 – 15%
  31. 32. Where are we going and how will we behave on the way? Focus Differentiation “ No” Guiding Collation Vision + Values Strategy Objectives Initiatives Programs Procedures / Protocols Repeatable Process Clear / consistent / relentless Training + time / money / supplies / people Measure / Track Communicate Transparency Accountability Celebrate Success Eliminate Mediocrity Workshop 12
  32. 34. Thank You If you have any questions at all please do not hesitate to send a note or call. My email address is: john@johnspence.com My twitter address is: @awesomelysimple Please feel free to “friend” me on FB Also, you might find value in the ideas I share in my blog. You can sign up for it at: www.blog.johnspence.com Lastly, these slides have already been uploaded to: www.slideshare.net/johnspence

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