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Building organizational capacity
1. Building Organizational
Capacity: Focus on Results,
Focus on Staff, and Focus on
Your Customers Workshop
Presented by Lisa Peckham, Associate,
CG Hylton & Associates Inc.
Sept. 17, 2010
1
2. Introduction
Lisa Peckham: Lisa@hylton.ca
◦ Over 10 years experience
◦ Presented at other Infonex Conferences
CG Hylton & Associates Inc.
◦ EAP
◦ Group or Individual benefits
◦ CustomCare
◦ Human Resource Consultants
◦ First Nation Consultants
◦ Insurance
2
3. Agenda
Introductions!
What is Building on Organizational
Capacity?
3 steps:
◦ Focus on the customers
◦ Focus on the employees
◦ Focus on the results
Tie it all together understand how it all
fits!
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4. Do you have any workplace
issues we can try and solve for
you in this session?
4
5. Organization
An entity of a group of people striving
towards a goal or to achieve a
purpose
◦ What is your organization‟s purpose?
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6. Who do we have in the room please?
First Nations
Metis
Innuit
Not for profits?
Gov‟t
Private Sector
Health and Education?
6
7. What is Organizational
Capacity Building??
The ability of an organization to use its
resources to run effectively
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10. Rank the Resources
Peopleare one of the most
important resources a
company has
Holding
onto those good
employees is an important goal
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11. Rank the Resources
The right person/people can
increase productivity!
◦ help to create a healthy & friendly
working environment
◦ increase motivation in the
workplace
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12. Focus on Staff
People are the most important
resource
The Goal: retain the good quality
workers
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14. Focus on Staff
In order to keep good employees
companies need to give back to them
for their good work
Have you heard of the “Push” or the
“Pull” Theory?
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15. Pushes
Salary is too low
Benefit package not adequate
Job insecurity
Commute distance or time
investment is too demanding
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16. Pushes
Lack of accommodation for family or
medical issues
A person‟s immediate manager is not
meeting the employee‟s needs
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17. Pull
Employee becomes aware of a
terrific job that offers more in terms of
salary, benefits, job security, prestige,
meaningful responsibilities, etc.
Family issues call for a change in
location
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18. Pull
The employee has a strong desire
to change geographic location for
reasons other than family
considerations
A former manager of this employee
“recruits” the person to come work
with him or her
Some combination of factors
creates an “offer/opportunity they
can‟t refuse” 18
19. Retaining Employees
Find out if your employees are happy
with their job
How do I find out?
◦ Survey your employees about Work
Satisfaction
◦ Survey or ask if your employees are
happy with their job
◦ Ask what you can do to improve their
happiness
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20. Retaining Employees
There are other steps to take to
ensure a healthy and friendly work
place environment!!
20
21. The Other Steps!
Selection – job match
Goal clarity and achievement
Compensation
Career development
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22. The Other Steps!
Team effectiveness
Job satisfaction
Job security
Recognition
Professional growth
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23. Selection – Job Match
Having the right job description helps
job seekers know what you are
looking for
Interview: look for personality
Anyone can be trained but only a
select few have the right “fit” for the
company
23
24. Goal Clarity and
Achievement
Make sure every employee
understands and knows the company
vision and mission statement
Set goals for employees to achieve
◦ Ex. Meeting a monthly quota will reward
the employee with a $100 gift card
Goals help to create motivation and
help employees stay on track
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25. Compensation
Compensation is good incentive for
employees to stay with the company
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28. Career Development
It is important that employees
have the opportunity to grow and
move up the „ladder‟
Creates motivation and sense of
achievement
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29. Career Development
Examples
◦ More responsibility
◦ Moving into a more senior position
◦ Offering to pay for courses that help
them obtain more knowledge or a
designation (training allowance)
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30. Team Effectiveness
Team Effectiveness
◦ Team work is an essential in the work
force
◦ Creates a sense of team effort and
increases cooperation in the work place
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31. Team Effectiveness
What can you do to create a stronger
team in your workplace?
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32. Job Satisfaction
Job Satisfaction
◦ Employee is happy with their employer,
their job, their co-workers
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33. Job Security
Job Security
◦ Every single employee wants to be sure
that their job is still there the next day
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34. Recognition
Employees want to be recognized for
their work and the effort they‟ve put in,
management needs to acknowledge
these efforts
Examples: giving a turkey to
everyone on Christmas
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35. Retaining Employees
It is important to have a system where
employees feel motivated and
satisfied
This will allow the company to achieve
optimal work level
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36. Retaining Employees
Allowing employees to have flexibility
when needed makes them feel like
the organization cares about them as
people and motivates employees to
give back to the employer
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38. When employees are happy they
perform better and that means
customers receive quality service
Better Performance = Better Customer
Service
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39. Focus on the Customers
No matter what kind of business you
have, customers are what keep you in
business
Pleasing and keeping clients happy
equals a successful company
39
40. Guess!
Why Customers Quit Your Company:
Customers die ___%
Relocation ___%
Develop other relationships with other
companies ___%
Leave for competitive reasons __%
Dissatisfied with product __%
Dissatisfied with customer service __%
40
41. 68% Leave Because of Poor
Customer Service!
More than half your business changes
to your competitor because of poor
service!
People are brand loyal only if they
consistently receive good service
41
42. What can we do?
Fish Philosophy
◦ Teaches us 4 important steps that need to
be taken in order to have quality service
all the time
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43. Fish Philosophy
1. Play
2. Be There
3. Choose Your Attitude
4. Make Their Day
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44. Fish Philosophy – Play
Enjoy and make it fun in your work
place (callers know if you‟re smiling
when you answer the phone)
Having fun at your job makes time go
by fast
Increases motivation!
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45. Fish Philosophy – Be There
Don‟t let customers wait too long!
If they‟re on hold – let them know
you‟ll be with them
Be there every step of the way and
make sure they know how to reach
you
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46. Fish Philosophy – Choose
Your Attitude
Positive attitudes are important! Be
Optimistic!
First impressions are lasting
Every request a customer makes is
important
46
47. Fish Philosophy – Choose Your
Attitude
Every customer should feel like they
have 100% of your attention
Smile before answering the phone or
greeting a customer
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48. Fish Philosophy –
Make Their Day
Do something extra to make a
customer‟s day!
Go the extra mile
If it‟s something you can do, then
make the effort to do it
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49. Role Play
Groups of 3 or more
Bad Service: 2 people – 1 person
plays the clerk who gives bad service
the other plays the customer
◦ What makes bad service bad?
◦ http://www.youtube.com/watch?v=lmFXTht
n014&feature=related
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50. Role Play
Good Service: 2 people - 1 person
plays the clerk who gives good service
the other plays the customer
◦ What makes good service good?
50
51. Focus on the Customer
Good customer service will retain
customers and bad service drive
customers away
◦ 1 person will tell 5 of their friends and family
the bad experience they‟ve had
◦ 1 person may mention to someone the
great service they‟ve had
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52. Focus on the Customer
FISH – use practices that motivate staff
to have fun, give extra, and have create
positive attitudes
◦ Result = great customer service
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53. Focus on the Results
Make goals and reach them
There are 3 kinds of goals to make
◦ Immediate
◦ Short term
◦ Long term
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54. Goals
Immediate Goals
◦ Goals that can be achieved in a day,
week, or month
◦ Ex. Meeting a selling quota for the week
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55. Goals
Short Term Goals
◦ Goals that can achieved in under 5 years
◦ Ex. Productivity levels met at a certain
point
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56. Goals
Long Term Goals
◦ The long time objective the company
strives to continually obtain
◦ Ex. Being the number 1 choice for clients
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57. What are your goals?
What are your own personal and
department goals?
How do you plan or contribute to
reaching them?
Brainstorm in a group and share the
goals
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58. The Result
With excellent customer service and
happy employees (have an
appreciation day – celebrates
birthdays, events, etc), companies
have the necessary means to achieve
their objectives
Increasing or improving your
organizational capacity will allow you
to become successful!
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59. Thank you for the
opportunity to meet today!
Tel 403 264 5288
lisa@hylton.ca
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60. CG Hylton - Services
HR Consulting Benefits, Pensions,
Job Descriptions EAP
Salary Grids Strategic Planning
Classification Drug and Alcohol
System - free & programs
easy to Dept re-orgs
understand Leadership
(NOC) compensation
Wellness at Work
Staff Morale Tel 403 264 5288
Training lisa@hylton.ca
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61. What is an
“Employer of Choice”?
Any employer of any size in the public,
private or not-for-profit sector that
attracts, optimizes and retains top
talent… because the employees choose
to be there
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62. Which results in
Employees choosing to work or
continue to work for your
organization… even when
presented with other and more
enticing employment
opportunities
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63. Where does salary stack up?
When an employee is considering a job,
what do they look for?
Any ideas?
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64. Where does salary stack up?
When an employee is considering a job,
what do they look for? 2003 data
1. Company policy
2. Company administration
3. Relationship with Supervisor
4. Working conditions
5. Salary
Source: August 2003 survey by the Society for Human Resource
Management (SHRM) and CareerJournal.com
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65. Ipsos 2007 Survey
Top reason for staying in the job –
like the work, like the atmosphere
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66. IPSOS 2007 Survey Top 5 reasons for
staying in a job
1. like the work
2. like the co-workers
3. like the company
4. learning a lot
5. salary satisfaction
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67. What about 2009, has the
economy changed things?
Any ideas?
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69. Our offer to you
Please call if you have any HR, or
workplace issue that you are
overwhelmed with
We can help you
We also are pleased to do Free
Workshops for your organization (some
limits apply) Let us know what your
needs are and we will make it happen!
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70. CG Hylton - Services
HR Consulting Benefits, Pensions,
Job Descriptions EAP
Salary Grids Strategic Planning
Wellness at Work Drug and Alcohol
programs
Staff Morale
Dept re-orgs
Training and
Workshops Leadership
compensation
Tel 403 264 5288
chris@hylton.ca
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