business excellence ft lauderdale shrm
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DinnerTRANSCRIPT
HR's Role in Building the Business of the Future
A few of my clients:
A few of the 90 + Universities:
For the past 22 years…
“Simplicity is the ultimate sophistication” Leonardo da Vinci
The Pattern of Business Success
(T + C + ECF) x DE = Success
Talent
Talent + Culture
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.”
The level of highly satisfied and engaged EMPLOYEES in your business.
The number one factor in increasing the level of highly satisfied and engaged CUSTOMERS in your business is…
Job + Organizational Engagement = Employee Engagement
Not Engaged Engaged
En
gag
ed
Not
En
gag
ed
Job Engagement
Org
an
izat
ion
al E
nga
gem
en
t
50%
9%
Benchwarmers
7%
Free Agents
34%
Stars
Disengaged
50%
Actively Disengaged Employees…
22%
Key Drivers of Customer Satisfaction and Loyalty
Financial Performance
Quality P&S&
Customer Relationship
EmployeeSatisfaction
Empowerment High Standards
Long-termOrientation
Enthusiasm, Commitment,
Respect
Training &Development
Fair Compensatio
n
CR= 104.12% increase in profits
CR= .404
CR=.334
CR=.277
CR=.275CR=.249
CR=.280 Coaching
CR=.285
CR=.371
CR=.365
CR=.191
CR=.247
TolerateNothing
Less
From: Practice What You Preach by Maister
Global study:16 countries529 companies15,589 respondents
Customer satisfaction drives customer loyalty… and customer loyalty drives profitability
100%
90
80
70
60
50
40
30
20
Extremely Dissatisfie
d
SomewhatDissatisfie
d
SlightlyDissatisfie
dSatisfied
Very Satisfied
Zone of Defection
Zone of Indifferenc
e
Zone of Affection
Loyalt
y
Customer Satisfaction
Terrorist
Evangelist
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
Actively disengaged employees can reduce revenues by up to 22%, while highly satisfied and engaged
employees can drive profits up by as much as a 189%
Culture = Cash
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.7. 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.
1 - 10
The key elements of a winning culture: Employees
FunFamilyFriendsFair
FreedomPridePraiseMeaning
Accomplishment
1 -10
What Employees Want: SBAFocus me
Know me
Care about me
Hear me
Help me feel proud
Equip me
Help me see my value
Help me grow
Help me see my importance
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
Extreme Customer Focus
How do the Best Companies Deliver Superior Customer Service?
• From a study of more than 3,000 companies — narrowed down to the top 101 companies that profit from customer care — here are the Top Six Factors that were the fundamental tactics used to build and manage extraordinary levels of customer satisfaction and loyalty.
1 -10
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
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
3. Process = Repeatable success
• They create systems, processes and protocols to ensure that service delivery is flawless… without stifling the creativity and initiative of their employees.
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
Measure & Post Create A Dashboard of Key Indicators
MPS Margin Per Sale
Talent
Customer Service
Customer Retention
They hire the best people, train them carefully and extensively so they have the knowledge and skills to achieve the service standards, then empower them to work on behalf of the customers, whether inside or outside the organization.
5. Customer Focused Employees
They recognize and reward service accomplishments, sometimes individually, sometimes as a group effort, in particular celebrating the success of employees who go “one step beyond” for their customers.
Deal decisively with mediocrity
6. Reward and Celebrate Success
Kaizen
For those who are prepared…Chaos brings opportunity.
10 – 15%
Where are we going andhow will we behave on the way?
FocusDifferentiation“No”
Guiding Collation
Vision + ValuesStrategy
ObjectivesInitiativesPrograms
Procedures / ProtocolsRepeatable ProcessClear / consistent / relentless
Training +time / money /
supplies / people
Measure / TrackCommunicate
Transparency Accountability
Celebrate SuccessEliminate Mediocrity
Workshop 12
If you have any questions at all please do not hesitate to send a note or call. My email address is: [email protected]
My twitter address is: @awesomelysimplePlease feel free to “friend” me on FB
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
Thank You