The document discusses John Roberts' presentation on the relationship between internal and external customer service at Ford Motor Company. It will explore whether HR issues are sector-specific or company-specific, and share best practices in practical terms. It then provides a case study of Ford Retail, where strategic objectives aimed to differentiate through customer satisfaction. Initiatives like leadership programs, recognition programs, and surveys showed improved performance, staff attitudes, and customer focus from 2008-2010.

1. HR and Customer Service John Roberts Ford (Retail) Motor company Ltd Urbanopeople Event Presentation www.urbanonetwork.co.uk

5. Our starting point

8. 1. IDENTITY How you think of yourself shapes your… 2. VALUES AND BELIEFS What is important to you, and what you believe in influences your… 3. CAPABILITIES Your knowledge and skills direct your… 4. BEHAVIOUR What you do and say determines your RESULTS in the… 5. ENVIRONMENT In which you choose to operate Who We Are…….

9. Leadership/Culture Current Behaviours Desired Behaviours And Ways of working Define Embed Sustain Recruitment/Development Communication 360 measurement LTIP Leadership Programme Appraisals

10. Organisational Development Organisational Driven Inputs Moments of Truth 2008…. Raising our Game 2010>2012 Leader as a Coach 2010 Leadership programmes 2007-12 Leadership / Culture Customer Centric One Company Collaborative Leadership Energising

11. The Emotion

13. Over 10000 nominations Over 200 winners Over 600 nominations per month

15. Reward and recognition

16. Sustainment

17. Sustainment

20. Dealer “A” Performance Staff Attitude Survey Question 2009 2010 Customers take precedence over everything in Ford Retail 83% 97% I have confidence in my leadership 77% 91% People are praised for doing a good job 65% 84% Moments of Truth 24 (no bonus) 2009 June 2010 New Vehicle 81% 95% Used Vehicle 76% 90% Service 58% 72% Performance 2008 2009 2010 Dealership Profit) (£336k) £262k £494k New Units 510 571 725 Used Units 536 590 651 Service Hours 14671 15987 17643

21. Outcomes (1)

22. GROUP RESPONSE QUESTIONS ASKED LEADERSHIP 1 I am proud to work for this company 7 I feel my manager respects me 10 My manager offers effective leadership for the department 14 People treat each other with respect in this company 19 I have confidence in the company’s leadership COMMUNICATIONS 2 I understand what is expected of me at work 8 I know how my role contributes to the overall business objectives 15 I am kept well informed on what is going on in the company GROWTH 3 At work my opinion seems to count 9 I can see a long term career in Ford Retail 16 My line manager is interested in my personal development 20 I get sufficient training to carry out my job effectively COOPERATION 4 Employees work well together to solve problems and get the job done 11 There is no conflict at work which affects me doing my daily work CUSTOMER FOCUS/DELIVERY 5 Customer service takes precedence over everything else in this company 12 I have the equipment and materials I need to do my job well 17 Employees here are committed to doing quality work RECOGNITION/REWARD 6 Overall, my reward package is fair 13 People are praised for doing a good job 18 I feel that my contribution at work is appreciated 2008 2009 83% 77% 71% 62% 68% 95% 90% 49% 94% 62% 63% 69% 67% 80% 66% 75% 65% 75% 71% 76% 63% 71% 70% 77% 63% 71% 76% 83% 45% 57% 57% 63% 64% 74% Co Average 68% 2010 93% 84% 80% 70% 83% 97% 95% 97% 70% 70% 80% 75% 76% 77% 72% 82% 75% 85% 53% 66% 74% 78% 76% 92% 83% 82% 67% 80% ’ 08 to ’11 variance 94% 85% 83% 74% 86% 97% 97% 73% 72% 81% 81% 81% 80% 73% 87% 80% 89% 59% 70% 78% 81% Response rates 46% 78% 66% 77% 13% 10% 17% 19% 26% 2% 8% 49% 14% 21% 23% 25% 13% 16% 24% 27% 17% 31% 23% 22% 67% 2011 19% Outcomes (2) “Give Us Your Steer”