United Way Leadership Summit


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Slide deck from John Spence presentation to non-profit leaders.

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United Way Leadership Summit

  1. 1. From Mission to Community Vision: Nonprofits Leading the Way
  2. 2. For the past 22 years…
  3. 3. In my opinion, if you think you run a charity or a “nonprofit”…
  4. 4. Good to Great Running a GREAT Business
  5. 5. The Pattern of Business Success
  6. 6. (T + C + ECF) x DE = Success
  7. 7. Talent + Culture 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 engaged DONORS in your organization is…The level of highly satisfied and engaged EMPLOYEES in your organization.
  10. 10. Key Drivers of Customer Satisfaction and Loyalty Financial Performance CR= 104.12% increase in profits Global study: 16 countries Tolerate 529 companies 15,589 respondents Quality P&S & Nothing Customer Relationship Less CR= .404 Employee CR=.277 Satisfaction CR=.275 CR=.249 CR=.334 CR=.280 Empowerment Coaching High Standards CR=.285 CR=.371 CR=.365 CR=.191 CR=.247 Long-term Enthusiasm, Training & Fair Orientation Commitment, Development Compensation RespectFrom: Practice What You Preach by Maister
  11. 11. Extreme Customer Focus
  12. 12. Web of Value: VOC + MOT
  13. 13. VOC
  14. 14. How Many of these do you employ? Complaints Comment Employees Cards Donor Competition Panels Focus Website GroupsSurveys VOC Social Media
  15. 15. Moments Of Truth
  16. 16. Moments Of Truth
  17. 17. 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. 18. 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.From: What (really) Works by Joyce, Nohria, Roberson
  19. 19. 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
  20. 20. What Inhibits Execution?National Survey of 4,000 Senior Executives 4. Inability to work together (21%) 3. Company culture (23%) 2. Economic climate (29%) 1. Holding onto the past / unwillingness to CHANGE (35%)
  21. 21. Non-negotiable Standards + Fanatical Discipline Very Clear Expectations Specific and Measurable Goals Necessary Systems & Support Robust Communication Consistent Tracking of Performance Regular Performance Reviews Refuse to Tolerate mediocrity
  22. 22. (T + C + ECF) x DE = Success
  23. 23. 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 My twitter address is: @awesomelysimple Please feel free to “friend” me on FBAlso, 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