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Stephen ParryAuthor of Sense and RespondSenior Partner at Lloyd Parry
[email protected] @leanvoices
All sources, influences, acknowledgements and reading lists can be found our blog at www.leanvoices.com
Three principles: People, People, People.Creating an adaptive, learning organisation.Work Climate Analysis.
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Presentation Abstract
What do work‐climate principles tell us about the way we need to design, build and operate modern businesses?
Can we design organizations that are adaptive, innovative and engaging for employees, managers and leaders alike?
This presentation will demonstrate how a global organisation decided to trust their staff to redesign the work, the senior manager’s job roles, and even the organisational structures. All of which lead to remarkable positive outcomes.
The case study will prove we can design back in the employees’ willing contribution to establish a real human enterprise that is adaptive, innovative and engaging.
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Dr Gary FisherOrganizational Psychology Research
into Service and Work Climates
Now Research Development OfficerUniversity of Warwick
• The research explored how climate perceptions and affective reactions at the organizational, team and individual level influenced service performance via the use of Social Exchange Theory and the concomitant Rule of Reciprocity.
• The data set was gathered via a large scale (127 organizations and over 3000 employees) quantitative survey and was analyzed via Confirmatory Factor Analysis and Structural Equation Modelling.
• The proposed Psychological Process of the Theory to Performance Model outlined in Sense and Respond, was tested via a series of competing nested models.
Respectful
Collaboration
PerformanceManagement
And Measurement
Innovating ideas for customers
Sharing Intelligence with the team
Gathering customer intelligence data
Freedom and decision making
Employee influence on products and services
LeadershipCourage
V{tÄÄxÇz|Çz
How well we respond to customers
Sharing Intelligence Across the function
Sharing Intelligence with top/senior management
Employee influence on other functions
Employee influence on managing practices
Employee influence on end‐to‐end processes
Organisational Understanding
Trustworthiness VâáàÉÅxÜ câÜÑÉáx
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Climetrics® Landscapes (Short Version)
CHARACTER OFFERINGSCUSTOMER EXPERIENCE
EMPLOYEE EXPERTISE
IMPROVEMENT RESPONSIBILITY
MANAGEMENT FOCUS
COMPETITIVE BASIS
LEADERSHIP FOCUS
Customer ValueEnterprise ®
Personalisedindividual,Bespoke.Unique.
Flexible Offerings
Customer experience is personal and unique
Co-Creation of solution design
Expert Broad knowledge to provide integrated solutions
Front-line experimentsand Learning
Creativity, expertise, new products and services.
Customer outcomes.Problem Solving
Trusted advisor and expert
Integration
Business Outcomes
Listen and
adapt
The Bus Low Variety Transactionaland Processed
No customer involvement in solution design
Basic ImprovementBoards
ImprovementSpecialists
SuggestionSchemes
Employee utilisation, cost reduction, work intensification.
Commodity
High Volume
Low Margins
Economies of Scale
Direct and
Control
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AdaptiveClimateAnd
PerformanceCLIMETRICS®
™
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Climate Science: The questions being asked.
Improving
M Employee influence on products and services
N Employee influence on managing practices
O Employee influence on other functions
P Employee influence on end-to-end processes
Leading
I Performance management
J Adaptive leadership
K Responding to customer issues
L Implementing ideas to better serve customers
Engaging
A Freedom and decision making
B Customer facing activity
C Customer intelligence gathering
D Sharing intelligence with the team
Learning
E Organisational understanding
F Sharing intelligence across the function
G Sharing intelligence with other functions
H Sharing intelligence with top/senior management
Weak Standard Excellent
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Weak Standard Excellent
Autonomy
Customer facing activity
Intelligence gathering
Sharing team intelligence
Excellent Standard WeakDirect and Control Work-ClimateEngaging
OrganisationalUnderstanding
Sharing intelligence within the function
Sharing intelligence with other functions
Sharing intelligence with senior managers
Learning
Listen and Adapt Work-Climate
Transformation objective Improvement objective ?
Global ICT and Applications Company B2B: Before and After
Climetrics®Direct and ControlListen and Adapt
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Weak Standard ExcellentPerformanceManagement
Leadershipapproach
Responsiveness to customer issues
Implementingideas to better serve customers
Excellent Standard Weak
Leading
Employee influence on improving service
Employee influence on work practices
Employee influence on other functions
Employee influence on end‐to‐end processes
Improving
Transformation objective
Global ICT and Applications Company B2B: Before and After
Climetrics®
Direct and Control Work-ClimateListen and Adapt Work-Climate
Direct and ControlListen and Adapt
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Representatives from all areas working together.
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Direct and ControlListen and Adapt
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Choice
Freedom
Power
Performance is a matter of people having
which is a matter of
with the Purpose and possibility
Leadership without position
Your organisation is no longer a hindrance to employees, managers and customers.
Creating an Adaptive, Learning, Organisation.
Visualisation and Measurement
Willing contribution
Climate
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to do what matters to serve the customers purpose
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Useful References
Service Climate and Customer Intelligence Workers by Parry and Fisher. Adaptive Enterprise by Stephan Haeckel
Fourth Generation Management by Brian Joiner.Landmark Education and the Landmark Forum www.landmarkworldwide.com
The Human Side of Enterprise by Douglas McGregorLean Solutions by James P. Womack and Daniel T. Jones
Maslow on Management by Abraham H. MaslowPrinciples of Mass and Flow Production by Frank G. Woollard
Systems Thinking: Managing Chaos and Complexity: A Platform for Designing Business Architecture by Jamshid GharajedaghiService Quality by Benjamin Schneider and Susan S. White
Service Climate and Customer Intelligence Workers by Parry and Fisher
Sense and Respond: The Journey to Customer Purposeby Stephen Parry, Susan Barlow, and Mike Faulkner
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About Stephen Parry
Stephen Parry is an international leader and strategist on the design and creation of adaptive enterprises. He has a world‐class reputation for passionate leadership and organisational transformation by changing the way employees, managers and leaders think about their business and their customers.
He is the author of Sense and Respond: The Journey to Customer Purpose, a highly regarded book written as a follow‐up to his award‐winning organisational transformations. His change work was recognised when he received Best Customer Service Strategy at the National Business Awards. The judges declared his strategy had created organisational transformations which demonstrated an entire cultural change around the needs of customers and could, as a result, demonstrate significant business growth, innovation and success.
Stephen believes that organisations must be designed around the needs of customers through the application of employee creativity, innovation and willing contribution. This was recognised when his approach received awards from the European Service Industry for the Best People Development Programme and a personal award for Innovation and Creativity. Stephen has since become a judge at the National Business Awards and the National Customer Experience Awards. He is also a Fellow at the Lean Systems Society.
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TM
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of Service Climate Management Ltd. The information contained herein may be changed without prior notice.
Service Climate Management ® is a registered trade mark of Service Climate Management Ltd.
Customer Value Enterprise ® is a registered trade mark of Service Climate Management Ltd.
Climetrics ® is a registered trade mark of Service Climate Management Ltd.
The Engaging, Learning, Leadings Improvement device is a TM of Service Climate Management.
CORE Demand Profile TM is a trademark of Service Climate Management Ltd.
© 2014 Service Climate Management Ltd. All rights reserved
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