exploring best practices in service leadership developmentexploring best practices in service...

Exploring Best Practices in Service

Leadership Development

Andy OrtegaDirector, Global Field Service

Pacific Biosciencesaortegaeet@gmail.com; +1-858-729-4579

Thursday, January 26, 12

Agenda

1. My Leadership Hx.2. Leadership Traits3. Leading the Team

4. Developing Team MembersThursday, January 26, 12

1. My Leadership Hx.

•US Navy NCO•Pediatric Clinic Mgr.•Field Service Supervisor•Field Service Manager• New Product Introductions•Global Service Mgr.•Director Global Field Service•Executive M.B.A. (4/2012)

2. Leadership Traits

Are Leaders Born or Made?

• Studies show that leadership is 1/3 genetics and 2/3 made*

• Education and training are key to becoming effective leaders

Management vs. Leadership

Management: is about maintaining stability in complex situations

• Setting targets and goals

• Allocating resources to meet goals

• Problem solving to remove chaos

• Managing multiple objectives

Management vs. Leadership

Management: is about maintaining stability in complex situations

• Setting targets and goals

• Allocating resources to meet goals

• Problem solving to remove chaos

• Managing multiple objectives

Leadership: is about coping with and driving change within the organization and team

• Setting the vision for the future

• Creating the strategies for achieving the vision

• Motivating people to achieve the vision

• Building trust with the team

Leadership Traits

Know thyself - Developing Self Awareness

Building Trust

Leadership Traits

This above all: to thine own self be true,And it must follow, as the night the day, Thou canst not then be false to any man.

- -William Shakespeare

Leadership Traits

Know thyself - Developing Self Awareness

• Values - integrity, compassion, tolerance ...

• Ethics - believe in doing the right thing

• Know your dark side - “our third eye”

Leadership Traits“Self awareness is a hallmark of effective managers. They know their styles, strengths, and weaknesses influence their ability to achieve their goals. Furthermore, they understand how they are perceived by others and how these perceptions affect their ability to gain support. And they have a special combination of self-confidence, humility, and adaptability.”

- -Paula J. Caproni

Leadership Traits

Building Trust - Two types of manager-employee relationships:

• Compliance - I will do what you say because you’re my boss

• Trust - I will do what you say because I trust it’s in everyone’s best interest

Leadership TraitsTactics I use for Building Trust:

• Weekly 1:1 meeting with my staff

• Bi-monthly Skip-level meetings with engineers

• Quarterly ride-alongs with managers and engineers

• All communications are bi-lateral

Leadership Traits

Leadership TraitsHow I’ve improved my leadership skills:

• Work with 3rd party Personal Professional Development company

• College courses in Organizational Behavior

• Hire a professional coach

Leadership Traits

How to improve your leadership skills:

• Leadership and Communications Assessments

• Myers-Brigs Type Indicator

• DiSC - (Dominance, Influence, Steadiness, Conscientious)

• Thomas-Kilmann Conflict Mode Instrument

3. Leading a Team

3. Leading a Team“Talent wins games, but

Teamwork and

Intelligence wins

championships”

- -Michael Jordan

Group vs. Team

Group:

A “Group” is an assemblage of persons

gathered or located together. A number of individuals or things considered together

because of similarities

Group vs. Team

Group:

A “Group” is an assemblage of persons

gathered or located together. A number of individuals or things considered together

because of similarities

A "Team" is any group of people who share common objectives, share many of the same responsibilities, and work towards the

same goals. The team is larger than the sum of ones individual parts

Leading a Team

How to begin leading a team:

1. Create a Vision - the “Ends”

2. Create a Mission Statement - the “Means”

3. Create Objectives

Create the Vision:

• Should be consistent with company Values & Mission

• Should be inspiring, positive

• Has Long-term focus

• What you aspire to be

Leading a Team

Leading a TeamCreate the Mission:

• Defines who you are, where you are going, and how you will get there

• Moves people in same direction

• Creates competitive advantage

Create Objectives

Leading a Team

Specific - says what the employee will do

Measurable - Needs to be tracked and reported

Achievable - Proper resources and training

Relevant - In line with Mission

Timely - Has a due date

Leading a Team

Leading a TeamVision - Build and maintain customer loyalty and retention while maximizing system utilization through customer service.

Leading a Team

Mission: To be a world-class resource delivering solutions to Pacific Biosciences’ customers by:

• Providing unparalleled service and support,

• Understanding and anticipating their needs, and • Continuously exceeding their expectations.

Vision - Build and maintain customer loyalty and retention while maximizing system utilization through customer service.

4. Developing Team Members

“There are two things

people want more than

sex and money --

recognition and praise.”

- -Mary Kay Ash

Developing Team Members

How to develop team members:

1. Formula for success and results

2. Core Competencies

3. Establish evaluation system

Formula For Success

Knowledge

Experience

Skills

Ability

Formula For Success

Knowledge

Experience

Skills

Behavior

Ability Team Player

Formula For Success

Knowledge

Experience

Skills

Behavior Results

Ability Team Player Value

Core CompetenciesApplied Learning

Contributing to Team Success Initiative Quality

Building Customer Loyalty Decision Making Innovation Safety

Collaboration EnergyLeveraging Diversity Stress Tolerance

CommunicationEngagement Readiness

Managing Work(Time Mgmt.)

Tech/Professional Knowledge & Skills

Continuous Improvement

Gaining Commitment

Meeting Participation Tenacity

Core CompetenciesContributing to Team Success Quality

Building Customer Loyalty Decision Making

Vision

Mission

VisionBehavior

Mission

Behavior

VisionBehavior

Mission

Behavior

Ability

VisionBehavior

Mission

Behavior

Ability

Behavior & Ability

Evaluation System

Development Plan

1. My Leadership Hx.2. Leadership Traits3. Leading a Team

Summary

Discussion

exploring best practices in service leadership developmentexploring best practices in service...

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