Excellence in the NEW Normal IAMC Professional Forum
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.• John@JohnSpence.com The slides are already posted at: www.SlideShare.net/johnspence
To customize this program… • David Snyder • Susan Reber • Bob Hess • Cary Hutchings • Joe Milano
The consensus:• We are all looking to improve our business, whether it be the real estate professional looking to site a business in the most cost effective manner, the service provide looking to earn a commission in the excellent performance of his or her trade, or the economic developer looking to bring investment and jobs into their communities. How can they lead the process in best way they can to accomplish these objectives.
I am NOT a guru… What does this mean to me? How can I use this idea? What can I do right away?
To get the most from our sessiontogether…It is absolutely critical thatyou be brutally honest with yourselftoday.So lets get started witha little self-test on page 2
The Four – I’s• Ignorance• Inflexibility• Indifference• Inconsistency Page 3
How to avoid the Four 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. Page 3
• The willingness… even enthusiasm… to change EVERYTHING combined with the wisdom to understand what must NEVER be changed.
The Key To Success in the New Normal… NimbleosityNimbo-licious
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.
Key Drivers of Customer Satisfaction and Loyalty Financial Performance CR= 104.12% increase in profits Global study: T olerate 16 countries Quality P&S & N othing 529 companies Customer Relationship 15,589 respondents L ess CR= .404 Employee CR=.277 Satisfaction CR=.275 CR=.249 CR=.334 CR=.280 Empowerment Coaching High Standards CR=.28 CR=.37 CR=.36 CR=.19 CR=.24 5 1 5 1 7 Long-term Enthusiasm, Training & Fair Chart: 4 Orientation Commitment, Development Compensation Respect Workshop: 5From: Practice What You Preach by Maister
Culture = Cash Actively disengaged employees can reduce revenues by up to 22%, while highly satisfied and engagedemployees can drive profits up by as much as a 189%
What do engaged employees look like?1. They give more discretionary effort.2. They consistently exceed expectations.3. They take more responsibility and initiative.4. They receive better customer service ratings.5. They offer more ideas for improvement.6. They promote and model teamwork. 1 - 107. They volunteer more for extra assignments.8. They anticipate and adapt better to change.9. They persist at difficult work over time.10. They speak well of the organization. Workshop: 6
The key elements of a winning culture: Employees 1 -10 Fun Freedom Family Pride Friends Praise Fair Meaning Accomplishment Workshop: 7
The Six Universal Drivers of Engagement 1. Caring, competent, and engaging leaders. 2. Effective managers who keep employees informed, aligned and engaged. 3. Effective teamwork at ALL levels. 4. Job enrichment and professional growth. 5. Valuing employee contributions. 6. Concern for employee well being. 1 - 10 Workshop: 7
Kaizen 325,905 4.114,300,000 For those who are prepared… Chaos brings opportunity.
The Evergreen Project10 year study of 160 top companies40 distinct industries200 management practicesWinners, climbers, tumblers, losersWinners had an average Total Return to Shareholders of 945%...The Losers only averaged a TRS of 62% From: What (really) Works by Joyce, Nohria, Roberson
The Four Primary Practices: 1. A sharply focused, clearly communicated and well- understood strategy for growth. 2. Flawless operational execution that consistently delivers the value proposition. 3. A performance-oriented culture that does not tolerate mediocrity. 4. A fast, flexible, flat organization that reduces bureaucracy and simplifies work. Workshop 11
The Secondary Management Practices: • Talent = find and keep the best people. • Key leaders show commitment and enthusiasm for the business. • Embrace strategic innovation. • Master the power of partnerships.From: What (really) Works by Joyce, Nohria, Roberson Workshop 11
Where are we going + how will we behave on the way? Praise + Celebration Focus and Differentiation Eliminate Mediocrity “No”Measure / Track Communicate Stakeholders + Transparency guiding collation Renewal Vision + Values Training + Strategy time / money / Plans supplies / people Goals / Objectives Tactics / Actions Procedures / Protocols Clear / consistent / relentless Repeatable Process WS Page 12
Excellence in the NEW Normal IAMC Professional Forum
THANK YOU If you have any questions at all please do not hesitate to send a note or call. My email address is: firstname.lastname@example.org My twitter address is: @awesomelysimpleAlso, 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