Business Excellence  Running and Sustaining aHighly Successful Organization
100 + per year / 1989
300+ in 19 years
90+ in 19 years
“Simplicity isthe ultimatesophistication”   Leonardo da Vinci
(T + C + ECF) x DE = Success
Talent
Cecil Van Tuyl “It is all about   people, people,   people.”  “ You can kid yourself   about a lot of things   in your bus...
The number one factor in increasing the  level of highly satisfied and engagedCUSTOMERS in your business is…The level of h...
Key Drivers of Customer                     Satisfaction and LoyaltyGlobal study:                            T olerate16 c...
What do engaged                       employees look like?1. They give more discretionary effort.2. They consistently exce...
ExtremeCustomer Focus
Web of Value:   VOC + MOT = WOM
VOC
How Many of these do you employ?
Moments Of Truth
78.9 % / 23.4%
TEC / Vistage / EO / YPO = 2,000 CEOs               1. Lack of a well-communicated                  vision and strategy fo...
Ideas to ACTION  10 – 15 %
Where are we going + how will we behave on the way?      Praise + Celebration                                             ...
ThreeBiggest Issues
The Evergreen Project        10 year study of 160 top companies        40 distinct industries        200 management practi...
The Four Primary Practices:1. A sharply focused, clearly communicated   and well-understood strategy for growth.2. Flawles...
The Secondary                                                       Management Practices:                   • Talent = fin...
Thank You  If you have any questions at all please do not hesitate to send a note or call.              My email address i...
IMBC 2013 keynote John Spence
IMBC 2013 keynote John Spence
IMBC 2013 keynote John Spence
IMBC 2013 keynote John Spence
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IMBC 2013 keynote John Spence

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IMBC 2013 keynote John Spence

  1. 1. Business Excellence Running and Sustaining aHighly Successful Organization
  2. 2. 100 + per year / 1989
  3. 3. 300+ in 19 years
  4. 4. 90+ in 19 years
  5. 5. “Simplicity isthe ultimatesophistication” Leonardo da Vinci
  6. 6. (T + C + ECF) x DE = Success
  7. 7. Talent
  8. 8. 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.”
  9. 9. The number one factor in increasing the level of highly satisfied and engagedCUSTOMERS in your business is…The level of highly satisfied and engaged EMPLOYEES in your business.
  10. 10. Key Drivers of Customer Satisfaction and LoyaltyGlobal study: T olerate16 countries N othing529 companies15,589 respondents L ess From: Practice What You Preach by Maister
  11. 11. 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.
  12. 12. ExtremeCustomer Focus
  13. 13. Web of Value: VOC + MOT = WOM
  14. 14. VOC
  15. 15. How Many of these do you employ?
  16. 16. Moments Of Truth
  17. 17. 78.9 % / 23.4%
  18. 18. TEC / Vistage / EO / YPO = 2,000 CEOs 1. Lack of a well-communicated vision and strategy for growth. 2. Lack of courageous communication. 3. Tolerating mediocrity. 4. Lack of accountability and disciplined execution.
  19. 19. Ideas to ACTION 10 – 15 %
  20. 20. 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
  21. 21. ThreeBiggest Issues
  22. 22. The Evergreen Project 10 year study of 160 top companies 40 distinct industries 200 management practices Winners, climbers, tumblers, losers Winners 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 18
  23. 23. 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.
  24. 24. 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
  25. 25. Thank You If you have any questions at all please do not hesitate to send a note or call. My email address is: john@johnspence.com ** Please connect with me on LinkedIn **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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