Revitalize
Your BusinessHRASM – April 14,2009
Copyright@2009DarwinGillett
1. A Time of New Challenges
• Falling or stagnant sales
• Prices under pressure
• Extreme cost cutting
• Sinking morale
• Managers lack experience to lead now
• So companies stop forward movementLeads to weakened companies
Copyright@2009DarwinGillett
4. Case IllustrationThe Revitalization of a Dying Company
Unitel – A “Trauma Company”
• Falling revenues & market share
• Poor quality
• High costs
• Good people leaving
• Losing $1MM per day!
• Low Morale
Copyright@2009DarwinGillett
2. Adjust our Mindset
1. “Reality Check”See the “Real World” – and operate in IT
How?
2. Have “New Eyes”
3. Shift our Consciousness
Copyright@2009DarwinGillett
3. Get “Attitude”
1. Shift Perception - To Opportunities, not just Problems
2. Cultivate Purpose & Passion- to generate the Desire to succeed
3. Fan the flames of Expectation- “We CAN do this!”
Copyright@2009DarwinGillett
Unitel’s New Mission Statement
1. Deliver superior products and services to customers over the highest quality network at competitive prices;
2. Become one of the finest companies to work for in Canada by providing a work environment where employees can achieve their best;
3. Provide good returns to shareholders;
4. Contribute positively to the communities in which employees live and work.
Copyright@2009DarwinGillett
5. Five LEVELS of Management Focus
1. Financial – Protect, Improve Cash Flowe.g.,* Reduce expenses* Postpone expenses* Postpone investments in the business * Staff reductions* Working capital improvements* Drop unprofitable products/services, markets – and customers
Copyright@2009DarwinGillett
Five LEVELS of Management Focus
2. Operations - Improve Business Processes
Improve HOW we do business:* Take out costs * Speed the process* Increase value to the customer
-> Reduce cost structure
Copyright@2009DarwinGillett
Five LEVELS of Management Focus
3. Customer Focus – Provide greater customer value
* Stay close to the customer* Improve existing products/services* Serve changing/emerging needs
* Go after new customers
-> Maintain/Grow Revenues
Copyright@2009DarwinGillett
6. A Human Economics that is changing the “Game”
1. Industrial Age
2. Information/Technology Age
3. Relationship Age
-> How create “Competitive Advantage” in each Economy?
Copyright@2009DarwinGillett
Competitive Advantage in the INDUSTRIAL Age
From excellence in…• Low cost raw material source• Large market share• Economies of scale • Streamlined operations • Low labor costs & high output per man-hour• Access to & low-cost financial capital
Copyright@2009DarwinGillett
Competitive Advantage in the INFORMATION Age
• Access to great information & technology
• Innovation & creativity
• Rapid commercialization – time to market
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Competitive Advantage in the Relationship Age
Network of employees, customers, vendors who….
• Are committed to a common Purpose
• Share common Values
• Respect and Care about each other
Copyright@2009DarwinGillett
Five LEVELS of Management Focus
4. People – Build morale and relationships
* Inspire employees * Involve employees* Strengthen relationships Customers & vendors too
-> A motivated and dedicated team
Copyright@2009DarwinGillett
The Sorry State of Unitel Employee Morale: 1994/5
-18-16-14-12-10
-8-6-4-20
CorporateDirection
Recogn Emp Satis Comp &Ben
Unitel: 1994/5 % below Ave.
Copyright@2009DarwinGillett
Five LEVELS of Management Focus
5. Management – Take it to a new Level
HOW we manage the company
* Leadership practices & development
* Decision-making process* Communication* The Management System
-> Supercharge Management
Copyright@2009DarwinGillett
7. The Noble Enterprise and its Five Pillars
Noble: possessing, characterized by, or arising from superiority of mind or character or of ideals or morals. - Merriam-Webster Online dictionary
A “Noble Enterprise” is built with a superiority of Character and Ideals- not “just” of Mind
Copyright@2009DarwinGillett
Copyright@2009DarwinGillett
Pillar 1: Greater Purpose
1. Multiple Stakeholders: - not just return to financial shareholders
2. Inner, Non-material needs - as well as the traditional outer, material needs.E.g., Desire for - self-actualization- to find purpose and meaning in life- to serve others
3. Build Greater Purpose into all “parts” of the business
Copyright@2009DarwinGillett
Copyright@2009DarwinGillett
Pillar 2: Ethical Values
1. Act nobly with values like integrity, respect, and faith in people’s potential
2. Build business relationships infused with nobility.
3. Build ethical values into the way the company makes decisions, sets policies, measures what’s important and rewards its people.
Copyright@2009DarwinGillett
New Valuesfor Unitel/AT&T Canada
1. Integrity
2. Respect for people
3. Customer service
4. Teamwork
5. (added by the CEO) Prudent risk-taking
Copyright@2009DarwinGillett
Copyright@2009DarwinGillett
Pillar 3: Human Growth
1. Noble Enterprises invest in the “most valuable resource” – the Human Resource
2. They aim to expand employee capabilities, not just maximize their current output…to achieve superior long-term profitable growth
3. Growth = professional and personal
-> So that the company strengthens and can capitalize on both its Intellectual Capital and Spiritual Capital
Copyright@2009DarwinGillett
Copyright@2009DarwinGillett
Copyright@2009DarwinGillett
Pillar 4: Freedom within Structure
1. All companies want to “EMPOWER” their people.
2. But How do you do this?- Pep Talks?- Incentives?
3. Often overlooked -> individual freedom.
4. Noble Enterprises find ways to provide that freedom (within an overall structure) -> to encourage people to use their talents, to innovate and to take prudent risks.
Copyright@2009DarwinGillett
Copyright@2009DarwinGillett
Source: photo by Connie Barlow in the book “What is Life” by Lynn Margulis and Dorion Sagan
Copyright@2009DarwinGillett
Are we SEPARATE – or ONE?
Source: NASA
Copyright@2009DarwinGillett
Pillar 5: Unity Mindset
1. Noble Enterprises see and manage the WHOLE - as well as the SEPARATE pieces
2. Success requires more than great individual efforts. Thus, Noble Enterprises foster a Spirit of Oneness, in which people achieve more together
3. Noble Enterprises create and manage community, built on common ethical values and shared purpose, which extends to customers & vendors as well as employees
4. In this way, Noble Enterprises harness the power of Collaboration – not just of Competition
Copyright@2009DarwinGillett
Copyright@2009DarwinGillett
How a Noble Enterprise Succeeds • It sets its sights high regarding its mission in serving the
world……
• It creates & nurtures its relationships with customers, employees, shareholders and the wider world.
• It takes actions that uplift people, drawing forth and utilizing the best energies of its employees and others.
• It provides an environment in which employees flourish, expressing their deepest purpose & passion in service to the company’s purpose – and growing personally.
• It is led by Noble Leaders who bring their high character to work in service to all constituencies.
Copyright@2009DarwinGillett
The TURNAROUND ofUnitel/AT&T Canada LDS
Network Quality
0
200
400
600
800
1000
1200
1400
1995 1997
Defects perMillion
Copyright@2009DarwinGillett
The TURNAROUND ofUnitel/AT&T Canada LDS
Revenue Growth
-5
0
5
10
15
20
25
1995 1998
Market
Unitel/AT&T
Copyright@2009DarwinGillett
The TURNAROUND ofUnitel/AT&T Canada LDS
Employee Morale: 1995->1998
-20
-15
-10
-5
0
5
10
15
20
25
CorporateDirection
Recogn Emp Satis Comp &Ben
Unitel: 1994/5 % below Ave
AT&T: 1998 % above Ave
Copyright@2009DarwinGillett
The TURNAROUND ofUnitel/AT&T Canada LDS
Market Value of the Company
0
200
400
600
800
1000
1200
1400
1600
1995 1998
Market Value: $ Millions
Copyright@2009DarwinGillett
8. What POWERS the NOBLE ENTERPRISE?
• Traditional Answer: Outer Actions- The Right Strategy- Executed well-> “Just DO it!”
Copyright@2009DarwinGillett
Copyright@2009DarwinGillett
Copyright@2009DarwinGillett
8. What POWERS the NOBLE ENTERPRISE?
• Not just Outer Actions
• But also Inner Energies & their Flow
… which come from…
Human Spirit
Copyright@2009DarwinGillett
Copyright@2009DarwinGillett
Conclusion
On Leading a Company Revitalization:
“None of this is hard work. It’s important work. It takes discipline. It takes focused efforts, but it’s not hard. It’s fun work when you see what the purpose is:
making employees better, making companies better”Bill Catucci, CEO, Unitel/AT&T Canada
UPLIFTINGPeople and Profits
- Especially in Tough Times
Thank you!Dar Gillett
Noble Business Solutions