1. AchievingBusinessExcellenceUnderstanding the Patternof Business Success

2. This is a very special workshop I have a ton to cover and I will go pretty fast. 90% is in the book. Please take notes and ask questions. I am happy to answer any of your questions, offeradvice and recommend books at any time. Work very hard take this VERY seriously.The slides are already posted at:www.SlideShare.net/johnspence 3. What does this mean to me?How can I use this idea?What can I do right away? 4. Reality CheckKnowing Doing1 -10 5. 2The Four Ps 6. (T + C + ECF) x DE = Success2 7. The Four Is Ignorance Inflexibility Indifference InconsistencyPage 3 8. How to avoid the Four Is 1-10 Aggressive external market focus. Aggressive customer focus. Keep the Main Things the main things. Bullish on knowledge sharing and learning. Teamwork is mandatory not optional. Passion and commitment at all levels. Foster a healthy paranoia. Revel in change. 3 9. The rate of internalinnovation mustexceed the rate ofexternal innovationII > EI 10. The Key To Success in the New NormalNimbleosityNim-bo-licous 11. To get the most from our sessiontogetherIt is absolutely critical that you bebrutally honest with yourself today.4So let's get started witha little self-test page 4 12. 1,300,000 interviews: Basic 4 + 11-10Wow No Surprises Cheer 5 13. What does it take to be a valued member of a team?Develop and display competence.Follow through on commitments.Deliver required results.Ensure your actions are consistent with your word.Stand behind the team and its people.Be enjoyable to work with.Be passionate about your work and those you serve.Communicate and keep everyone informed.Help the other members of the team.Help members of other teams.Share ideas, information and credit.Hold yourself 100% accountable. 14. D M C C M Direction vivid, clear, inspiring --- sharedeasurements specific, observable, focusedompetence very good at what they doommunication open, honest, courageousutual Accountability all team membersiscipline do this every day5 15. 10 Key Team Competencies:1. Setting clear, specific and measurable goals.2. Making assignments extremely clear and ensuring required competence.3. Establishing accountability for high performance across the entire team.4. Running effective team meetings.5. Building strong levels of trust.6. Establishing open, honest and frank communications.7. Managing conflict effectively.8. Creating mutual respect and collaboration.9. Encouraging risk-taking and innovation.10. Engaging in ongoing team building activities.1 - 106 16. The number one factor in increasingthe level of highly satisfied andengaged CUSTOMERS in yourbusiness isThe level of highly satisfied andengaged EMPLOYEES in yourbusiness. 17. Culture = Cash 18. 18%ActivelyDisengaged52%DisengagedDSDActively disengaged employees cost you$3,400 for every $10,000 of salary.EFE60%80%100%120% +++AD-34% 19. *Companies in the top quartile performanceCompared with companies in the bottom quartile. 20. TEN ELEMENTS OF A WINNING CULTURE1. People enjoy the work they do and the people they work with2. People take pride in the work they do and the company they work for3. There are high levels of engagement, connection, camaraderie and a communityof caring4. There is a culture of fairness, respect, trust, inclusiveness and teamwork5. The leaders walk the talk, live the values and communicate a clear vision andstrategy for growth6. Lots of open, honest, robust and transparent communication across the entireorganization7. The company invests back in employees; there is a commitment to learning,coaching and development8. There is a bias for action, employees have an ownership mentality and alwaysstrive to give their personal best9. There is high accountability and a strong focus on delivering the desired results10. There is ample recognition and rewards and mediocrity is not tolerated71-10 21. 8 22. Twice weekly surveys for five years of 2,000+ seniormanagers and executives at: IBM GE Morgan Stanley Merck 3M Microsoft CIGNA Heineken MasterCard Fidelity Motorola Ikon American Express Progressive Bank of America AT&T SAP Borders 8 23. Keys to effective management Communicate clearly Force the hard decisions Focus on results Remain flexible to change Prove your value to the customer Force collaboration Rigorous but not ruthless1 - 10From: Think Big Act Small by Jennings8 24. ExtremeCustomer Focus 25. Web of Value: VOC + MOT + WOM9 26. VOC9 27. Moments Of Truth9 28. VOC + MOTWorkshop:Page 9 29. 78.9%23.4% 30. 43% - 74% of purchasing decisions = WOM/T 31. You MUST have a WOM Referral SystemKnow Like Trust Try Buy RepeatIdentifyIdealCustomerReferIdealCustomer 32. WOM workshop pages 10-11 33. The Evergreen Project10 year study of 160 top companies40 distinct industries200 management practicesWinners, climbers, tumblers, losersWinners 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 34. The Four Primary Practices:1. A sharply focused, clearly communicated andwell-understood strategy for growth.2. Flawless operational execution thatconsistently delivers the value proposition.3. A performance-oriented culture that does nottolerate mediocrity.4. A fast, flexible, flat organization that reducesbureaucracy and simplifies work.12 35. The SecondaryManagement Practices: Talent = find and keep the best people. Key leaders show commitment andenthusiasm for the business. Embrace strategic innovation. Master the power of partnerships.Score yourself on the 110 scale for all eight practices on page 12 36. Key Drivers of BusinessSuccessFinancialPerformanceQuality P&S&Customer RelationshipEmployeeSatisfactionEmpowerment High StandardsLong-termOrientationEnthusiasm,Commitment,RespectTraining &DevelopmentFairCompensationCR=104.12CR= .404CR=.334CR=.277CR=.275CR=.249CR=.280CoachingCR=.285 CR=.371 CR=.365 CR=.191 CR=.247NITBWorkshopPage 13TolerateNothingLessGlobal study:16 countries29 companies139 offices5,589 respondents 37. What Inhibits Execution?National Survey of 4,000 Senior Executives4. Inability to work together (21%)3. Company culture (23%)2. Economic climate (29%)1. Holding onto the past /unwillingness to CHANGE (35%) 38. In other words In order to succeed youneed a high-performanceteam that embraces astrong culture ofdisciplined execution andaccountability while beingnimble, agile and adaptableto changes in themarketplace. 39. Disciplined Execution Clear VisionDetailed StrategyGuiding CoalitionAlignmentSystemsCommunicationSupportAdjustReward / Punish141 - 10 40. The five keys to accountability1. 100% Clarity + Appropriate Authority2. 100% Agreement3. Track & Post4. Coach, Mentor, Train and Support5. Reward Success / Punish Failure 15 41. Individual Workshop Go back and look at all of your audits. Where were your low scores, where were your highscores what is the pattern? Look over your notes what were the key themes?What are the most important ideas? Answers all the questions on pages 16 - 19 Put in as much detail as possible. Be very honest with yourself. Think in terms of Actions and Outcomes. 42. Small Group Workshop In your teams, share what you wrote onpages 16 19. Make sure that each person takes time toexplain their findings and recommendations. Then, combine all of your answers in orderto create a group answers to the question onpage 21 - 22 43. If you have any questions at all please do not hesitate to send a note or call.My email address is: john@johnspence.comMy twitter address is: @awesomelysimplePlease connect with me on LinkedIn and Face BookAlso, you might find value in the ideas I share in my blog. You can sign up for it at:www.blog.johnspence.comLastly, these slides have already been uploaded to:www.slideshare.net/johnspenceAll of this info is on page 26