Your Role in Building a World Class Workforce          Theo Gilbert-Jamison (January 2013)
Your Role in                 Building a World Class WorkforceWhat We Will Cover• Defining a World Class Workforce• Assessi...
Your Role in             Building a World Class Workforce   The customer is the most important visitor on our premises.   ...
Building a World Class Workforce          The Three Levels of Employee Engagement  Non-                               Chan...
Your Role in                        Building a World Class Workforce      Defining a                                      ...
Building a World Class Workforce             The Three Dangers that Impede Excellence             The Three DangersComprom...
Your Role in                       Building a World Class WorkforceCurt CoffmanEmployee Engagement Global Practice LeaderT...
Building a World Class Workforce                                 Do You Have a World Class Work Environment?1. We greet ev...
Building a World Class Workforce                             Do You Have a World Class Work Environment?                  ...
Your Role in                    Building a World Class Workforce              Recruitment              & Selection        ...
Building a World Class Workforce                                            The Four Key Processes              Recruitmen...
Building a World Class Workforce                                            The Four Key Processes              Recruitmen...
Building a World Class Workforce                                            The Four Key Processes              Recruitmen...
Building a World Class Workforce                                            The Four Key Processes              Recruitmen...
Building a World Class Workforce                                            The Four Key Processes              Recruitmen...
Building a World Class Workforce                                            The Four Key Processes              Recruitmen...
Building a World Class Workforce                                            The Four Key Processes              Recruitmen...
Building a World Class Workforce                                            The Four Key Processes              Recruitmen...
Your Role in                 Building a World Class WorkforceWhat We Covered• Defining a World Class Workforce• Assessing ...
Your Role in                    Building a World Class Workforce              Recruitment              & Selection        ...
Building a World Class Workforce                   Cannot be Achieved without these Five Elements              Recruitment...
Your Role in                        Building a World Class WorkforceA World Class Workforce…         LOOKS                ...
Your Role in          Building a World Class Workforce               Thank You! For More Information Visit Our Website Tod...
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Building worldclass workforce (Jan. 2013)

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Theo Gilbert-Jamison's presentation at the January 2013 FQHC Conference.

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Building worldclass workforce (Jan. 2013)

  1. 1. Your Role in Building a World Class Workforce Theo Gilbert-Jamison (January 2013)
  2. 2. Your Role in Building a World Class WorkforceWhat We Will Cover• Defining a World Class Workforce• Assessing Your Work Environment• The Four Key Processes to Building a World Class Workforce• Applying What You Have Learned
  3. 3. Your Role in Building a World Class Workforce The customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him.He is not an interruption of our work. He is the purpose of it. He is not an outsider of our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us the opportunity to do so. --Mahatma Gandhi
  4. 4. Building a World Class Workforce The Three Levels of Employee Engagement Non- ChangeBelievers Believers Agents(Disengaged) (Engaged) (Fully Engaged)
  5. 5. Your Role in Building a World Class Workforce Defining a Clear Leadership Focus/Direction World Class Workforce Alignment with Vision & Mission• On a scale of 1-5, with 5 high, how Employee Engagement close is your staff to being Two-way Communication considered a world class workforce? Teamwork vs. Group Mentality• What challenges are you facing in Self-Accountability for Driving developing a world class workforce? Excellence Effective Service Recovery Process• If your team were performing at Treating Our Patients and Each Other their highest level everyday, what with Dignity and Respect would it look, sound, and feel like? Valuing Diversity & Inclusion
  6. 6. Building a World Class Workforce The Three Dangers that Impede Excellence The Three DangersCompromise Lack of Inconsistency Accountability
  7. 7. Your Role in Building a World Class WorkforceCurt CoffmanEmployee Engagement Global Practice LeaderThe Gallup Organization“We’re running as an economy at 30 percent efficiency”Only 3 out of every 10 employeesOnly 30 out of every 100 employees…are working at their highest potential
  8. 8. Building a World Class Workforce Do You Have a World Class Work Environment?1. We greet everyone with a warm & 7. We are polite in our speech, using words like friendly smile. “Good morning/afternoon/ evening,” “I’ll be happy to,” “please,” and “thank you.”2. We learn something unique about each patient to personalize our service and to 8. We use proper telephone etiquette by create a memorable experience. answering with smile, thanking the caller, giving them our name, using hold3. We use the patient’s name, if and when carefully, and keeping them updated if they are possible. on hold.4. We use positive eye contact to indicate 9. If the patient has experienced a problem, we that we are interested and attentive. apologize and work to quickly resolve it. Then5. We anticipate and comply with patient we follow-up to ensure satisfaction. LEAP! needs. 10. We maintain a professional appearance and a6. We listen carefully and empathically with clean, organized work area. our ears, eyes and heart. 11. We escort instead of pointing out directions when possible.
  9. 9. Building a World Class Workforce Do You Have a World Class Work Environment? Senior Leadership Alignment & Accountability Principle 2 Principle 3 Principle 4 Principle 5 Principle 6 Business Service Intervention Organizational Measurement Objectives Standards & Learning Alignment & Leadership Strategy Accountability Principle 1 Vision and Mission Statement The Six Principles of Service Excellence is a comprehensive approach to effectivelyimproving the work environment, employee performance and the service experience for your customers all in one initiative.
  10. 10. Your Role in Building a World Class Workforce Recruitment & Selection SELF-ASSESSMENT • Where are our STRENGTHS? • Where are our GAPS / THE Weaknesses?Reward & Learning &Recognition FOUR KEY Development • To build a World Class PROCESSES Workforce, what must we START, STOP, and CONTINUE doing? On-Going Communi- • When will we commit to cation doing these things?
  11. 11. Building a World Class Workforce The Four Key Processes Recruitment & Selection KEY PROCESS #1 • Recruitment & Selection of the right team are cornerstones in clinical The excellence, employeeReward & Learning &Recognition Four Key Development engagement, and patient Processes satisfaction. • When an organization does not invest in selecting the On-Going right people in key roles, it Communi- easily falls prey to the cation “warm body” syndrome.
  12. 12. Building a World Class Workforce The Four Key Processes Recruitment KEY PROCESS #1 & Selection CHARACTERISTICS • Work Ethic • Relationship Extension The • PersuasionReward & Learning &Recognition Four Key Development Processes • Teamwork • Positivity • Empathy / Caring On-Going Communi- • Exactness / Accuracy cation • Learner / Adaptability
  13. 13. Building a World Class Workforce The Four Key Processes Recruitment & Selection KEY PROCESS #2 • A rigorous recruitment and selection strategy will get highly qualified candidates The in the door.Reward & Learning &Recognition Four Key Development • However, without an Processes equally dynamic work environment that fosters continuous learning and On-Going development, highly Communi- talented staff members will cation eventually leave.
  14. 14. Building a World Class Workforce The Four Key Processes Recruitment & Selection KEY COMPONENTS OF LEARNING & DEVELOPMENT • New Employee Orientation The • Job Specific TrainingReward & Learning &Recognition Four Key Development • Compliance Courses Processes • Leadership Development • Supplemental Online Learning On-Going Communi- • Delegation of cation New, Challenging Tasks
  15. 15. Building a World Class Workforce The Four Key Processes Recruitment & Selection KEY PROCESS #3 • Employees thrive on communication; they hate to hear about issues concerning The their job through second-Reward & Learning &Recognition Four Key Development hand gossip. Processes • Employee Engagement survey feedback typically shows that they never feel On-Going they receive enough Communi- cation communication from leaders.
  16. 16. Building a World Class Workforce The Four Key Processes Recruitment KEY COMPONENTS OF & Selection ON-GOING COMMUNICATION • Daily/Weekly Huddles • Departmental Meetings The • All Employee GeneralReward & Learning &Recognition Four Key Development Sessions Processes • Employee Newsletters • Company Sponsored On-Going Social Media Communi- (Facebook, Twitter, LinkedIn, cation etc…)
  17. 17. Building a World Class Workforce The Four Key Processes Recruitment & Selection KEY PROCESS #4 • When all of the other key processes are in place and consistently applied, reward and recognition becomes the icing TheReward & Learning & on the cake.Recognition Four Key Development Processes • Just as Employee Engagement surveys show that there is never enough communication flowing throughout the company, most On-Going results also show that there is Communi- never enough recognition for a cation job well-done.
  18. 18. Building a World Class Workforce The Four Key Processes Recruitment & Selection KEY COMPONENTS OF REWARD & RECOGNITION • Regular Performance Reviews The • Manager-EmployeeReward & Learning &Recognition Four Key Development Recognition Processes • Peer-to-Peer Recognition • Customer-Employee Recognition On-Going Communi- • Patient Recognition* cation
  19. 19. Your Role in Building a World Class WorkforceWhat We Covered• Defining a World Class Workforce• Assessing Your Work Environment• The Four Key Processes to Building a World Class Workforce• Applying What You Have Learned
  20. 20. Your Role in Building a World Class Workforce Recruitment & Selection SELF-ASSESSMENT • Where are our STRENGTHS? • Where are our GAPS / THE Weaknesses?Reward & Learning &Recognition FOUR KEY Development • To build a World Class PROCESSES Workforce, what must we START, STOP, and CONTINUE doing? On-Going Communi- • When will we commit to cation doing these things?
  21. 21. Building a World Class Workforce Cannot be Achieved without these Five Elements Recruitment Alignment & Selection + Consistency + THEReward & FOUR KEY Learning & AccountabilityRecognition Development PROCESSES + Teamwork + On-Going Communi- Empowerment cation
  22. 22. Your Role in Building a World Class WorkforceA World Class Workforce… LOOKS SOUNDS FEELSEmployees RESPECT each Employees are POLITE in Patients & Employees feel:other, there is no sense of their tone with patients and • Valuedhierarchy each other: • Respected • Good Morning/AfternoonEmployees value the • Staff is competentDIVERSITY of others in the • How may I help you? • Well-cared forworkplace • Please • Well-ServedEmployees are working • I’d be happy to…together as a TEAM • Thank YouOpen COMMUNICATION • My pleasurebetween departments
  23. 23. Your Role in Building a World Class Workforce Thank You! For More Information Visit Our Website Todaywww.psbydesign.com / Telephone (770) 860-0198
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