how to build and sustain a culture of excellencervshrm.shrm.org/sites/rvshrm.shrm.org/files/how to...
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How to Build and Sustain
a Culture of Excellence
By
Valerie Oberle
The Oberle Group
www.oberlegroup.com 336.399.6833
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Understanding “The Linkage”
LOYAL, SATISFIEDEMPLOYEES
CULTURE & LEADERSHIP
GREAT CUSTOMEREXPERIENCE
PERCEIVEDVALUE
LOYALTYPROFIT & GROWTH
Adapted from Service Profit Chain Haskett, Sasser, Schlesinger
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Culture is the sum of a
company’s shared values,
beliefs, and norms of
behavior
It’s the wayWe Do Things Around Here
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CULTURE IS
History and Traditions
Measurement and Accountability
Standards and Expectations
Vision, Mission, Values
Systems and Processes
Training and Reinforcement
Celebration and Reward
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What Does a Culture
of Excellence Look
Like?
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Five Keys
for Developing and
Aligning Your Culture
with Your Goals
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Be Clear
About
Goals
and
Strategies
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Establish a Foundation
for Success
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EmployeeExperience
GuestExperience
BusinessPractices
Loyalty Leaders
Our Company Culture
Our Vision / Mission / Values
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Define Your Guest
Experience Strategy
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“Our Guests Will Experience …”
…a sense of arrival
…a welcoming environment
…professional staff
…immediate attention
…unexpected delights
…an invitation to return
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Everything Speaks
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Customer Experience
Building
Customer
Loyalty
Brand Image
Systems & Processes
Personal Interaction
Products &
Services
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Create a Loyalty Mindset
Good Service is expected,
Loyalty is earned with every
interaction
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11%
Source: Strategic Planning Board
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Plan Your People
Practices to Encourage
Growth and Loyalty
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Employee Experience - ENGAGEMENT
Building
Employee
Loyalty
Orientation & Training
Communication & Coaching
Accountability & Recognition
Recruitment & Hiring
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The Case for
Culture Building
Small Company Strong Culture
Explosive Growth
Raise the Bar
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19.8 20.823.2
3843
51
22
32
48
64
75
82
2 3 6 1013 14
0
10
20
30
40
50
60
70
80
90
2011 2012 2013 2014 2015 proj 2016
Five Year History – 2016 Projections
SALES/M STAFF BRANCHES
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Strategies
• Ensure the story of the history is told
• Build on the Core Values
• Be clear about expectations
• Redefine standards
• Improve all processes
• Invest in professional development
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Actions
• Establish the WorkForce Academy
– Create a video of the history and traditions
– Develop a two-day orientation program
– Launch LMS
– Build management development
curriculum
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Define and Expect
Role Model
Leader Behaviors
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Every individual is telling a
story about what he or
she believes.
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Be Passionate
Be Clear
Be Encouraging
Be Trustworthy
and Accountable
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- +Business Results
Beh
av
iors
Leadership Accountability
Matrix
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Leaders will get thebehavior they demonstrateand tolerate
An Oberle Group Philosophy