Microsoft PowerPoint - 1_Tuesday_RonKaufman_SuperiorServiceCulture_Final.ppt

Up Your Service

How Do Your Teams Measure Up?Martin Kirby Head of Credit and Risk

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adeccogroupuk.co.uk

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Adecco Group

31,000 employees

5,500 offices

More than 60 countries

Based in Zurich - listed on the Swiss Exchange and Euronext in France

Connects around 600,000 candidates with 100,000 clients every day

Adecco UK & Ireland is a 1.7bn revenue subsidiary of Adecco Group

Adecco UK & IrelandAdecco Group

Key messages: Who Adecco are size and global reach UK & Ireland is subsidiary of Adecco Group, based in Zurich Introduction to the brands in the UK i.e. The different internal customers the SSC serve Overview of the services Adecco UK & Ireland provide Professional Staffing, General Staffing and Recruitment OutsourcingOverview of Adecco UK & Irelands SSC(s) location and services e.g. Billing, credit etc.3

2010 Acquisitions

ChallengesSlide 4The UK has grown through a series of acquisitions that have posed a number of challenges, particularly within the Credit Teams

Growth through acquisition Walk through of the integration systems, teams, locations etc. Challenges of the integration itself Challenges post-integration brought to life through examples

Borehamwood, BBP and BudapestNo of FTE? no of apps/interfaces?

firefighting, senior managers and SSC director in amongst team taking calls, raising invoices, processing candidate timesheets, dealing with escalations

New system, new teams, skill level

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Where did we start ?adeccogroupuk.co.ukGenuine desire to create a special place to work

Empowered

Successful

Respected

Proud

adeccogroupuk.co.uk

Where did we start ?adeccogroupuk.co.ukGenuine desire to create a special place to workNeed to deliver greater results

Aim higherWhat can we achieveWhat can we giveWhat we should expectadeccogroupuk.co.ukAim higher

Where did we start ?adeccogroupuk.co.ukGenuine desire to create a special place to workNeed to deliver greater resultsGPTW feedback

GPTW bottom 20 responsesadeccogroupuk.co.uk

Where did we start ?adeccogroupuk.co.ukTalent AgendaGenuine desire to create a special place to workNeed to deliver greater resultsGPTW feedback

Vision & Strategy

Objectives & PlanTalent / High Performing TeamsMany low performing teams think that they are high performing. All high performing teams never think that they are good enoughDevelop all your staff, not just your top performersNever doubt that a small committed team can change the world. Indeed it is the only thing that ever hasHow do we Aim Higher?

adeccogroupuk.co.uk

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Where did we start ?adeccogroupuk.co.ukTalent AgendaGenuine desire to create a special place to workNeed to deliver greater resultsGPTW feedbackDepartment Goals and Vision

Our Vision, Principles and Departmental GoalsOur VisionEach department has developed an aspirational vision for their function, focused on adding value to the Group. In each case this has been done with the colleagues of that function

Compliance & Control

Customer Service

Functional Value add 1

People / High Performing team

Functional Value add 2

Budget & EfficiencyOur PrinciplesThe colleagues have looked at the principles that underpin that vision and by which they want to be recognised.

All goals are underpinned by specific targets that are measurable Goals common across all departmentsDepartment specific goalsadeccogroupuk.co.uk

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High Performing Team?Share a common objectiveClear communicationsTrain, review, train, reviewBuild trust in each otherHonest FeedbackListen and actStrong leadership

adeccogroupuk.co.uk

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Where did we start ?adeccogroupuk.co.ukTalent AgendaGenuine desire to create a special place to workNeed to deliver greater resultsGPTW feedbackDepartment Goals and VisionAgenda to promote a consistent & honest dialogue

adeccogroupuk.co.uk

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What was the Objectives We Setadeccogroupuk.co.uk123Understand what Up your service means for us.Identify where Adecco is and what this means for all stakeholders

Deliverhow we can move to the next level

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Why is customer service important? Sense of purpose

Right behavior = motivating people to achieve a shared goal

Customer service is a differentiator

A Superior Service Culture = Sustainable Competitive Advantage

adeccogroupuk.co.uk

Would you remember this guy?

adeccogroupuk.co.uk

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Ron KaufmanAuthorSpeakerConsultantMaster TrainerCurriculum Developer

and passionate about Uplifting Service Cultureadeccogroupuk.co.uk

Step UP to a higher level of services!

adeccogroupuk.co.uk

Step UP to a higher level of services!

adeccogroupuk.co.uk

Step UP to a higher level of services!

adeccogroupuk.co.uk

Step UP to a higher level of services!

adeccogroupuk.co.uk

Step UP to a higher level of services!

adeccogroupuk.co.uk

Step UP to a higher level of services!

adeccogroupuk.co.uk

Step UP to a higher level of services!

adeccogroupuk.co.uk

How bad can customer service get?

adeccogroupuk.co.uk

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What did you notice?

How did the customers feel?

Anything Like this in Your Teams?

Do you remember criminal behaviour more than basic?

adeccogroupuk.co.uk

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Step UP to a higher level of services!

What action can YOU take to Step UP?adeccogroupuk.co.uk

Excellence is a moving target.Excellence is taking the next step UP!adeccogroupuk.co.uk

adeccogroupuk.co.uk

Every Perception Point Counts!

adeccogroupuk.co.uk

Perception Points: Face to Face

adeccogroupuk.co.uk

Perception Points: Over the phoneadeccogroupuk.co.uk

Happy people sell

adeccogroupuk.co.uk

Perception Points: In writing

adeccogroupuk.co.uk

adeccogroupuk.co.uk

On the phoneEmail confirmationTimelinessThe receptionGreetingName cardsAgenda for the meetingAppearance and posturePresentationsFollow upClosing the meetingTake your timeContent of meetingCommunication skills

Perception PointsApply this to your job.Identify one point where you can Step UP!adeccogroupuk.co.uk

Action steps that can create more VALUE.But different customers value different things.adeccogroupuk.co.uk

Four Different Categories of Value

adeccogroupuk.co.uk

adeccogroupuk.co.ukVoice of the customerThe legal team communicates in a manner that seems to want to stop agreements with clients being reached, they seem to proactively look at contracts and look at how why we won't agree to them. They rarely explain when their comments on clients contracts areDefinately seen and felt an improvement, but still a way to go with internal comms and client relationsI think the PMO makes us approach projects more professionally and more joined up as a businessSign offs for replacement staff take too long meaning candidates are lostI don't think they are even nearly in the place where they can help us define our brand values or help us communicate these to the market.Always available to support my brand with the information and where issues arise, always on hand to assist in resolution and suggestions to mitigate future issues arising.Superb Marketing Partner for my brand - positive, proactive, wants to know the business and make a difference.Communication and planning could still be improved.Whilst the legal team continue to struggle with team size and bandwidth, they have a strong graasp of the world of Managed Services (particularly Meera, Kash, Neelam and Amr) and always go the extra mile to meet deadlines and support business challenges. Where they have the bandwidth (which is sadly rare) they are proactive with contract renewals and improvements to our engagement models.Very proactive which has seen a marked decline in our outstanding debt profile over the past 12-18months....excellent work.

High Performing Team Customer ServiceIts all within our control to make the difference!adeccogroupuk.co.uk