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#Firmday 28 march 2014 Rackspace - how to onboard a fanatic

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Eddie Gleeson, On-boarding & Business Skills Manager at Rackspace, will share with us how they prepare people for working in a high-growth, super high-change environment with a 'fanatical' commitment to delivering a great customer experience with a session called 'How to On-board a Fanatic'

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#Firmday 28 march 2014 Rackspace - how to onboard a fanatic

  1. 1. 1 HOW TO ONBOARD A “FANATIC” Delivered by: Eddie Gleeson
  2. 2. RACKSPACE® HOSTING | WWW.RACKSPACE.COM 2
  3. 3. RACKSPACE® HOSTING | WWW.RACKSPACE.COM HOW DO YOU ONBOARD A “FANATIC”?.. INVEST IN THE INDIVIDUAL. 3
  4. 4. RACKSPACE® HOSTING | WWW.RACKSPACE.COM 2007 • 200 Rackers (UK) • 2 Offices (US & UK) • 2 Technologies • 2 Service Levels • £29m Revenue (UK) 4 2014 • 1200 Rackers (Int.) • 18 Offices (Globally) • Dedicated, Cloud, Openstack, Busine ss Apps, Dev. Apps, Big Data Technology… • 5 Core Service Levels • £236m Revenue (Int)
  5. 5. RACKSPACE® HOSTING | WWW.RACKSPACE.COM To be recognised as one of the world’s greatest service companies. “ ” Rackspace Vision 5
  6. 6. 6
  7. 7. RACKSPACE® HOSTING | WWW.RACKSPACE.COM 7
  8. 8. RACKSPACE® HOSTING | WWW.RACKSPACE.COM Our 4 Pillars 8 Know Rackspace Know The People Know Where I’m Going Have The Knowledge to do My Job
  9. 9. RACKSPACE® HOSTING | WWW.RACKSPACE.COM The Current World 9 Racker Fundamentals Welcome Home Hosting Fundamentals Sales Fundamentals Support Fundamentals Manager Compass Tools of the Rack Rack Ready Workbook Rookie-O
  10. 10. RACKSPACE® HOSTING | WWW.RACKSPACE.COM 10 Rookie-O • Build a network • Understand the culture • Knowledge of the business and strategy
  11. 11. RACKSPACE® HOSTING | WWW.RACKSPACE.COM • Managing within the RS culture • Leading with authenticity • Forming a 90 plan • Understanding the processes & tools for supporting customers • Selling hosting at RS • Selling the value of RS and FS • Selling the portfolio • Understanding the competition • Understand hosting technology • Know and understand the RS portfolio • Build a learning platform • Build a network • Understand the culture • Knowledge of the business and strategy The Current World 11 Racker Fundamentals Welcome Home Hosting Fundamentals Sales Fundamentals Support Fundamentals Manager Compass Tools of the Rack Rack Ready Workbook • To assist rackers in owning their own onboarding experience • To assist managers with constructing to “out of classroom” parts of onboardind Rookie-O
  12. 12. RACKSPACE® HOSTING | WWW.RACKSPACE.COM Where We’re Going Challenge • Specialisation = specialist skillsets = specific development requirements Onboarding solution • Move to a “time to competence” based model: Why? • More unique requirements; specialist skills, remote working, return to work • Therefore more; specialist subjects, methods of delivery, tailored programmes 12 Expected progress Needs more focused development High performer
  13. 13. RACKSPACE® HOSTING | WWW.RACKSPACE.COM Proposed World 13 Why? • Tailored on-boarding plans • Agility in design / evolution • More on-boarding options • Progress tracking and assessment
  14. 14. RACKSPACE® HOSTING | WWW.RACKSPACE.COM End Game – it’s all about specialists and competence 14 Probation Key Classroom Video Reading Assignment
  15. 15. RACKSPACE® HOSTING | WWW.RACKSPACE.COM Finally – What’s The Value? • NPS in Onboarding = 84% • Probation Passes = 97.5% • 1st Year Leavers = 5.9% 15
  16. 16. 16 RACKSPACE® HOSTING | © RACKSPACE US, INC. | RACKSPACE® AND FANATICAL SUPPORT® ARE SERVICE MARKS OF RACKSPACE US, INC. REGISTERED IN TH E UNITED STATES AND OTHER COUNTRIES. RACKSPACE® HOSTING | 5 MILLINGTON ROAD | HAYES, UNITED KINGDOM UB3 4AZ UK SALES: +44 (0)20 8712 6507 | UK SUPPORT: 0800 988 0300 | WWW.RACKSPACE.CO.UK

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