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Urbanonetwork john roberts

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Urbanopeople Event Presentation by John Roberts, HR Director of Ford. www.urbanonetwork.co.uk. All rights reserved by author.

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Urbanonetwork john roberts

  1. 1. HR and Customer Service John Roberts Ford (Retail) Motor company Ltd Urbanopeople Event Presentation www.urbanonetwork.co.uk
  2. 2. Me <ul><li>Multi site </li></ul><ul><li>Operations, marketing, HR </li></ul><ul><li>Diageo, Whitbread, Sears, Kingfisher, Greene King, Ford Motor Company </li></ul><ul><li>The Brief </li></ul><ul><li>“ John's presentation will examine the relationship between internal and external customer service.  He will also explore whether the HR issues he has faced sector-specific or company specific and share his views on what Best Practice in HR means in practical terms. “ </li></ul>
  3. 3. Different Sectors, Common Challenges <ul><li>Seen as a series of events, not a cohesive strategy </li></ul><ul><li>Not role modelled by senior management </li></ul><ul><li>Not linked into the key levers in the business, particularly HR </li></ul><ul><li>Constant investment needed </li></ul><ul><li>The “owner” moves on </li></ul><ul><li>Feedback not actively used </li></ul><ul><li>Other KPI’s seen as more important </li></ul><ul><li>It’s a process not a value </li></ul>
  4. 4. Ford Retail – A case Study…………. ………….Applied life learning! <ul><li>FMC Owned </li></ul><ul><li>3100 people, 65 sites </li></ul><ul><li>£1bn revenue – not a lot of profit </li></ul><ul><li>Newly formed from different businesses </li></ul><ul><li>Workforce not generally “well educated” </li></ul><ul><li>Organisational Development challenges </li></ul><ul><ul><ul><li>Leadership </li></ul></ul></ul><ul><ul><ul><li>Geographic/historic </li></ul></ul></ul><ul><ul><ul><li>Market Culture </li></ul></ul></ul><ul><ul><ul><li>Customer Focus </li></ul></ul></ul>
  5. 5. Our starting point
  6. 6. Strategic objectives <ul><ul><li>To differentiate the business through outstanding levels of customer satisfaction and loyalty </li></ul></ul><ul><ul><li>To make our people a competitive advantage though culture and skills </li></ul></ul>
  7. 7. The theory - Sears Profit Chain Our Business Performance Our Behaviour Our Customer Experience source: HBR & Sears = = <ul><li>Attitude about: </li></ul><ul><li>Leadership </li></ul><ul><li>Job </li></ul><ul><li>Company </li></ul><ul><li>Service </li></ul>
  8. 8. 1. IDENTITY How you think of yourself shapes your… 2. VALUES AND BELIEFS What is important to you, and what you believe in influences your… 3. CAPABILITIES Your knowledge and skills direct your… 4. BEHAVIOUR What you do and say determines your RESULTS in the… 5. ENVIRONMENT In which you choose to operate Who We Are…….
  9. 9. Leadership/Culture Current Behaviours Desired Behaviours And Ways of working Define Embed Sustain Recruitment/Development Communication 360 measurement LTIP Leadership Programme Appraisals
  10. 10. Organisational Development Organisational Driven Inputs Moments of Truth 2008…. Raising our Game 2010>2012 Leader as a Coach 2010 Leadership programmes 2007-12 Leadership / Culture Customer Centric One Company Collaborative Leadership Energising
  11. 11. The Emotion
  12. 13. Over 10000 nominations Over 200 winners Over 600 nominations per month
  13. 15. Reward and recognition
  14. 16. Sustainment
  15. 17. Sustainment
  16. 18. Sustainment <ul><li>New joiners </li></ul><ul><li>Refresher courses </li></ul><ul><li>Management boosters </li></ul><ul><li>Scratchy Moments </li></ul><ul><li>Internal communications </li></ul><ul><li>Suppliers </li></ul>
  17. 19. Impact on HR/business <ul><li>Embedded in processes: </li></ul><ul><ul><li>Recruitment </li></ul></ul><ul><ul><li>Induction </li></ul></ul><ul><ul><li>L+D </li></ul></ul><ul><ul><li>Reward/Recognition </li></ul></ul><ul><ul><li>Performance management </li></ul></ul><ul><li>HR/business strategic model </li></ul><ul><li>Strategic plan </li></ul><ul><li>Internal Service focus </li></ul><ul><li>Measurement </li></ul>
  18. 20. Dealer “A” Performance Staff Attitude Survey Question 2009 2010 Customers take precedence over everything in Ford Retail 83% 97% I have confidence in my leadership 77% 91% People are praised for doing a good job 65% 84% Moments of Truth 24 (no bonus) 2009 June 2010 New Vehicle 81% 95% Used Vehicle 76% 90% Service 58% 72% Performance 2008 2009 2010 Dealership Profit) (£336k) £262k £494k New Units 510 571 725 Used Units 536 590 651 Service Hours 14671 15987 17643
  19. 21. Outcomes (1)
  20. 22. GROUP RESPONSE QUESTIONS ASKED LEADERSHIP 1 I am proud to work for this company 7 I feel my manager respects me 10 My manager offers effective leadership for the department 14 People treat each other with respect in this company 19 I have confidence in the company’s leadership COMMUNICATIONS 2 I understand what is expected of me at work 8 I know how my role contributes to the overall business objectives 15 I am kept well informed on what is going on in the company GROWTH 3 At work my opinion seems to count 9 I can see a long term career in Ford Retail 16 My line manager is interested in my personal development 20 I get sufficient training to carry out my job effectively COOPERATION 4 Employees work well together to solve problems and get the job done 11 There is no conflict at work which affects me doing my daily work CUSTOMER FOCUS/DELIVERY 5 Customer service takes precedence over everything else in this company 12 I have the equipment and materials I need to do my job well 17 Employees here are committed to doing quality work RECOGNITION/REWARD 6 Overall, my reward package is fair 13 People are praised for doing a good job 18 I feel that my contribution at work is appreciated 2008 2009 83% 77% 71% 62% 68% 95% 90% 49% 94% 62% 63% 69% 67% 80% 66% 75% 65% 75% 71% 76% 63% 71% 70% 77% 63% 71% 76% 83% 45% 57% 57% 63% 64% 74% Co Average 68% 2010 93% 84% 80% 70% 83% 97% 95% 97% 70% 70% 80% 75% 76% 77% 72% 82% 75% 85% 53% 66% 74% 78% 76% 92% 83% 82% 67% 80% ’ 08 to ’11 variance 94% 85% 83% 74% 86% 97% 97% 73% 72% 81% 81% 81% 80% 73% 87% 80% 89% 59% 70% 78% 81% Response rates 46% 78% 66% 77% 13% 10% 17% 19% 26% 2% 8% 49% 14% 21% 23% 25% 13% 16% 24% 27% 17% 31% 23% 22% 67% 2011 19% Outcomes (2) “Give Us Your Steer”

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