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Mission 30


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Keynote presentation to McDonalds team for the Mission 30 initiative.

Published in: Business
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Mission 30

  1. 1. John Spence Focus On Success: Mission 30
  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> </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. 6. The Winner’s Mindset
  7. 7. <ul><li>Successful people willingly do… </li></ul><ul><li>what unsuccessful people are unwilling to do! </li></ul>
  8. 8. The first watchword of Excellence… 5
  9. 9. Second watchword of Excellence…
  10. 10. The third watchword of Excellence…
  11. 11. Secret of Success <ul><li>Decide exactly what you really want to achieve. </li></ul><ul><li>Determine specifically what you have to do to achieve it. </li></ul><ul><li>Focus every bit of energy and effort on “ Paying the Price ” to achieve you goals. </li></ul>
  12. 12. The 4 Cs of TRUST Competence Respect Distrust Affection TRUST HIGH LOW LOW HIGH Concern
  13. 14. The Pattern of Business Success
  14. 15. (T + C + ECF) x DE = Success
  15. 16. “ I am good at what I do… and I do it because I care about you.”
  16. 17. 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
  17. 18. 10 Key Team Competencies: <ul><li>Setting clear, specific and measurable goals. </li></ul><ul><li>Making assignments extremely clear and ensuring required competence. </li></ul><ul><li>Establishing 100% accountability for high performance across the entire team. </li></ul><ul><li>Running effective team meetings. </li></ul><ul><li>Building very strong levels of trust. </li></ul><ul><li>Establishing open, honest and frank communications. </li></ul><ul><li>Managing conflict effectively. </li></ul><ul><li>Creating mutual respect and collaboration. </li></ul><ul><li>Encouraging prudent risk-taking, creativity and innovation. </li></ul><ul><li>Engaging in ongoing team building activities. </li></ul>1 - 10
  18. 19. <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.
  19. 20. 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
  20. 21. 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
  21. 22. M oments O f T ruth
  22. 23. How the best get better… 4 key factors
  23. 24. They listen to, understand, and respond (often in unique and creative ways) to the evolving needs and constantly shifting expectations of their customers. Own the VOC 1. Extreme Customer Focus
  24. 25. They establish a clear vision of what superior service is, communicate that vision to employees at all levels, and ensure that service quality is personally and positively important to everyone in the organization. 2. Shared Customer Service Credo
  25. 26. 3. Process = Repeatable success <ul><li>They create systems, processes and protocols to ensure that service delivery is flawless… without stifling the creativity and initiative of their employees. </li></ul>
  26. 27. They establish concrete standards of service quality and regularly measure themselves against those standards, guarding against the “acceptable error” mindset by establishing as their goal 100% customer satisfaction performance. 4. Clear Standards + Accountability Mission 30
  27. 28. The Rule of 3 <ul><li>Wow – breakthrough teams commit to a clear and specific standard of world-class performance. </li></ul><ul><li>No Surprises – all team members are accountable for openness and honest debate, and each knows what to expect from the others. </li></ul><ul><li>Cheer – team members support, recognize, appreciate and cheer each other and the group to victory </li></ul>From: The Orange Revolution by Gostick and Elton
  28. 29. 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
  29. 30. Why you need to be a “Master of Collaboration” <ul><li>You cannot succeed alone. </li></ul><ul><li>You need a team of the brightest people you can possibly find to help you. </li></ul><ul><li>You need that team to work extremely well together. </li></ul><ul><li>You need that team to support you with enthusiasm, respect and trust. </li></ul><ul><li>But don’t take my word for it… </li></ul>
  30. 31. Anne Mulcahy CEO of Xerox and the third most powerful woman in the world! <ul><li>Build a network of great relationships with people who want to see you succeed. </li></ul><ul><li>You don’t have all of the answers, so ask for help and advice from the smartest people you can find. </li></ul><ul><li>Learn to be a learner. </li></ul><ul><li>Listen intently to the people you serve… your employees and your customers. </li></ul>Some really great advice…
  31. 32. SUMMARY of Key Strategies <ul><li>Focus + Discipline + Action </li></ul><ul><li>3 Steps to Success </li></ul><ul><li>(T+C+ECF) x DE= Business Success </li></ul><ul><li>4 C’s of Trust </li></ul><ul><li>The Rule of Three! </li></ul><ul><li>Culture Counts </li></ul><ul><li>Network </li></ul><ul><li>Ask for help </li></ul><ul><li>Learn to be a Learner!!! </li></ul>
  32. 34. 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: 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: Lastly, these slides have already been uploaded to: