ENMAX keynote

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Keynote presentation to ENMAX leadership team

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ENMAX keynote

  1. 1. “ Simplicity is the ultimate sophistication” Leonardo da Vinci
  2. 2. I will not waste one minute of your time… <ul><li>I have a ton to cover and I will go pretty fast. </li></ul><ul><li>Please take lots of notes, think/work hard and feel free to ask questions or give comments at ANY time. </li></ul><ul><li>I am happy to answer any of your questions, offer advice and recommend books at any time after this session. </li></ul><ul><li>[email_address] </li></ul><ul><li>The slides are already posted at: </li></ul><ul><li>www.SlideShare.net/johnspence </li></ul>
  3. 3. A few of my clients:
  4. 4. For the past 21 years…
  5. 5. What does this mean to me? How can I use this idea? What can I do right away? I am NOT a guru…
  6. 7. The Pattern of Business Success
  7. 8. (T + C + ECF) x DE = Success
  8. 9. Talent + Culture Talent
  9. 10. Cecil Van Tuyl <ul><li>“ It is all about people, people, people. You can kid yourself about a lot of things in your business, but at the end of the day it will always come down to people.” </li></ul>
  10. 11. <ul><li>The number one factor in increasing the level of highly satisfied and engaged CUSTOMERS in your business is… </li></ul>The level of highly satisfied and engaged EMPLOYEES in your business.
  11. 12. Job + Organizational Engagement = Employee Engagement
  12. 13. Actively Disengaged Employees… 22%
  13. 14. Key Drivers of Customer Satisfaction and Loyalty T olerate N othing L ess From: Practice What You Preach by Maister Global study: 16 countries 529 companies 15,589 respondents Chart: 4 Workshop: 5 Financial Performance Quality P&S & Customer Relationship Employee Satisfaction Empowerment High Standards Long-term Orientation Enthusiasm, Commitment, Respect Training & Development Fair Compensation CR= 104.12% increase in profits CR= .404 CR=.334 CR=.277 CR=.275 CR=.249 CR=.280 Coaching CR=.285 CR=.371 CR=.365 CR=.191 CR=.247
  14. 15. Customer satisfaction drives customer loyalty… and customer loyalty drives profitability A 5% increase in loyalty among your best customers… Can produce a profit increase of 25% – 85% I hate you I don’t care about you I love you 100% 90 80 70 60 50 40 30 20 Extremely Dissatisfied Somewhat Dissatisfied Slightly Dissatisfied Satisfied Very Satisfied Zone of Defection Zone of Indifference Zone of Affection Loyalty Customer Satisfaction Terrorist Evangelist
  15. 16. Actively disengaged employees can reduce revenues by up to 22%, while highly satisfied and engaged employees can drive profits up by as much as a 189% Culture = Cash
  16. 17. What do engaged employees look like? <ul><li>They give more discretionary effort. </li></ul><ul><li>They consistently exceed expectations. </li></ul><ul><li>They take more responsibility and initiative. </li></ul><ul><li>They receive better customer service ratings. </li></ul><ul><li>They offer more ideas for improvement. </li></ul><ul><li>They promote and model teamwork. </li></ul><ul><li>They volunteer more for extra assignments. </li></ul><ul><li>They anticipate and adapt better to change. </li></ul><ul><li>They persist at difficult work over time. </li></ul><ul><li>They speak well of the organization. </li></ul>1 - 10 Workshop: 6
  17. 18. <ul><li>Lack of TRUST </li></ul><ul><li>Lack of candor </li></ul><ul><li>Lack of commitment </li></ul><ul><li>Lack of accountability </li></ul><ul><li>Lack of results </li></ul>
  18. 19. Competence Respect Distrust Affection TRUST HIGH LOW LOW HIGH Concern The 4 C’s of Trust
  19. 20. John Spence High-Performance Team Model <ul><li>D </li></ul><ul><li>M </li></ul><ul><li>C </li></ul><ul><li>C </li></ul><ul><li>M </li></ul><ul><li>D </li></ul>irection – vivid, clear, inspiring --- shared easurements – specific, observable, focused ompetence – very good at what they do ommunication – open, honest, courageous utual Accountability – all team members iscipline – do this every day
  20. 21. The Six Universal Drivers of Engagement <ul><li>Caring, competent, and engaging leaders. </li></ul><ul><li>Effective managers who keep employees informed, aligned and engaged. </li></ul><ul><li>Effective teamwork at ALL levels. </li></ul><ul><li>Job enrichment and professional growth. </li></ul><ul><li>Valuing employee contributions. </li></ul><ul><li>Concern for employee well being. </li></ul><ul><li>1 - 10 </li></ul>Workshop: 7
  21. 22. The key elements of a winning culture: Employees <ul><li>Fun </li></ul><ul><li>Family </li></ul><ul><li>Friends </li></ul><ul><li>Fair </li></ul>Freedom Pride Praise Meaning Accomplishment 1 -10 Workshop: 7
  22. 23. Top High-Potential VPs from GE, Microsoft, Verizon, Qualcomm, State Farm, Abbott and Merrill Lynch… <ul><li>Credible </li></ul><ul><li>Respectful </li></ul><ul><li>Approachable </li></ul><ul><li>Team Player </li></ul><ul><li>Highly Professional </li></ul>
  23. 24. Leader of the Future <ul><li>Character </li></ul><ul><li>Courage </li></ul><ul><li>Communication </li></ul><ul><li>Collaboration </li></ul><ul><li>Compassion </li></ul><ul><li>Contribution </li></ul>
  24. 25. E xtreme C ustomer F ocus
  25. 26. VOC
  26. 27. M oments O f T ruth Page 8
  27. 28. MOT Workshop
  28. 29. Do you have a system for your key MOT?
  29. 30. Kaizen For those who are prepared… Chaos brings opportunity.
  30. 31. 10 – 15%
  31. 32. What Inhibits Execution? National Survey of 4,000 Senior Executives <ul><li>4. Inability to work together (21%) </li></ul><ul><li>3. Company culture (23%) </li></ul><ul><li>2. Economic climate (29%) </li></ul><ul><li>1. Holding onto the past / unwillingness to CHANGE (35%) </li></ul>
  32. 33. In other words… <ul><li>In order to succeed you need a high-performance team that embraces a strong culture of disciplined execution and accountability while being nimble, agile and adaptable to changes in the marketplace. </li></ul>
  33. 34. Where are we going and how will we behave on the way? Focus Differentiation “ No” Guiding Collation Vision + Values Strategy Objectives Initiatives Programs Procedures / Protocols Repeatable Process Clear / consistent / relentless Training + time / money / supplies / people Measure / Track Communicate Transparency Accountability Celebrate Success Eliminate Mediocrity Workshop 12
  34. 36. Independent Workshop <ul><li>Based on everything you have just learned, what do YOU feel are THREE specific action steps that ENMAX can take to make significant positive improvements as an organization? </li></ul>
  35. 37. Table Workshop <ul><li>Each person will share their three recommendations – and then each table is responsible for combining all of the ideas generated by their table into a brief list of their absolute Top Three Recommendation for Improvement. </li></ul>
  36. 38. T HANK Y OU If you have any questions at all please do not hesitate to send a note or call. My email address is: john@johnspence.com My twitter address is: @awesomelysimple Also, you might find value in the ideas I share in my blog. You can sign up for it at: www.blog.johnspence.com Lastly, these slides have already been uploaded to: www.slideshare.net/johnspence

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