housemark business insight visit to bromford june 2015

Business insight study visitBromford - innovation in action

Welcome

2 June 2015

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share #HMinsight

Welcome!

Why are we (still) here?

John WadeRuss FowlerCarole Clark

10

12

Creating homes and supporting communities where people really want to stay

Our Mission

13

Creating homes and supporting communities where people really want to stay

Our MissionCreating warehouses for dependent people and helping them to stay dependent.

By helping them unlock

their potential

Inspiring people to be the best they can be…

Photo by VCU Libraries - Creative Commons Attribution-NonCommercial-ShareAlike License http://www.flickr.com/photos/26324140@N02 Created with Haiku Deck

Break

It’s not about where you’ve come from

Nick CumminsDamian Carter

Life was simpler…

The relationship is the Deal

every contact every conversation every touch point

What customers are telling us about the Deal

An opportunity to create a new home whilst having the support and chance of self improvement

through the Bromford Deal.

To be enrolled in university or college furthering my education to

create better prospects for my family

JadeThe Deal is a great opportunity

for tenants to achieve their goals in life. Tenants get the support they

need e.g. to pursue their studies

I would like to have training level 3 in health and social care and then progress my studies

at University to obtain a degree in nursing

Amanda

I am working at the moment, but in my spare time I would like to help others in need, help out at play groups, checking on neighbours,

take part in helping with events in the Village Hall, this would be very rewarding to be part

of the Bromford Deal

My youngest daughter is 12 and is on the right road to achieve her goals, so now it is

my time, I would like to check out my options at work to go further with the company. I

love helping others out so would like to take part in whatever I can, making sure my family

are always ok.

Karen

Customer Segmentation

questioning +deep mining

can get to the heart of the matter and is not satisfied with the easy option

common sense +doing the right thing

not guided by processes but by key principles

coaching gets customers to come up with their own solutions and always has adult to adult conversations

Colleague skills

Service Strands

We live in a place we’re happy to call home & that is kept in good

working order

We have enough money to pay our bills & do the things we need to do

We are connected to communities & social networks & look out for each

other

We feel content & make an effort to look after our care & well being

Homes Communities

Money Health

Telling Stories

How to Get Better At Failing

Amy MorganTom Hartland

Vicky GreenPaul Taylor

Getting the right people on the bus

Helena Moore

Hard to get in

House trashers - us vs them

Who are “they”?

Remote leaders

“not my customers”

A LITTLE PLAYER WITH A BIG PERSONALITY!!

GSOH and lots to give WLTM like minded people out of my area to chat and share ideas for friendship … and maybe more!

LONELY BEAR

Service Strands

We live in a place we’re happy to call home & that is kept in good

working order

We have enough money to pay our bills & do the things we need to do

We are connected to communities & social networks & look out for each

other

We feel content & make an effort to look after our care & well being

Homes Communities

Money Health

“At the end of the day weoffer exactly the same

service as any other bank.But that gives you anadvantage – you can

differentiate through yourpeople – the way you do things – that's the stuff

customers will remember.The way you do things not

what you do.”

First Direct

WE’RE STILL THINKING OF YOU.

It seems like ages since we last spoke. But don’t worry, the team at Bromford haven’t

forgotten about you. We’ll be back in contact soon

Leadership AcademyThe facts!

• Started October ’06

• 5 phases and 300 people

• 138 post grads

• 72 colleagues on Leadership Lite

• 2014 – 83 colleagues on Essential Leadership

ESPERANTO

Would you spend your last £1k on this?

Release your inner accountant

Does it pass the Pickles test?

www.ebi

St*ff

Sati*fied

Dep**tment

Scr*pts

Hous*ing Associ*tion

Ag*nts

Un*t

Ten*nt

He*d office

Visi*n V*lues Missi*n

OUR WORDS

Growyour own

Hello......sorry I cannot deal with your mail immediately.

I am out of the office having the natural blondness restored to my hair

In the mean time please contact Dee Pardoe who will be happy to help!

Thanks, Tracy

#riots

The super Super! #riots

Step right up for the latest road show!

The VVM sweats

The VVM cynicism

VVM blindness

2020

Valued for wisdomRewarded for loyalty and experienceNeeds clarity of roleWants authority

Rewarded for long hoursWork/life balanceValue social responsibilityWants personal development

Work / life balanceLikes flat structure and matricesFlexibility and collaborationLoyal to people not organisations

EmpowermentCollaborationFunOwn their personal developmentWork /life blurredMultiple employersOwn business

Remote work optionsContinual feedbackRapid progressionFlexibilitySocial media networksInstant accessInstant answersHierarchy = red tape

Veterans / traditionalists

Baby boomers Gen X Gen Y / millennials

Gen Z / digital natives

70-80+ 50 – late 60s Late 30s – late 40s 20 – early 30s Born now – late teens

offices? really?! let’s talk space options….

New ways of working – portfolio lives

world of freelancers

part time: the jobs of choice

John Smithjob titlejob profile

total transparency?

“Technology is the campfire around which we all tell our stories” Laurie Anderson

“If we are all naked we better look good” Dr Mo Ibrahim Celtel International

“Wealth is the possession of whatever gives us happiness, contentment or a sense of one's significance in the scheme of things."

Ernest W. Watson

CSR vs conscious capitalism

Independent of corporate purpose and culture vs incorporated into

higher purpose

Ethical burden vs reconciles caring and profitability

Assumes all good deeds desirable vs good deeds advance core

purpose and create value

Changing the way people learn

Changing value of skills and traits

Physical Attributes

before c20th

recruitment methods are changing

Intelligence andIQ tests

1900 - 1972

CompetenceSkills matrix

1973 - 2010

Potential

2010 -

HBR June 2014

potential is ……

the right motivation curiosity engagement determination insight

The capacity to transform and align an organisationaround a new goal.

senior leadership abilities…

Collaboration and influence

An ability to work effectively

with peers and partners,

including those not in the

line of command

Organisational development

A drive to improve by finding

the top talent who have the

potential to shape the organisation

Team leadership

Success in focussing, aligning, and building effective groups

Change leadership

The capacity to transform and align an organisation around a new goal

Associative thinker

Connects ideas and facts from experiences & applies across domains

Collaborator

Joins people up with diverse knowledge to solve problems.

Learns from others & integrates their ideas

Communicator

Explains ideas effectively through multiple mediums

Knowledgeable

Possesses expertise that is both broad and

deep. Is an independent learner

Persistent

Continues beyond the usual or

expected effort

Source Forbes Dec 2014 - NSF research - Ready For The Internet of Things? 5 Skills You'll Need

Developing leadership capability

leaders as life coach

BROMFORD=

BELIEVING IN PEOPL

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“ “