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IAMC excellence in the new normal 3.13


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Industrial Asset Management Council - Professional Development Conference - Charleston, SC March 2013

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IAMC excellence in the new normal 3.13

  1. 1. Excellence in the NEW Normal IAMC Professional Forum
  2. 2. I will not waste one minute of your time…• I have a ton to cover and I will go pretty fast.• Please take lots of notes, think/work hard and feel free to ask questions or give comments at ANY time.• I am happy to answer any of your questions, offer advice and recommend books at any time after this session.• The slides are already posted at:
  3. 3. To customize this program… • David Snyder • Susan Reber • Bob Hess • Cary Hutchings • Joe Milano
  4. 4. The consensus:• We are all looking to improve our business, whether it be the real estate professional looking to site a business in the most cost effective manner, the service provide looking to earn a commission in the excellent performance of his or her trade, or the economic developer looking to bring investment and jobs into their communities. How can they lead the process in best way they can to accomplish these objectives.
  5. 5. A few of my clients:
  6. 6. For the past 21 years…
  7. 7. I am NOT a guru… What does this mean to me? How can I use this idea? What can I do right away?
  8. 8. To get the most from our sessiontogether…It is absolutely critical thatyou be brutally honest with yourselftoday.So lets get started witha little self-test on page 2
  9. 9. The Four – I’s• Ignorance• Inflexibility• Indifference• Inconsistency Page 3
  10. 10. How to avoid the Four I’s• Aggressive external market focus.• Ridiculously high level of customer focus.• Keep the “Main Things” the main things.• Bullish on knowledge sharing and learning.• Teamwork is mandatory – not optional• Passion and commitment at all levels.• Foster a healthy paranoia.• Revel in change. Page 3
  11. 11. • The willingness… even enthusiasm… to change EVERYTHING combined with the wisdom to understand what must NEVER be changed.
  12. 12. The Key To Success in the New Normal… NimbleosityNimbo-licious
  13. 13. The Pattern of Business Success
  14. 14. (T + C + ECF) x DE = Success
  15. 15. Talent + Culture Talent
  16. 16. Cecil Van Tuyl “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.”
  17. 17. The number one factor in increasing the level of highly satisfied and engaged CUSTOMERS in your business is…The level of highly satisfied and engaged EMPLOYEES in your business.
  18. 18. Key Drivers of Customer Satisfaction and Loyalty Financial Performance CR= 104.12% increase in profits Global study: T olerate 16 countries Quality P&S & N othing 529 companies Customer Relationship 15,589 respondents L ess CR= .404 Employee CR=.277 Satisfaction CR=.275 CR=.249 CR=.334 CR=.280 Empowerment Coaching High Standards CR=.28 CR=.37 CR=.36 CR=.19 CR=.24 5 1 5 1 7 Long-term Enthusiasm, Training & Fair Chart: 4 Orientation Commitment, Development Compensation Respect Workshop: 5From: Practice What You Preach by Maister
  19. 19. Culture = Cash Actively disengaged employees can reduce revenues by up to 22%, while highly satisfied and engagedemployees can drive profits up by as much as a 189%
  20. 20. What do engaged employees look like?1. They give more discretionary effort.2. They consistently exceed expectations.3. They take more responsibility and initiative.4. They receive better customer service ratings.5. They offer more ideas for improvement.6. They promote and model teamwork. 1 - 107. They volunteer more for extra assignments.8. They anticipate and adapt better to change.9. They persist at difficult work over time.10. They speak well of the organization. Workshop: 6
  21. 21. The key elements of a winning culture: Employees 1 -10 Fun Freedom Family Pride Friends Praise Fair Meaning Accomplishment Workshop: 7
  22. 22. The Six Universal Drivers of Engagement 1. Caring, competent, and engaging leaders. 2. Effective managers who keep employees informed, aligned and engaged. 3. Effective teamwork at ALL levels. 4. Job enrichment and professional growth. 5. Valuing employee contributions. 6. Concern for employee well being. 1 - 10 Workshop: 7
  23. 23. 1,300,000 interviews: Basic 4 + 1 Page 8
  24. 24. Extreme Customer Focus
  25. 25. Web of Value: VOC + MOT + WOM Page 8
  26. 26. Extreme Customer Focus VOC
  27. 27. Moments Of Truth Page 8
  28. 28. VOC + MOT Workshop: Page 9
  29. 29. WOM = Your BEST form of advertising!
  30. 30. 43% - 74% of purchasing decision = WOM/T
  31. 31. The Keys to positive WOM
  32. 32. Kaizen 325,905 4.114,300,000 For those who are prepared… Chaos brings opportunity.
  33. 33. The Evergreen Project10 year study of 160 top companies40 distinct industries200 management practicesWinners, climbers, tumblers, losersWinners had an average Total Return to Shareholders of 945%...The Losers only averaged a TRS of 62% From: What (really) Works by Joyce, Nohria, Roberson
  34. 34. The Four Primary Practices: 1. A sharply focused, clearly communicated and well- understood strategy for growth. 2. Flawless operational execution that consistently delivers the value proposition. 3. A performance-oriented culture that does not tolerate mediocrity. 4. A fast, flexible, flat organization that reduces bureaucracy and simplifies work. Workshop 11
  35. 35. The Secondary Management Practices: • Talent = find and keep the best people. • Key leaders show commitment and enthusiasm for the business. • Embrace strategic innovation. • Master the power of partnerships.From: What (really) Works by Joyce, Nohria, Roberson Workshop 11
  36. 36. 10 – 15%
  37. 37. Where are we going + how will we behave on the way? Praise + Celebration Focus and Differentiation Eliminate Mediocrity “No”Measure / Track Communicate Stakeholders + Transparency guiding collation Renewal Vision + Values Training + Strategy time / money / Plans supplies / people Goals / Objectives Tactics / Actions Procedures / Protocols Clear / consistent / relentless Repeatable Process WS Page 12
  38. 38. Accountability1. 100% Clarity2. 100% Agreement3. Track & Post4. Coaching5. Reward / Punishment Page 12
  39. 39. The 6 Keys to Winning in the New Normal 1. People 2. VOC 3. MOT 4. WOM 5. Kaizen 6. Execution
  40. 40. Strategy Map / Word Cloud: Pages 13 & 14
  41. 41. Final Workshop: Pages 15 - 17
  42. 42. Excellence in the NEW Normal IAMC Professional Forum
  43. 43. THANK YOU If you have any questions at all please do not hesitate to send a note or call. My email address is: My twitter address is: @awesomelysimpleAlso, you might find value in the ideas I share in my blog. You can sign up for it at: Lastly, these slides have already been uploaded to: