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Overview of U.S. Leadership's Consulting Services

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  • 1. © 2008, U.S. Leadership, Inc. Reproduction Prohibited July 1, 2008
  • 2. © 2008, U.S. Leadership, Inc. Reproduction Prohibited July 1, 2008
    • a PRESCRIPTIVE and structured method for identifying need and bringing about internal change and improvement within emerging growth organizations
    • a method for positioning organizations for long-term quality growth and profitability.
        • a foundation for long-term GREAT organizational performance (coordinated/reproducible improvement)
      • Without internal growth and improvement, organizations risk mediocrity and/or failure
    10 Areas of Excellence ACE stands for Accelerating Company Excellence ACE = A ccelerating C ompany E xcellence RESULTS
  • 3. Principles of ACE Requires Top Management Commitment Is Client Focused Is Measurement Driven Is Everyone’s Responsibility Results are a product of your Processes Has Consistent Focus on Improvement Growth is Bi-Product of Excellence
  • 4. © 2008, U.S. Leadership, Inc. Reproduction Prohibited July 1, 2008
  • 5. © 2008, U.S. Leadership, Inc. Reproduction Prohibited July 1, 2008 FINANCIAL 280 CLIENT FOCUS 245 PEOPLE 140 CLIENT DELIVERY PROCESS 105 PROCESS RESULTS 90 LEADERSHIP RESULTS 70 CULTURE RESULTS 35 CITIZENSHIP RESULTS 35 9 Process areas 1 Results area PROCESS (1,000) RESULTS (1,000) ACE Assessment 2000 Maximum points   CLIENT FOCUS & SATISFACTION 220 LEADERSHIP 168 PEOPLE UTILIZATION 132 PROCESS MANAGEMENT 126 STRATEGIC PLANNING 91 INFORMATION MANAGEMENT 84   INTERNAL COMMUNICATION 65 CULTURE 60 CITIZENSHIP 54 PROCESS – 1000 Points RESULTS – 1000 Points Citizenship Culture Internal Comm. Info. Management Strategic Planning Process Management People Utilization Leadership Customer Focus
  • 6. © 2008, U.S. Leadership, Inc. Reproduction Prohibited July 1, 2008 STEP 1 - ACE Assessment with TOP Management STEP 2 - Employee Surveys  STEP 3 - Individual Interviews - Top Management   STEP 4 - Gap Analysis Meeting   STEP 5 - Collect and Review FIRM – DATA  USL administers the ACE Assessment to the top management team. USL administers Surveys to employees. It is less in-depth than the top management survey, but assists in validating the overall data. USL conducts individual interviews with top management team and other selected key individuals. USL tabulates the results of the surveys and schedules a meeting to discuss any wide discrepancies on the top management survey. The 10 Steps of ACE Assessment
  • 7. © 2008, U.S. Leadership, Inc. Reproduction Prohibited July 1, 2008 STEP 6 - USL Consensus Scoring   STEP 7 - ACE Recommendations with Executives  STEP 9 - Review Project Plan with Executives    STEP 8 - Workshop with Top Management Team   STEP 10 - Begin Phase 1 of ACE     USL tabulates the ACE Assessments and applies our knowledge of your company to arrive at a USL consensus score on each question. USL will review with executives the final ACE Assessment Report to determine contents of 12-48 month project plans. USL will finalize a 12 – 48 month ACE Project Plan and meet with executives to review the plan and get agreement of USL’s role. USL facilitates a planning workshop to present the ACE scoring results and to identify the best approaches to implementing the improvement project plan. The 10 Steps of ACE Assessment
  • 8. ACE - 12 and 48 Month Projections See Tab 6 ACME Services ACE Survey Present & Projections 24 Month & 48 Month Projections   Present Projections Possible   Level 24 mo. 48 mo. Score   Nov-09 Nov-11 Nov-13   Cumulative Score Sections 1-9 372.6 626.4 814.0 1000           1. Customer Focus and Satisfaction 73.7 130.9 176.0 220 1.1 Strategic Customer Focus 23.1 47.3 61.6 74 1.2 Customer Relationship Management 31.9 46.2 61.6 73 1.3 Customer Satisfaction Determination 18.7 37.4 52.8 73           2. Leadership 50.4 110.4 146.4 168 2.1 Top Mgmt Leadership Actions 27.6 58.8 75.6 84 2.2 Leadership Systems 22.8 51.6 70.8 84           3. People Utilization 44.2 73.6 101.2 132 3.1 People Assessment and Planning 6.0 9.2 12.8 16 3.2 People Development 4.4 11.2 14.8 20 3.3 People Recruitment 4.8 10.0 15.2 20 3.4 People Performance 6.8 9.6 13.6 16 3.5 People Safety 14.4 16.8 19.2 24 3.6 People Fulfillment Determination 2.0 6.0 7.6 8 3.7 People Compensation and Rewards 4.0 7.6 12.8 20 3.8 People Recognition 1.8 3.2 5.2 8           4. Process Management 57.5 78.9 101.3 126 4.1 Client Delivery Processes 25.7 32.9 41.6 42 4.2 Business Support Processes 18.6 27.4 34.0 48 4.3 Subcontractor and Supplier Processes 13.1 18.6 25.7 36         5. Strategic Planning 28.6 62.4 81.9 91 5.1 Strategic Plan Development 6.5 14.3 20.8 26 5.2 Strategic Plan Integration 22.1 48.1 61.1 65
  • 9. ACE - 12 Month Recommendations See Tab 7 Recommendations Committee ACE Ques. #'s Priority 1. Customer Focus and Satisfaction Area 1.1 Strategic Customer Focus                 1 Develop, implement and measure the performance of a Strategic Marketing Plan that positions us to achieve our growth goals with the right kind of clients. Strategic Marketing Committee 1.1.1 • 2 Define, measure and collect data on the value we are delivering to our clients. Integrate into the Strategic Marketing Plan a value strategy. Strategic Marketing Committee 1.1.2 1.1.3 1.1.4 • 3 Improve, train and implement your process of determining your clients’ requirements, needs and expectations on every project. Raving Fans Committee 1.1.5 • 4 Define and measure the actions necessary to achieve our Revenue Projections annually. Sales 1.1.6 1.1.7 1.3.6 • 1.2 Customer Relationship Management                 5 Appoint a cross-functional team to identify every kind of information about your Clients that could be used to better serve them. Determine who in your company can use the information effectively, then devise a plan for capturing and storing the data and for efficiently delivering it to the appropriate people. In-depth knowledge and a thorough understanding of your Client is a value-added service. Strategic Information Committee 1.2.1 • 6 Develop a passion for collecting Client feedback. Devise multiple methods for collecting feedback, and use the data to make process improvements. Raving Fans Committee 1.2.2 1.2.3 1.2.4 • 7 Document every client service standard that can be defined. Make an effort to establish a means of measuring compliance with those standards. Communicate the Client Service Standards and their measurements throughout the company. Use the measurements to make process improvements. Recognize those who provide outstanding client service. Raving Fans Committee 1.2.5 1.2.6 1.2.7 • 8 Define a process for receiving, resolving and measuring customer complaints. Train everyone in the proper use of that process. Raving Fans Committee 1.2.2 •
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