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Transcript of 0 Good morning Team Hereford. By way of introduction, I would like to explain what I would like to...
1
Good morning Team Hereford.
By way of introduction, I would like to explain what I would like to achieve this morning and
offer you my definition of
‘Team.’
Hereford1st April 2014
Charities Hereford
Delivering World Class Service Through the TEAM,
Making the ‘WOW’ Difference
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Let’s start where I assume you are on your journey:
SSSS
CCCC
RRRR
IIII
PPPP
TTTT
haring best practice
ommunicating effectively
ecognising good performance
mproving worklife balance
erformance management
eamwork is the norm
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We now have to write our own balanced report card and move to the next stage
AAAA
CCCC
TTTT
ccept personal responsibility
hallenge old ideas
hink of new ways to deliver ‘WOW’ through• individual players• relationships• teams• performance• innovation
‘‘WOWWOW’’in action!
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‘‘Good ServiceGood Service’’
‘Augmented Service’
Let’s identify and chase down ‘WOW’
‘WOW’
Good customer service which we, or our competitors can deliver to survive in our existing marketplace
More effective ‘WOW’ management by adding costly ‘glitz to the ‘good service’, generally given
‘WOW’ is delivered through our ‘front line’ people whose imagination and commitment to the charity we fire up and support
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‘WOW’ Vision ….
• Your charity work matters
• Dilbert is denied
• We learn something new each day
• We revel in the excitement of changing times
• We can bragbrag about what we do
ImagineImagine
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‘WOW’ Performance contrasts
WASWASWASWAS ISISISIS
Entrenched
A job
Putting in time
A bureaucratic task
Faceless
Another day’s work
Largely invisible
“Acceptable work”
Content employees
Risk averse
Boss-driven (suck-up town)
Reaching out
A performance
Putting on the Ritz
A signature opportunity
Full of character
A product of huge investment
Immediately transparent
Mastery of craft
Energised employees
Adventuresome
Project-driven (teamwork city)
Every idea must Every idea must become a become a
‘‘WOWWOW’’ideaidea
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‘WOW’ Ideas are ….
• Ideas that matter• Ideas that make a difference• Ideas that you can brag about … forever• Ideas that transform the organisation• Ideas that take your breath away• Ideas that make you/me/us/“them” smile• Ideas that highlight the value that you add• ‘WOW’ ideas are NOT HYPE• ‘WOW’ ideas are ABSOLUTELY NECESSARY
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The Customer, whom we allall serve, is the focal point of our ‘WOW’ efforts
Support Services
where ‘WOW’ is nurtured
Front Line ServicesFront Line Serviceswhere where ‘‘WOWWOW’’ must live must live
The The CustomerCustomer who will who will return because of the return because of the
‘‘WOWWOW’’ difference difference
‘‘WOWWOW’’in actionin action
The ‘WOW’ Gearbox
Brainstorm the Brainstorm the subject, subject,
encouraging encouraging openness, openness,
delivering a delivering a ‘‘WOWWOW’’ management plan management plan which challenges which challenges
old methodsold methods
Brainstorm the Brainstorm the subject, subject,
encouraging encouraging openness, openness,
delivering a delivering a ‘‘WOWWOW’’ management plan management plan which challenges which challenges
old methodsold methods
Spread the Spread the culture, culture,
promoting promoting ‘‘WOWOWW’’ at all levels! at all levels!
Spread the Spread the culture, culture,
promoting promoting ‘‘WOWOWW’’ at all levels! at all levels!
Higher gear Higher gear brainstorm, brainstorm, recognising recognising
‘‘WOWWOW’’ as the new as the new standardstandard
Higher gear Higher gear brainstorm, brainstorm, recognising recognising
‘‘WOWWOW’’ as the new as the new standardstandard
Fire up team Fire up team imaginations and imaginations and
deliver deliver ‘‘WOWWOW’’ with passion and with passion and
convictionconviction
Fire up team Fire up team imaginations and imaginations and
deliver deliver ‘‘WOWWOW’’ with passion and with passion and
convictionconviction
Walk the floor Walk the floor maintaining maintaining ‘‘WOWWOW’’ by by
example, not by example, not by demanddemand
Walk the floor Walk the floor maintaining maintaining ‘‘WOWWOW’’ by by
example, not by example, not by demanddemand
On rare On rare occasions do not occasions do not be afraid to use be afraid to use
reverse if reverse if something will something will
not worknot work
On rare On rare occasions do not occasions do not be afraid to use be afraid to use
reverse if reverse if something will something will
not worknot work
1111
2222
3333
4444 RRRR
5555
A few final A few final thoughtsthoughts
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Badges to wear
CEOCEOofof
Me plcMe plc
I amI amfullyfully
responsibresponsiblele
My ideas My ideas contain the contain the ‘‘WOWWOW’’ DNA DNA
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Some very old advice
Michelangelo got it right when he said:
““The greatest danger for The greatest danger for most of us is not that our most of us is not that our aim is too high and we aim is too high and we
miss it but that it is too low miss it but that it is too low and we achieve itand we achieve it””
““The greatest danger for The greatest danger for most of us is not that our most of us is not that our aim is too high and we aim is too high and we
miss it but that it is too low miss it but that it is too low and we achieve itand we achieve it””
Yes!
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A Chinese proverb, as quoted in ‘The Art of Achievement’ by Tom Morris
“A man without a smiling face should not open a shop” – Nor should he work for a charity or deliver a service!!
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Successful charities have re-engineered their brand to optimise every aspect of customer experience
•Objects
•Performance
•Delivery Channels
•Staff and Volunteers
• Responsibilities and Reputation
•Environments
•Culture
•Communications
•Physical Identity
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