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ENMAX keynote

ENMAX keynote



Keynote presentation to ENMAX leadership team

Keynote presentation to ENMAX leadership team



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    ENMAX keynote ENMAX keynote Presentation Transcript

    • “ Simplicity is the ultimate sophistication” Leonardo da Vinci
    • I will not waste one minute of your time…
      • I have a ton to cover and I will go pretty fast.
      • Please take lots of notes, think/work hard and feel free to ask questions or give comments at ANY time.
      • I am happy to answer any of your questions, offer advice and recommend books at any time after this session.
      • [email_address]
      • The slides are already posted at:
      • www.SlideShare.net/johnspence
    • A few of my clients:
    • For the past 21 years…
    • What does this mean to me? How can I use this idea? What can I do right away? I am NOT a guru…
    • The Pattern of Business Success
    • (T + C + ECF) x DE = Success
    • Talent + Culture Talent
    • Cecil Van Tuyl
      • “ 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.”
      • The number one factor in increasing the level of highly satisfied and engaged CUSTOMERS in your business is…
      The level of highly satisfied and engaged EMPLOYEES in your business.
    • Job + Organizational Engagement = Employee Engagement
    • Actively Disengaged Employees… 22%
    • 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 Chart: 4 Workshop: 5 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
    • 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
    • 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
    • What do engaged employees look like?
      • They give more discretionary effort.
      • They consistently exceed expectations.
      • They take more responsibility and initiative.
      • They receive better customer service ratings.
      • They offer more ideas for improvement.
      • They promote and model teamwork.
      • They volunteer more for extra assignments.
      • They anticipate and adapt better to change.
      • They persist at difficult work over time.
      • They speak well of the organization.
      1 - 10 Workshop: 6
      • Lack of TRUST
      • Lack of candor
      • Lack of commitment
      • Lack of accountability
      • Lack of results
    • Competence Respect Distrust Affection TRUST HIGH LOW LOW HIGH Concern The 4 C’s of Trust
    • John Spence High-Performance Team Model
      • D
      • M
      • C
      • C
      • M
      • D
      irection – vivid, clear, inspiring --- shared easurements – specific, observable, focused ompetence – very good at what they do ommunication – open, honest, courageous utual Accountability – all team members iscipline – do this every day
    • The Six Universal Drivers of Engagement
      • Caring, competent, and engaging leaders.
      • Effective managers who keep employees informed, aligned and engaged.
      • Effective teamwork at ALL levels.
      • Job enrichment and professional growth.
      • Valuing employee contributions.
      • Concern for employee well being.
      • 1 - 10
      Workshop: 7
    • The key elements of a winning culture: Employees
      • Fun
      • Family
      • Friends
      • Fair
      Freedom Pride Praise Meaning Accomplishment 1 -10 Workshop: 7
    • Top High-Potential VPs from GE, Microsoft, Verizon, Qualcomm, State Farm, Abbott and Merrill Lynch…
      • Credible
      • Respectful
      • Approachable
      • Team Player
      • Highly Professional
    • Leader of the Future
      • Character
      • Courage
      • Communication
      • Collaboration
      • Compassion
      • Contribution
    • E xtreme C ustomer F ocus
    • VOC
    • M oments O f T ruth Page 8
    • MOT Workshop
    • Do you have a system for your key MOT?
    • Kaizen For those who are prepared… Chaos brings opportunity.
    • 10 – 15%
    • What Inhibits Execution? National Survey of 4,000 Senior Executives
      • 4. Inability to work together (21%)
      • 3. Company culture (23%)
      • 2. Economic climate (29%)
      • 1. Holding onto the past / unwillingness to CHANGE (35%)
    • In other words…
      • In order to succeed you need a high-performance team that embraces a strong culture of disciplined execution and accountability while being nimble, agile and adaptable to changes in the marketplace.
    • 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
    • Independent Workshop
      • Based on everything you have just learned, what do YOU feel are THREE specific action steps that ENMAX can take to make significant positive improvements as an organization?
    • Table Workshop
      • Each person will share their three recommendations – and then each table is responsible for combining all of the ideas generated by their table into a brief list of their absolute Top Three Recommendation for Improvement.
    • T HANK Y OU 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 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