united way leadership summit
DESCRIPTION
Slide deck from John Spence presentation to non-profit leaders.TRANSCRIPT
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From Mission to Community Vision: Nonprofits Leading the Way
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For the past 22 years…
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In my opinion, if you think you run a charity or a “nonprofit”…
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Good to Great
Running a GREAT Business
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The Pattern of Business Success
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(T + C + ECF) x DE = Success
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Talent
Talent + Culture
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Cecil Van Tuyl
“It is all about people, people, people. You can kid yourself about a lot of things in your business, but at the end of the day it will always come down to people.”
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The level of highly satisfied and engaged EMPLOYEES in your organization.
The number one factor in increasing the level of highly satisfied and engaged DONORS in your organization is…
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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
TolerateNothing
Less
From: Practice What You Preach by Maister
Global study:16 countries529 companies15,589 respondents
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Extreme Customer Focus
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Web of Value: VOC + MOT
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VOC
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VOCSurveys
Focus Groups
Donor Panels
Comment Cards
ComplaintsEmployees
Competition
Website
Social Media
How Many of these do you employ?
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Moments Of Truth
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Moments Of Truth
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The Evergreen Project
10 year study of 160 top companies
40 distinct industries
200 management practices
Winners, climbers, tumblers, losers
Winners had an average Total Return to Shareholders of 945%...
The Losers only averaged a TRS of 62%
From: What (really) Works by Joyce, Nohria, Roberson
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The Four Primary Practices:
1. A sharply focused, clearly communicated and well-understood strategy for growth.
2. Flawless operational execution that consistently delivers the value proposition.
3. A performance-oriented culture that does not tolerate mediocrity.
4. A fast, flexible, flat organization that reduces bureaucracy and simplifies work.
From: What (really) Works by Joyce, Nohria, Roberson
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The Secondary Management Practices:
• Talent = find and keep the best people.• Key leaders show commitment and
enthusiasm for the business.• Embrace strategic innovation.• Master the power of partnerships.
From: What (really) Works by Joyce, Nohria, Roberson
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What Inhibits Execution?National Survey of 4,000 Senior Executives
4. Inability to work together (21%)
3. Company culture (23%)
2. Economic climate (29%)
1. Holding onto the past / unwillingness to CHANGE (35%)
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Non-negotiable Standards + Fanatical Discipline
Very Clear Expectations Specific and Measurable
GoalsNecessary Systems &
SupportRobust CommunicationConsistent Tracking of
PerformanceRegular Performance
ReviewsRefuse to Tolerate
mediocrity
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(T + C + ECF) x DE = Success
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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: @awesomelysimplePlease feel free to “friend” me on FB
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 have already been uploaded to:
www.slideshare.net/johnspence
Thank You