Creating a winning culture IBM EFCU
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Transcript of Creating a winning culture IBM EFCU
Creating A Winning Culture
A few of my clients:
For the past 23 years…
Reality CheckKnowing – Doing
1 -10
The Pattern of Business Success
(T + C + ECF) x DE = Success
Talent
T = Talent
Here is how I define talent…
• Impeccable Character• Excellent Communicator• Positive Attitude• Competence + Aptitude • Creative /Innovative• Strong Drive = Proactive• Customer Focused• Solid Team Player
Job Description + Character
WHAT WHO
Cecil Van Tuyl
“It is all about people, people, people. You can kid yourself about a lot of things in your business, but at the end of the day it will always come down to people.”
The level of highly satisfied and engaged EMPLOYEES in your organization.
The number one factor in increasing the level of highly satisfied and engaged MEMBERS in your credit union is…
Key Drivers of Member Satisfaction and Loyalty
Financial Performance
Quality P&S&
Member Relationship
EmployeeSatisfaction
Empowerment High Standards
Long-termOrientation
Enthusiasm, Commitment,
Respect
Training &Development
Fair Compensatio
n
CR= 104.12% increase in profits
CR= .404
CR=.334
CR=.277
CR=.275CR=.249
CR=.280 Coaching
CR=.285
CR=.371
CR=.365
CR=.191
CR=.247
TolerateNothing
Less
From: Practice What You Preach by Maister
Global study:16 countries529 companies15,589 respondents
Member satisfaction drives customer loyalty… and member loyalty drives profitability
100%
90
80
70
60
50
40
30
20
Extremely Dissatisfie
d
SomewhatDissatisfie
d
SlightlyDissatisfie
dSatisfied
Very Satisfied
Zone of Defection
Zone of Indifferenc
e
Zone of Affection
Loyalt
y
Member Satisfaction
Terrorist
Evangelist
A 5% increase in loyalty among your best members…
Can produce a profit increase of 25% – 85%
I hate you
I don’t care about you
I love you
Actively disengaged employees can reduce revenues by up to 22%, while highly satisfied and engaged
members can drive profits up by as much as a 189%
Culture = Cash
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!”
HUGE data set…
• 600,000 employees at 500 companies.• 6,800 senior executives.• 900 books and academic articles.• 30 CEOs of Fortune 500.
From: Beyond Performance by Keller and Price
Nine Elements of Organizational Health
From: Beyond Performance by Keller and Price
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 - 10
From the Employee’s Perspective:
Focus me
Know me
Care about me
Hear me
Help me feel proud
Equip me
Help me see my value
Help me grow
Help me see my importance
What do employees want? S B A
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
Steps for Success
1. Ambiguity breeds mediocrity - set very clear expectations for performance.
2. Communicate and coach continuously.3. Use these slides as checklists.4. Celebrate small wins – catch people
doing things right!5. Deal decisively with poor performance..6. Be a living example of what you want
your people to be.
If you have any questions at all please do not hesitate to send a note or call. My email address is: [email protected]
Also, you might find value in the ideas I share in my blog. You can sign up for it at:www.blog.johnspence.com
Thank You