Download - Sail America break out 6.12
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: [email protected]
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