Supporting personalisation

Systems & Culture Phil Roycroft

• Think of a positive personal experience as a

customer? What was it about this experience that

made it so positive?

• Think of a negative personal experience as a

customer? What was it about this experience that

made it so negative?

What is your experience as a

customer?

CUSTOMER

BOSS

TELLS

ASKS

LEADER

Low trust

High trust

Putting the Customer First

Who are your customers?

McGregors X, Y Theory

‘X’

People have an inherent dislike of work;

although they view it as a necessity, they

will avoid it whenever possible. Most

people being lazy and unambitious, prefer

to be directed and avoid responsibility.

McGregors X, Y Theory

‘Y’

Work is as natural as play or rest, that, in

fact, people want to work. People have the

capability to accept - even seek -

responsibility and to apply imagination,

ingenuity, and creativity to organisational

problems.

Falk Corporation - Bereavement

Policy ‘X’

• All employees shall receive time off with pay up to a maximum of three (3) days for work­ing time lost if there is a death in the immediate family.

• These days must be within a seven-calendar-day period, the first day of which would be the initial bereavement day paid. However, one of the days must be the day of the funeral. If the funeral fails on a non scheduled workday (Saturday, Sunday, holiday, during a plant shutdown, or during a period of disability), no loss of pay is involved, there­fore bereavement pay will not be made for such days.

• Pay will be for eight (8) hours at the employee's day rate plus average premium for the three (3) months prior to the month in which the time off occurred.

• A part-time employee's pay will be based on average hours worked in the previous month and will be at the employee's day rate plus average premium.

• An employee's immediate family will be considered ... spouse, child, stepchild, mother, father, sister, brother, stepparents, grandparents, and grandchildren of the employee; son-in-law and daughter-in-law; mother, father, sister, brother, and grandparents of the spouse.

• Payment will be made by the company upon request by the employee to the person­nel department.

• The personnel department may require verification of death and relationship of employee, etc…...

Falk Corporation - Bereavement

Policy ‘Y’

If you require time off due to the death of a

friend or family member, make

arrangements with your supervisor.

The new policy resulted in a 40% drop

in bereavement leave

Adapted from ‘The Leaders Handbook’ by Peter R. Scholtes

Virgin's Richard Branson offers staff

unlimited holiday

Cats or Sheep?

"Organising talented people is akin

to the proverbial herding of cats

- difficult by definition".

Charles Handy

“Idleness, indifference and

irresponsibility are healthy responses

to absurd work”

Frederick Herzberg

P

A

C

A

C

P

Transactional Analysis

Parent

Adult

Child

C

P

How is this acted out at work?

A A

C

What happens when you stay in

‘adult’?

Creating a climate for innovation

These Kinds of

Behaviours

Produce This Kind of

Climate

Which Results in

This Kind of

Response

Controlling

Ordering

Regulating

Judging

Shaming and

Quiet-making

Punishing

DEFENSIVE

Conforming

Resenting

Depending

Hiding & Denying

Apathy & Depression

Anxiety

Listening

Understanding

Trusting

Sharing

Clarifying

Encouraging

ACCEPTING

Experimenting

Creating

Self-exposing/critical

Autonomy, Initiative

Participating

Learning

Towards self-directed teams

Engagement & Productivity

Gallup study found that:

• Lowest 25% engagement scores had 31–51% more employee turn over & 62% more accidents

• Highest 25% engagement scores had 18% higher productivity & 12% higher profitability

• The EPS growth rate of organisations in the top 25% was 2.6 times that of organisations with below average scores

Harter , J.K. et al (2006), Gallup Q12 Meta-Analysis

Gallup Organisation (2006). ‘Engagement predicts earnings per share’.

How to engage ?

• Employees’ most important relationship at work

is with their line manager; people join

organisations, but they leave managers.

• 80% of the variations in engagement levels was

down to the line manager.

MacLeod Review

The Manager The Leader

• Maintains

• Administers

• Focuses on systems

• Controls

• Thinks operationally

• Asks how & when?

• Sees the bottom line

• Is a good soldier

‘Does things right’

• Challenges

• Originates

• Focuses on people

• Inspires

• Thinks strategically

• Asks what & why?

• Sees the horizon

• Follows own beliefs

‘Does the right things’

Manager vs. Leader

How to deliver the culture to best support

personalisation

• Devolve responsibility to ‘front line’ teams

• Ensure that teams receive regular, good quality data from

their ‘customers’ regarding the quality of their service

• Realign and simplify the organisational systems (Quality,

Finance, HR etc.) to ensure that ‘front line’ teams are getting

the information they need to make the right decisions

• Measure the quality of the service delivered to internal

customers, and levels of employee engagement

• Reduce levels of management – increased autonomy

• Ensure buy-in from senior managers

• Promote ‘leadership’ across the organisation

• Get rid of those staff who are actively disengaged!