Post on 26-Jan-2017
Human Resources Driving the Business
of Business
What drives success in any organization?
What drives success in any organization?
CORE MISSION/CHALLENGE
Your Organizationto be:
• #1 in its market sector• The Brand of Choice
• Making customers more effective
The dilemma of many masters
COMPETITORS
How do you make me better?
How do we ensure the playing field is fair?
COMMUNITY
What's the positive impact you have?
What legacy are you leaving?
SHAREHOLDERS
How do you make me money?
Am I proud to own your stock?
EMPLOYEES
Do you provide me with meaningful work?
Am I proud to work for you?
CUSTOMERS
Why do I buy from you?
How do you make me better?
VENDORS
Why do I supply to you?
How do we partner together?
v
Many Measures – Sometimes Working Against Each Other
Sales
Customer Service
Operations
Marketing
Information Technology
Culture of Performance
HR
Sales• Return
Customers• Services
Utilized
Marketing
Operations• Production
Efficiency• Safety
Compliance• Audit
Findings
Information Technology• Data
Security• System
UptimeHR is the nexus of everything people related
HR is Vital
HR
Sales
Marketing
Operations
Compliance
Information
Technology
How does HR drive business results?
≫ Increasing market share
≫ Growing customer base
≫ Innovating new products
≫ Driving sales
≫ Becoming more agile for change
≫ Link People Programs to business goals
≫ Grow skills in key areas
≫ Develop Line of Sight Mentality
Link People Programs to Business Goals
The senior HR executive [needs to be] a business person first and an HR leader second. They need to decipher and deliver.” - Claude Balthazard and Susan Robinson
Link People Programs to Business Goals
Suggestions/Recommendations to Combat Issue
Ask tellers to uncover process and product issues
Leverage highly engaged teller teams
Develop “Pride in XYZ Bank” program
Leverage current teller manager training to focus
on talent usage
Review Results of Study – Focus on GoalsOverall scores of tellers indicates lack of
recognition, little manager development, and unclear role progression
Low alignment between macro and micro culture leading, driving lower “sales”, etc.
Low scores on “usage of talents” indicates employees’ lack of clarity regarding how they
can impact the loss of customers
Uncover Business & Organizational Goals
Reduce teller attrition by X% Increase total number of new accounts by X%
Decrease savings account customer attrition by X%
Leverage the HR skills of the future
≫ Business Expertise – CEO’s overwhelmingly expect that senior HR executives will couple their technical HR and people skills with a much deeper understanding of the real business issues. - Balthazard & Robinson
≫ Agility/Change agent - HR will reshape itself so that the function becomes the critical driver of agility. - Accenture
≫ Organizational Engineers/Architects – “HR needs to become the architects of great structures which can go loose to tight when the situation needs it and build for agility and invention — not rigidity and compliance.” Perry Timms
≫ Culture management – “Steering the culture towards performance, success, fulfillment”
≫ Data whisperer- “lead the organization in asking good questions by developing the art of the question in the way they approach data and encourage others to approach data” – Workforce.com
≫ Inclusion professional – Enabling diversity of thought and showcasing how not only can that be done but drives business results
≫ Marketer – “HR to think like marketers will expand beyond recruiting” – Buck Consultants
What is Line of Sight?
The “straight line” that every employee has to gaining and retaining customers
This has also been used to refer to employee connection to the business, but ultimately this means connecting employees with customers
1. Learn and explain the purpose of each project/task in terms of the customer
2. Understand the link between you and the customer
3. Encourage employees to talk about their impact on the customer
Line of Sight Path
Helping Employees See Their Effect: Learn & explain the purpose of each project/task in terms of the customer
Ensures efficient
production and product
quality
A great product without
defects gets to customer in stock and on
time
Increases positive brand
perception to benefit
employee and
customer
Increases positive brand
perception to benefit
employee and
customer
Relieves cash-flow pressure to allow more resources for
employees and customer
relationships
Accurate billing and accounting
saves company
money and resources
Line of Sight ExamplesFactory Worker
Accountant
Satisfied Customer
Satisfied Customer
Understanding the clear link between you and the customer
≫ Teach managers to talk about (and show it)
≫ Develop pride in the organization
Encourage employees to talk about their impact on customers
Storytelling
≫ Tell a story≫ Relate a customer interaction≫ How did it make a difference to the customer?≫ How did that make a difference to the organization?
≫ Create a story≫ Imagine a happy customer
≫ Why are they excited to be doing business with your organization?
≫ What was your role in making that happen?≫ What actions did you take to improve their experience?
The Proof is in the numbers
For the six years preceding July 2010, Campbell's cumulative total shareholder return was 64 percent, nearly five times the 13 percent return of the S&P 500.