Sail America break out 6.12

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Sail America break out 6.12

  1. 1. Business Excellence: Ideas Into Action
  2. 2. Reality CheckKnowing – Doing 1 -10
  3. 3. Organization Effectiveness Audit Page 2Be “Brutally Honest” Scale of 1 – 10 2
  4. 4. Key Drivers of Customer Satisfaction and Loyalty Financial Performance CR= 104.12% increase in profits Global study: Tolerate 16 countries Quality P&S & Nothing 529 companies Customer Relationship 15,589 respondents Less CR= .404 Employee CR=.277 Satisfaction CR=.249 CR=.275 WS Page 3 CR=.334 CR=.280 Empowerment Coaching High Standards CR=.285 CR=.371 CR=.365 CR=.191 CR=.247 Long-term Enthusiasm, Training & Fair Orientation Commitment, Development Compensation RespectFrom: Practice What You Preach by Maister
  5. 5. Key attributes of winning cultures• High aspirations and a desire to win 1 - 10• Extreme customer focus• A “think like owners” attitude• Bias to action• Individuals who team• Passion and energyBain & Company 4
  6. 6. What do engaged employees look like? Page 61. 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.7. 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. 1 - 10 4
  7. 7. VOC
  8. 8. How Many of these do you employ? 5
  9. 9. 5
  10. 10. VOC workshop page 5 5
  11. 11. Moments Of Truth 5
  12. 12. MOT Practice RoundDry CleanerHair SalonTailorPlumber Workshop Page 5
  13. 13. You MUST have a Referral PROCESS Identify Refer Ideal IdealCustomer Customer From John Jantsch: The Referral Engine Workshop Page 6
  14. 14. Where are we going and how will we behave on the way? Focus Celebrate Success Differentiation Eliminate Mediocrity “No” WS Page 7Measure / Track Communicate Transparency Guiding Collation Accountability Vision + Values Strategy Training + Objectives time / money / Initiatives supplies / people Programs Procedures / Protocols Clear / consistent / relentless Repeatable Process
  15. 15. Web of Value: VOC + MOT + WOM
  16. 16. Final workshop page 8
  17. 17. THANK YOU VERY Much!!!! 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: @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 and a BIGGER workbook have already been uploaded to: www.slideshare.net/johnspence

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