Business Excellence: Ideas Into Action

Reality CheckKnowing – Doing

1 -10

Organization Effectiveness Audit

Page 2Be “Brutally Honest”

Scale of 1 – 10

2

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

TolerateNothingLess

From: Practice What You Preach by Maister

Global study:16 countries529 companies15,589 respondents

WS Page 3

Key attributes of winning cultures

• High aspirations and a desire to win

• Extreme customer focus

• A “think like owners” attitude

• Bias to action

• Individuals who team

• Passion and energy

Bain & Company

1 - 10

4

What do engaged employees look like? Page 6

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

4

VOC

How Many of these do you employ?

5

5

VOC workshop page 5

5

Moments Of Truth

5

MOT Practice Round

Dry CleanerHair SalonTailorPlumber

Workshop Page 5

You MUST have a Referral PROCESS

Identify Ideal

Customer

ReferIdeal

Customer

From John Jantsch: The Referral Engine Workshop Page 6

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

WS Page 7

Web of Value: VOC + MOT + WOM

Final workshop page 8

THANK YOU VERY Much!!!!

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

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 and a BIGGER workbook have already been uploaded to:

www.slideshare.net/johnspence