Exploring Best Practices in Service Leadership DevelopmentExploring Best Practices in Service...

Exploring Best Practices in Service

Leadership Development

Andy OrtegaDirector, Global Field Service

Pacific [email protected]; +1-858-729-4579

Thursday, January 26, 12

mailto:[email protected]



Agenda

1. My Leadership Hx.2. Leadership Traits3. Leading the Team

4. Developing Team MembersThursday, January 26, 12

1. My Leadership Hx.




•US Navy NCO•Pediatric Clinic Mgr.•Field Service Supervisor•Field Service Manager• New Product Introductions•Global Service Mgr.•Director Global Field Service•Executive M.B.A. (4/2012)



2. Leadership Traits



2. Leadership Traits

Are Leaders Born or Made?

• Studies show that leadership is 1/3 genetics and 2/3 made*

• Education and training are key to becoming effective leaders



Management vs. Leadership

Management: is about maintaining stability in complex situations

• Setting targets and goals

• Allocating resources to meet goals

• Problem solving to remove chaos

• Managing multiple objectives


Management vs. Leadership

Management: is about maintaining stability in complex situations

• Setting targets and goals

• Allocating resources to meet goals

• Problem solving to remove chaos

• Managing multiple objectives

Leadership: is about coping with and driving change within the organization and team

• Setting the vision for the future

• Creating the strategies for achieving the vision

• Motivating people to achieve the vision

• Building trust with the team



Leadership Traits

Know thyself - Developing Self Awareness

Building Trust


Leadership Traits


This above all: to thine own self be true,And it must follow, as the night the day, Thou canst not then be false to any man.

- -William Shakespeare

Leadership Traits



Leadership Traits

Know thyself - Developing Self Awareness

• Values - integrity, compassion, tolerance ...

• Ethics - believe in doing the right thing

• Know your dark side - “our third eye”



Leadership Traits“Self awareness is a hallmark of effective managers. They know their styles, strengths, and weaknesses influence their ability to achieve their goals. Furthermore, they understand how they are perceived by others and how these perceptions affect their ability to gain support. And they have a special combination of self-confidence, humility, and adaptability.”

- -Paula J. Caproni



Leadership Traits

Building Trust - Two types of manager-employee relationships:

• Compliance - I will do what you say because you’re my boss

• Trust - I will do what you say because I trust it’s in everyone’s best interest



Leadership TraitsTactics I use for Building Trust:

• Weekly 1:1 meeting with my staff

• Bi-monthly Skip-level meetings with engineers

• Quarterly ride-alongs with managers and engineers

• All communications are bi-lateral


Leadership Traits


Leadership TraitsHow I’ve improved my leadership skills:

• Work with 3rd party Personal Professional Development company

• College courses in Organizational Behavior

• Hire a professional coach


Leadership Traits


Leadership Traits

How to improve your leadership skills:

• Leadership and Communications Assessments

• Myers-Brigs Type Indicator

• DiSC - (Dominance, Influence, Steadiness, Conscientious)

• Thomas-Kilmann Conflict Mode Instrument



3. Leading a Team



3. Leading a Team“Talent wins games, but

Teamwork and

Intelligence wins

championships”

- -Michael Jordan



Group vs. Team

Group:

A “Group” is an assemblage of persons

gathered or located together. A number of individuals or things considered together

because of similarities


Group vs. Team

Group:

A “Group” is an assemblage of persons

gathered or located together. A number of individuals or things considered together

because of similarities

Team:

A "Team" is any group of people who share common objectives, share many of the same responsibilities, and work towards the

same goals. The team is larger than the sum of ones individual parts


Leading a Team


Leading a Team

How to begin leading a team:

1. Create a Vision - the “Ends”

2. Create a Mission Statement - the “Means”

3. Create Objectives



Create the Vision:

• Should be consistent with company Values & Mission

• Should be inspiring, positive

• Has Long-term focus

• What you aspire to be

Leading a Team



Leading a TeamCreate the Mission:

• Defines who you are, where you are going, and how you will get there

• Moves people in same direction

• Creates competitive advantage



Create Objectives

Leading a Team

S

M

A

R

T

Specific - says what the employee will do

Measurable - Needs to be tracked and reported

Achievable - Proper resources and training

Relevant - In line with Mission

Timely - Has a due date



Leading a Team


Leading a TeamVision - Build and maintain customer loyalty and retention while maximizing system utilization through customer service.


Leading a Team

Mission: To be a world-class resource delivering solutions to Pacific Biosciences’ customers by:

• Providing unparalleled service and support,

• Understanding and anticipating their needs, and • Continuously exceeding their expectations.

Vision - Build and maintain customer loyalty and retention while maximizing system utilization through customer service.



4. Developing Team Members



“There are two things

people want more than

sex and money --

recognition and praise.”

- -Mary Kay Ash



Developing Team Members


Developing Team Members

How to develop team members:

1. Formula for success and results

2. Core Competencies

3. Establish evaluation system



Formula For Success


Formula For Success

Knowledge

Experience

Skills

Ability


Formula For Success

Knowledge

Experience

Skills

Behavior

Ability Team Player


Formula For Success

Knowledge

Experience

Skills

Behavior Results

Ability Team Player Value



Core CompetenciesApplied Learning

Contributing to Team Success Initiative Quality

Building Customer Loyalty Decision Making Innovation Safety

Collaboration EnergyLeveraging Diversity Stress Tolerance

CommunicationEngagement Readiness

Managing Work(Time Mgmt.)

Tech/Professional Knowledge & Skills

Continuous Improvement

Gaining Commitment

Meeting Participation Tenacity


Core CompetenciesContributing to Team Success Quality

Building Customer Loyalty Decision Making








Vision






Vision

Mission






VisionBehavior

Mission

Behavior






VisionBehavior

Mission

Behavior

Ability






VisionBehavior

Mission

Behavior

Ability

Behavior & Ability



Evaluation System


Evaluation System


Evaluation System


Evaluation System



Development Plan



1. My Leadership Hx.2. Leadership Traits3. Leading a Team


Summary


Discussion


Recommended Reading


REFERENCES:*Arvey, R. D., Rotundo, M., Johnson, W., Zhang, Z., & McGue, M. (2006). The determinants of leadership role occupancy: Genetic and personality factors. Leadership Quarterly, 17, 1-20. Arvey, R. D., Zhang, Z., Avolio, B. J., & Kreuger, R.F. (2007). Developmental and genetic determinants of leadership role occupancy among women. Journal of Applied Psychology, 92, 693-706.

Resources for leadership development:

Tabatha OwensLeadership and Development CoachThe Addison Group - Redefining Leadership3692 Azure CircleCarlsbad, CA 92008Contact phone number: 858-717-6565Email: [email protected]

Teri Tompkins, Ph. D.Professor - Pepperdine UniversityP.O. Box 608Claremont, CA 91711Contact phone numbers: [email protected]

GrowthSource-Incorporated11812 Wayzata Blvd. Suite 128Min-netonka, MN [email protected]


http://www.psychologytoday.com/basics/personality

http://www.psychologytoday.com/basics/personality







Thank You


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