realize your big, hairy, audacious goal: a case · realize your big, hairy, audacious goal: a case...
TRANSCRIPT
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Stephen Hennigan CPS Energy Board Trustee and Former Chair
Amelia Badders Manager, Strategic Planning
Linda Dunkel President and CEO
Realize Your Big, Hairy, Audacious Goal: A Case Study in Operationalizing Jim Collins’ Work
About CPS Energy § Over 600,000
customers served.
§ Nearly 4,000 employees.
§ Revenues of $1.47B.
§CPS Energy of San Antonio is one of the nation's largest municipally
owned energy systems.
About Interaction Associates
A leadership development and performance improvement consulting firm focused on collaboration, established 1969. Developing leaders, teams, and process consultants through collaboration within Fortune 500 companies.
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Desired Outcomes
A shared understanding and awareness of… § how CPS Energy operationalized the Collins/Porras BHAG
model, using a collaborative process and the benefits they achieved so that you can use these ideas to inform your own situation
§ how CPS Energy approached metrics for such goal categories as customer satisfaction/loyalty, employee satisfaction/quality of work life, and growth
§ the visual tool used by CPS Energy for depicting how and when individuals, teams and divisions throughout the organization were involved in the collaborative change process
The Journey Begins
Whatever you can do
or dream you can, BEGIN IT.
Boldness has genius, power, and
magic in it.
- Goethe
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The Challenge – Board’s Perspective § CPS Board Agenda and Focus Initiative
§ Massive changes in the electric utilities industry
§ Need to create a more agile organization
§ Creating the filter through which decisions are to be made
§ Core Values and Core Purpose that include employees and broad ownership
§ Come up with a process that would include employees and drive ownership – as much about process as it was about outcome
§ It had to be a collaborative process
§ Engage the company in the conversation – long-term, strategic and goal-oriented
§ Support and empower
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JUPITER Team
§ Founded by CEO, Milton Lee (Sponsor), and coordinated by Amelia Badders
§ Tasked to lead the effort to define the “CPS Vision 2020”
§ 14 members (including sponsors) with 77 Jupiter Team Ambassadors
§ To ensure that all employees have the opportunity to provide input – “It’s a collaborative process!”
§ The Jupiter team developed a process and timeline for involvement and completion (i-map®)
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JUPITER Team – What were the Guidelines?
§ Had to be collaborative
§ Must include and engage employees
§ 18 month timeline/deadline
§ Followed the Collins/Porras model that includes defining core values and mission
§ CEO and Board were not prescriptive – the Team given liberty and support to make it happen
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Project Timeline
3/03
2004 2005
Genesis –Board Agenda and Focus
President Selects and Sponsors
Team Team
Chartered
Phase 1 Core Ideology – Core
Values Approved March 2004
Request CPS Board Approval
2003
Collaborative Planning Process
Design
Phase 2 Envisioned Future
7/03- 8/03
5/03- 6/03
9/03- 10/03 11/03-3/04 4/04-11/04
11/29/04
Consulting, Facilitation of
Board Agenda and
Focus Genesis
IA IA
CPS CPS
Training on Team
Sponsorship for Sr. Mgmt. and Consulting for
Team Selection
Consulting, Coaching Team
through Chartering Process and
Training on “Teams in Action”
Facilitation through Process
Design and i-map
Coaching
IA Design, Facilitation,
Coaching and Consulting of
Jupiter Team and Sponsor
CELEBRATE!!
CELEBRATE!!
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Vision 2020 Model
Core Ideology • Values • Purpose
Envisioned Future • Big Audacious Goal • Vivid Description
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Collaborative Attitude
Collaborative Attitude
Facilitative Behaviors
Facilitative Behaviors
SHARED RESPONSIBILITY
For Success
SHARED RESPONSIBILITY
For Success
Strategic Thinking
Strategic Thinking
The Interaction Method®
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How It Worked
§ The Challenges
§Solutions
§ The Results
§ The Key Learnings
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How It Worked
§ The Challenges §Cynicism
§Logistics – multiple locations, diverse working conditions
§Communication – no one method reached all employees
§Content (Results…can we do it??)
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How It Worked
§Solutions §Define a process
§Team speaks as one voice
§Diverse team that models the culture you want to promote
§Enlist ambassadors
§Face to face meetings
§Believe in the process
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Vision 2020
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How It Worked
§ Ensuring meaningful results §Face to face employee meeting opportunities for every employee
§Opportunity for employees to share concerns (out of scope issues) as well as provide input
§Commitment to capture the voice of the employee
• Results – BHAG, Values and Purpose
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“BHAG”
“CPS VISION 2020 - #1 in Customer Satisfaction and a great
place to work!”
Measurement §Nationally recognized customer satisfaction survey
§Developed internal company-wide survey on living our values
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“BHAG” – Vivid Description
Building on the strong foundation of CPS Energy past and guided by our core values, we will be the standard of excellence in our industry. We will be responsive and friendly
because that inspires loyalty. We will be reliable and safe because that gives peace of
mind. We will be good stewards of our resources because it is the right thing to do.
We will remain financially strong and continue to grow because growth brings opportunity for
our customers, community and employees.
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Values § Customer Commitment – we are committed to meeting
the expectations of our customers – constantly focused on improving customer satisfaction
§ Performance - our performance reflects a commitment to excellence and quality in all that we do
§ Respect – we respect the personal worth and dignity of individuals. Respect is the starting point for building trusting relationships
§ Safety – because we care about people, we emphasize safety in everything that we do
§ Teamwork – we know that to be successful we must work together. As members of successful teams, we enjoy high morale, a greater sense of purpose, and an appreciation for the skills and contributions of others
§ Trust – is the foundation of our ultimate success – without it, almost nothing else matters
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Purpose “Benefiting our community by improving
the quality of life of the people we serve.”
Exercise for you…
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Purpose “Benefiting our community by improving
the quality of life of the people we serve.”
§Benefiting – enhancing the well-being of; having a positive impact on
§Community – people who work and/or live in San Antonio and surrounding areas, including our employees and owners
§Quality of Life – comfort, convenience, security, health, well-being, the environment and economy
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Key Learnings § Level of Organization Support
§ Employee involvement and engagement
§ Supporting process as chartered
§Decision-making dynamics – Jupiter Team vs. Senior Management
§ Board and CEO support of the process
§ Be patient and let it work
§ This is not a process that starts and stops – it is a “forever” commitment
Your Turn: Questions and Answers
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Get to Know the Presenters…
WILL BE A HANDOUT…need photos and bios