A. Dawn Lesh InternationalA. Dawn Lesh International
Taking Support Groups Taking Support Groups from Good to Greatfrom Good to Great
A. Dawn LeshA. Dawn Lesh International
Art & Science of Service ConferenceJune 18, 2009
A. Dawn Lesh InternationalA. Dawn Lesh International
Background and GoalBackground and Goal
My interest in quality and background in research started me on the quest to learn how to make service support groups successful
Goal: To share the secrets of success– Where to start if we want to lead a
turnaround?– How can we become Good, Better and
Great?
A. Dawn Lesh InternationalA. Dawn Lesh International
How Successful Are We?How Successful Are We?
Grade Other GroupsRate You
Your GroupRates You
A to A-
B+ to B-
C+ to C-
Lower
A. Dawn Lesh InternationalA. Dawn Lesh International
What Others SaidWhat Others Said
Grade ClientRatings
Self Ratings
A to A- 30% 14%
B+ to B- 30 52
C+ to C- 30 31
Lower 10 3
A. Dawn Lesh InternationalA. Dawn Lesh International
What Makes Some Groups What Makes Some Groups Good and Others Great?Good and Others Great?
A. Build Strong Structures
B. Influence Business Decisions
C. Provide Good Work
Good Better Great
A. Dawn Lesh InternationalA. Dawn Lesh International
Great Groups Great Groups Do All Three ThingsDo All Three Things
Build Strong Structures
Influence Business Decisions
Provide Good WorkGood
Better
Great
A. Dawn Lesh InternationalA. Dawn Lesh International
About SherryAbout Sherry
This case is about one market research group but it applies to all support groups including quality
After Sherry was hired to improve the department, she began by studying past research and talking to her “clients” to learn
What was important to them?What they thought her group did well?What they thought needed improvement?
A. Dawn Lesh InternationalA. Dawn Lesh International
Provide Good Provide Good WorkWork
A. Do the A. Do the BasicsBasics
FlawlesslyFlawlessly
B. Analyze, Prepare, B. Analyze, Prepare, Implement and Report forImplement and Report for
ActionAction
C. BuildC. BuildStrong ClientStrong ClientRelationshipsRelationships
Good Groups Good Groups Provide Good WorkProvide Good Work
A. Dawn Lesh InternationalA. Dawn Lesh International
Flawless basics are assumed and essential
They matter most if we fail to deliver Dissatisfier
1. Begin by defining the project objectives VERY clearly
Use team or project charters Specify goals, resources, champions,
milestones, desired outcomes
A. Do the Basics A. Do the Basics FlawlesslyFlawlessly
A. Dawn Lesh InternationalA. Dawn Lesh International
2. Use appropriate methodology Clients care less than support groups Probably because it’s seldom a problem
3. Meet or exceed specifications Time and budget Error-free Communicate about changes to plan
A.A.Do the Basics Do the Basics FlawlesslyFlawlessly
A. Dawn Lesh InternationalA. Dawn Lesh International
B. Analyze, Report andB. Analyze, Report andPresent to PersuadePresent to Persuade
1. Analyze Always use data
2. Report Short and sweet - to the point Explains the “why” of the results and
recommendations Good use of graphics and structure
A. Dawn Lesh InternationalA. Dawn Lesh International
3. Present and Persuade Present to suit the clients’ styles Offer recommendations – try then out in advance CEO’s ask us to focus on:
1. What are we really trying to accomplish? (Tie to company goals)
2. Why is this alternative better than others?
(Tie to capabilities)
3. Why will this be cost/resource effective? (Tie to data)
B. Analyze, Report andB. Analyze, Report andPresent to PersuadePresent to Persuade
A. Dawn Lesh InternationalA. Dawn Lesh International
1. Spend time getting to know clients Interact with them Study them
2. Align support group goals and style to clients’
Identify and avoid conflicting goals (they can exist!) Easiest when clients have clear goals or strategies
C. Build Strong C. Build Strong Client RelationshipsClient Relationships
A. Dawn Lesh InternationalA. Dawn Lesh International
3. Recognize different clients have different needs
C. Build Strong C. Build Strong Client RelationshipsClient Relationships
Work
How I do things
How I personally interact with or
help you
Service/
Personal
What I can do for your
business agenda
Business
What I can do to partner in your
success
Partnership
A. Dawn Lesh InternationalA. Dawn Lesh International
4. Obtain and act on feedback– Meet with clients to discuss how to be more valuable
• What keeps you up at night?
• How are we doing?
– Act on feedback and tell clients about improvements
C. Build Strong C. Build Strong Client RelationshipsClient Relationships
A. Dawn Lesh InternationalA. Dawn Lesh International
How Did Sherry Do?How Did Sherry Do?
Based on your experience, what else could she have done?– Have you been in similar situations?– What have you done?
A. Dawn Lesh InternationalA. Dawn Lesh International
What Next for Sherry?What Next for Sherry?
At the end of the first year, a client satisfaction survey showed high marks
Demand for services was up She felt ready to move to the next important
customer need: An Influential Partner What would you do?
A. Dawn Lesh InternationalA. Dawn Lesh International
Influence Influence Business Business DecisionsDecisions
A. Know the Clients’A. Know the Clients’Business – Business –
DeeplyDeeply
B. Focus Projects B. Focus Projects on What’s Importanton What’s Important
to Clientsto Clients
C. Provide GuidanceC. Provide Guidance for Clients’ for Clients’
SuccessSuccess
Better Groups Better Groups Influence Business DecisionsInfluence Business Decisions
A. Dawn Lesh InternationalA. Dawn Lesh International
The ability to share knowledge, focus projects on what’s important, and guide clients to successful outcomes is a bonus
It can be a “delight” factor Clients view groups that do this as trusted
partners
Earning the Right to Influence Earning the Right to Influence Decisions Delights ClientsDecisions Delights Clients
A. Dawn Lesh InternationalA. Dawn Lesh International
1. Know the company, competition and industry
Learn the whole business and industry to maximize value
Longevity and cross-training help
2. Integrate and share knowledge about the business
Integrate data from all sources Share knowledge with clients, suppliers and
department
A. Know the Clients’A. Know the Clients’Business – DeeplyBusiness – Deeply
A. Dawn Lesh InternationalA. Dawn Lesh International
B. Focus Projects on What’s B. Focus Projects on What’s Important to ClientsImportant to Clients
1. Direct clients to vital business goals and needs
Determine how clients define successful outcomes
Clients like support group staff who know them well enough to help them determine goals
A. Dawn Lesh InternationalA. Dawn Lesh International
B. Focus Projects on What’s B. Focus Projects on What’s Important to ClientsImportant to Clients
2. Useful tools are ... Use consultative questioning and “project” forms Annual brainstorming about client challenges
3. Proactively recommend projects to clients Clients – especially senior clients – value this
more than support groups think Consider conducting some projects on “spec”
A. Dawn Lesh InternationalA. Dawn Lesh International
1. Offer insights on the clients’ business issues
Clients want support groups to offer “deep and creative insights” on how to increase their success
C. Provide GuidanceC. Provide Guidance for Clients’ Successfor Clients’ Success
A. Dawn Lesh InternationalA. Dawn Lesh International
2. Provide valued recommendations – often with the clients’ input
Involving clients up front wins early support Focus on the upside of change rather than problems –
especially if recommendations are unexpected
3. Participate with clients on action teams and committees
C. Provide GuidanceC. Provide Guidance for Clients’ Successfor Clients’ Success
A. Dawn Lesh InternationalA. Dawn Lesh International
1. Agree on Objectives and1. Agree on Objectives andCommit to ActionCommit to Action
2. Design and2. Design andConduct WorkConduct Work
3. Analyze, Report 3. Analyze, Report and Persuadeand Persuade
4. Plan How to Act4. Plan How to Act5. Involve and5. Involve andMotivate EmployeesMotivate Employees
6. Implement 6. Implement ActionAction
7. Monitor Impact7. Monitor Impactof Actionof Action
CommunicateCommunicateand and
Build RelationshipsBuild Relationships
C. Provide GuidanceC. Provide Guidance for Clients’ Successfor Clients’ SuccessKnow What’s Required for Action
A. Dawn Lesh InternationalA. Dawn Lesh International
What Comes Next for Sherry?What Comes Next for Sherry?
At the end of the second year, she got an A! Her new challenge? Too much demand! Sherry wanted to make the case for more
resources. What would you do?
A. Dawn Lesh InternationalA. Dawn Lesh International
Great Groups BuildGreat Groups BuildStrong StructuresStrong Structures
Build Strong Build Strong StructuresStructures
B. BudgetB. BudgetSpendingSpending
Strategically, for ROIStrategically, for ROI
C. Advocate for the C. Advocate for the Group to Group to
Secure ResourcesSecure Resources
A. Hire, A. Hire, Develop and Retain the Develop and Retain the
Best PeopleBest People
A. Dawn Lesh InternationalA. Dawn Lesh International
The Great Groups All Have The Great Groups All Have Strong StructuresStrong Structures
This is almost invisible to clients but vital to great support groups
Strong support groups are a win-win for clients and the groups
A. Dawn Lesh InternationalA. Dawn Lesh International
A.A. Hire, Develop and RetainHire, Develop and Retainthe Best Peoplethe Best People
1. Hire people with great skills or potential-- Learn from skilled suppliers, each other, conferences
2. Hire and develop people with consulting skills– Understand clients’ business, goals– Comfortable making recommendations– Able to speak and write well for different types of clients
A. Dawn Lesh InternationalA. Dawn Lesh International
A.A. Hire, Develop and RetainHire, Develop and Retainthe Best Peoplethe Best People
3. Recognize and reward people
4. Keep the work interesting, challenging Balance team and individual work Offer a career progression – non-managerial promotions
5. Avoid burnout
A. Dawn Lesh InternationalA. Dawn Lesh International
B. Budget Spending B. Budget Spending Strategically, for ROIStrategically, for ROI
1. Focus on most important projects High visibility - for senior execs, important clients Tie directly to strategy High financial value – high ROI
2. Use financial ROI measures that are accepted within the firm.
Make friends with Accounting and Finance
A. Dawn Lesh InternationalA. Dawn Lesh International
B. Budget Spending B. Budget Spending Strategically, for ROIStrategically, for ROI
3. Use group discretionary budgets for strategically important projects
4. Align annual plan with corporate plan
A. Dawn Lesh InternationalA. Dawn Lesh International
C. Advocate for the Group to C. Advocate for the Group to Secure ResourcesSecure Resources
1. Market Insights and Contributions– To all executives, not just immediate clients– Newsletters, meetings, presentations– On-line database – stressing decisions,
action
A. Dawn Lesh InternationalA. Dawn Lesh International
C. Advocate for the Group to C. Advocate for the Group to Secure ResourcesSecure Resources
2. Demonstrate Value and Need for Resources
– Annual report with …• Past successes, ROI and $ contributions• Future plans and resource needs • Testimonials
– Have data on capacity constraints, effects
A. Dawn Lesh InternationalA. Dawn Lesh International
C. Advocate for the Group to C. Advocate for the Group to Secure ResourcesSecure Resources
3. Be Strategic about Reporting Structure and Allies
– Great work is possible regardless of…• Who pays for the project • Size of budget or staff• Whether group is corporate or embedded
in business line
A. Dawn Lesh InternationalA. Dawn Lesh International
Great Groups Great Groups Do All Three ThingsDo All Three Things
Build Strong Structures
Influence Business Decisions
Provide Good WorkGood
Better
Great
A. Dawn Lesh InternationalA. Dawn Lesh International
Goals for Your Support GroupGoals for Your Support Group
What have we learned from Sherry’s experience?
Where would you begin?
A. Dawn Lesh InternationalA. Dawn Lesh International
Pull Up a Chair and Sit DownPull Up a Chair and Sit Down
Questions and feedback [email protected]
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