Winning Culture UF Innovation Hub
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Transcript of Winning Culture UF Innovation Hub
Building and Sustaining a Winning Culture
Why should I listen to you?
100+ a year since 1989
300+ in 19 years
90+ since 1994
“Simplicity is the ultimate sophistication” Leonardo da Vinci
Business Acumen
Organizational Culture…
• The values and behaviors that contribute to the unique social and psychological environment of an organization.
Patrick Lencioni“Once organizational health
(culture) is properly understood and placed in the right context, it will surpass all other disciplines in
business as the greatest opportunity for improvement and competitive advantage. Really!”
The level of highly satisfied and engaged
EMPLOYEES in your business.
The number one factor in increasing the level of highly satisfied and engaged
CUSTOMERS in your business is…
What do engaged employees look like?
1. They give more discretionary effort.2. They consistently exceed expectations.3. They take more responsibility and initiative.4. They receive better customer service ratings.5. They offer more ideas for improvement.6. They promote and model teamwork.7. They volunteer more for extra assignments.8. They anticipate and adapt better to change.9. They persist at difficult work over time.10. They speak well of the organization.
1 - 10
Customer satisfaction drives customer loyalty… and customer loyalty drives profitability
A 5% increase in loyalty among your best customers…
Can produce a profit increase of…
25% – 85%
100%
90
80
70
60
50
40
30
20
Extremely Dissatisfied
SomewhatDissatisfie
d
SlightlyDissatisfie
dSatisfied
Very Satisfied
Zone of Defection
Zone of Indifference
Zone of Affection
Loyalt
y
Customer Satisfaction
Terrorist
Evangelist
I hate you
I don’t care about you
I love you
Actively disengaged employees can reduce total revenues by
up to 22% while highly satisfied and engaged employees
can drive profits up by as much as a 189%
Culture = Cash
Key attributes of winning cultures
• High aspirations and a desire to win
• Extreme customer focus
• A “think like owners” attitude
• Bias to action
• Individuals who team
• Passion and energy
Bain & Company
1 - 105
From the Employee’s Perspective:
Positive Culture
Fun
Family
Friends
Fair
FreedomPride
Praise
Meaning
Results
5
1 - 10
Focus me
Know me
Care about me
Hear me
Help me feel proud
Equip me
Help me see my value
Help me grow
What do employees want? S B A
Business Side• Integrity• Innovation• Accountability• Execution• Urgency• Customer Focus• Ownership Mentality
Ideas to ACTION
10 – 15 %
Vision+
Values
Strategy
Commitment
Alignment
Systems Communication
Support
Adjust /Innovate
Reward /Punish
Where are we going + how will we behave on the way?
FocusDifferentiation“No”
Stakeholders + guiding collation
Vision + ValuesStrategyPlansGoals / ObjectivesTactics / Actions
Procedures / ProtocolsRepeatable ProcessClear / consistent / relentless
Training +time / money /
supplies / people
Measure / TrackCommunicate
Transparency Renewal
Praise + Celebration and
Eliminate Mediocrity
9 Steps forEnsuring
Effective Execution
Obstacles to Execution
1. There is a real void of clear, direct and understandable communication. This results in people doing what they want to do, not what they need to do and breeds a climate of not caring about the customers/clients or their colleagues.
Poor Communication
2. Dysfunctional behavior is accepted or ignored and worse yet, colleagues, management reward it.
Poor Behavior
3. There is no definition of what is acceptable and what is unacceptable.
Lack of Clarity
4. Management does not promote and confirm that accountability is a key principle within their company.
Lack of Accountability
5. Good people may leave because of frustration that their employer is ignoring the issue and is not proactive in seeking and implementing a solution to change the environment.
Loss of Talent
6. Employees will believe that if their managers do not show that accountability is important, then employees will know that they can get away with unacceptable behaviors.
Lack of Leadership
To create a highly accountable culture…
• Communicate clearly and relentlessly.• Set agreed-upon and highly specific metrics.• Focus on results – not personalities.• Force collaboration – teamwork is mandatory
not optional.• Question all activities that don’t contribute to
the company’s overall strategic goals.• Make sure that everyone in the organization –
from top to bottom – focuses on accountability.
• Solid strategy is essential to business success.
• However, good strategic principles mean nothing if you don’t implement them.
• Thorough preparation is essential to execution.
• Simplicity is the foundation of execution. Thus you should focus your business on a few simple ideas.
• Align all activity with your core business goals. Eliminate everything else.
• People drive execution. Hire, train, retain and motivate the best.
• The business landscape is always changing, so to succeed you must be flexible.
• Craft a simple message, and make sure everyone in the organization gets it – but also listen to everyone, so you know what’s going on.
• Being good isn’t enough. Build “towering strengths.”
Sun Tzu on Business Execution
Accountability
• 100% Clarity
• Agreement
• Tracking
• Coaching
• Reward / Punishment
Clear Direction
No
Yes
Explain the Task
Agreement
Gain Agreement
Skills
Yes
No
Training
Resources
Yes
No
Get them theResources
Authority
Yes
No
Empower Them
Motivated
Yes
No
Coach Them
PerformanceImprovement
Yes
No
Clarity
The Four Pieces of Paper…
Agreement
Drone Scapegoat
OwnershipMentality
LooseCannon
HIGH
LOW
LOW HIGH
Auth
ority
Accountability
Empowerment
Keep a Compelling Scoreboard• It has to be simple• It has to be visible to the team• The has to show all key metrics
• It has to tell you immediately if you are winning or losing!!
Tracking
MPS Margin Per Sale
Talent
Customer Service
Customer Retention
Create a “Dashboard” of all key measures
Coaching
Situational Leadership
Teacher Coach
Director Cheerleader
FLEX
LOW
LOW
HIGH
HIGH
Moti
vatio
n
Skill
Workshop• Outline the core elements of the kind of
culture you want in your company.
• Your organizational culture may or may not be perfect now… but if it were, what would it look like, how would people treat each other, what values would drive your business?
Final Workshop• In teams… discuss and create a
document that outlines what you feel the culture should be here at the Innovation Hub?