The Big Conversation Your staff are your brand Mike Pounsford.
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The Big Conversation Your staff are your brand Mike Pounsford
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Transcript of The Big Conversation Your staff are your brand Mike Pounsford.
The Big Conversation
Your staff are your brand
Mike Pounsford
The Big Conversation
“I choose to perform”
The Big Conversation
“I choose to perform”
Engaged
HEAD
HEARTHANDS
“I know what I have to do”
“I feel valued”
“I know where we are going”
The Big Conversation
UK Government sponsored Engage for Success movement
Why does it matter?
The Big Conversation
What drives engagement?
Leadership Narrative, purpose, line of sight, tough and tender
Engaging managersClear direction, facilitate and empower, respect, recognition, development
Voice Peoples’ opinions count
IntegritySay and do
Source: MacLeod Review
The Big Conversation
Creating great Customer service by: Becoming top quartile in key indicators Being passionate about understanding our customers needs Treating every customer as an individual Exceeding our customers expectations
Orbit ambition To build brighter futures for people and communities
Orbit objectives
Creating great Places where people
want to live by: Creating places where people want to live Offering a wide range of choice Providing an innovative approach to the development of new neighbourhoods
Being a great Organisation where we: Run things well Provide a great place to work Have sound finances Deliver value for money Live our values Have a strong external reputation
Orbit values: Innovation, Excellence, Partnership, Honesty, Respect
The Big Conversation
The Orbit story
The Big Conversation
Range of generations and inter generation activities
Worklessness agenda
Performance
Clearer about who our customers are
More words
Demonstrate a journey beyond 2013 please
Overall journey good to great
Orbit Homes 2009
More on customers and place
OHoE
Transformation of call centre – external customers – expansions of services
Employer of choice
Going to Orbit!
What are our foundations CPO
Customer scrutiny and local standards
Selling off services and shared services
Happy people/ happy customers
Employee engagement
A transformation old fashioned – too futuristic? Needs some visual to rep this for customers and staff
Customers first treating customers as individuals
Exceeding expectations
Diversity of people (E&D) Young people ethnicity/durability, ect
Sector Leaders
Customer satisfaction
121 communication with Orbit staff
Orbit can point to successes we have made
Customer designing our services
Joint estate inspections
Customers accessing suppliers
Real people into cartoon?
Business growth - shared services -external customers
Engaging with our customers?
IIP
Orbit services fit?
Partnership and support to OUS – this is missing
You Matter – reference for staff
Financial Inclusion Agenda Credit Union addressing fuel poverty
Sustainability – Green agenda
Staff Reps? Great Employer
Home Metaphor
Staff journey and residents
missing history bits SWHA – OHA – OHE - HOEC
Left hand side good place to start right hand side is fragmented with no direction
We are investing X million in communities
We have X extra care services
We have an award winning reward scheme for customers and residents
Too busy
To literal, should be more graphical eg add 3 stars
Where are we going after 2013?
No route map to achieving our tangible great ambitions – all lumped in to one
Doesn’t define this as specifically Orbit
Savings – VFM defined perhaps pound signs?
No outcome defined
Church should perhaps go – don’t reflect other cultures and religions
Residents are at the heart of making decisions – shaping services
Where are the values, priorities and objectives?
Need to be more outwards looking - where are our partners?
This picture is very middle English quaint village – not exactly representative of our communities
Where are the tangibles – customer satisfaction is x%
IIP Accreditation
We are recognised as 3 star organisation
Where are the first choice development partner – eco homes are provided – many customers housed – new homes built.
We deliver top quar5tile performance in key performance areas?
Happy customers - Happy staff
Need to define organisation as great including building with \IIP – top 100 companies
Current picture only shows Orbit in history – where are we in the future?
Group Executive
Group Leadership
Staff workshops
The Big Conversation
Confident advocating purpose
Confident advocating policiesMeasures
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Before After
I understand the business strategy 54 82
I feel that the business has an exciting future
43 68
I see how we need to change the way we work
64 81
I understand our customers’ expectations
79 92
Performance
Impact
Understand how my work contributes
The Big Conversation
Lessons
• “People will support what they help to create” • “People do not resist change, they resist being changed”• Leaders need to be curious about their people• Valuing people means listening to them• Simple tools are powerful• Leaders need to make meaning • Explain the rationale and the benefits of a strong reputation• Aid conversations between leadership, managers and staff• Evaluate and track the impact of change
The Big Conversation
Contact Us
Michael Pounsford
Couravel Limited
Riverside House
River Lawn Road
Tonbridge
Kent, TN9 1EP
T +44 (0) 1732 78 3525
M +44 (0) 7860 196 343
F +44 (0) 0732 363 636
W www.couravel.com
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