Karina Awad People Division
Way of Working
The relevance of Culture
81% of leaders believe that an organization that lacks
a high performance culture is doomed to mediocrity.
But fewer than 10% succeed in building one.
Source: Bain Consulting, Building a Winning Culture.
“ “
Companies with strong performance cultures have 11 percent higher annual
total return to shareholders (TRS) and 5.2 percent
higher ROIC than those with weak performance
cultures.
“ “
Source: McKinsey & Company, On Performance Culture.
Our Challenge
Business is more complex
What got us here won’t get us there
Some of what got us here has been lost along the way
Our strategy
50% Way
Of Working
50%
Half the way
3% growth in comp sales
3% new stores
1% eCommerce
Grow profits faster than sales
Doubling total sales in 10 years and growing profits faster than sales
50%
The other “better” half
Process What an enterprise delivers and how it
delivers
Culture The ability of an
organization to align, execute and renew itself to
sustain exceptional performance over time
Change how we work by improving our processes and aligning our culture.
50% Way of
Working
Performance Culture
Way of Working
Rei
nfor
ce tr
ust
Performance Culture Change Management
Place customer at center
Process
• Customer Advocacy Phase 1 (Customer KPI + External Feedback loops)
• Spokesperson to elevate the voice of the customer
• Store actions to improve customer experience
Culture
• Sign Up program/ Listen to the Customer
• Customer-centric training
• Reinforce principles: Orientation / Reorientation
Traslate insurgency into integrated strategic plan
Process
• Develop 10-year integrated strategic plan
Culture
• Seedbed Programs (Trainees)
• MBA’s • Short-term
assignments • Women leaders
development
Enable merchants and operations to serve customers
Process
• Setup Merchants and Operations Council
• Re-define role and zero-based responsibilities and activities of merchants and operations
Culture
• Special Certificate Course for District Managers
• Academies: Operations Merchandising eCommerce Logistics
Reinforce trust
Process
• Unvarnished communication plan
• Simplify: Push down 5-10 VP
approvals Zero-base Company
and department policies
Culture
• Development leadership • 4 key actions
(Accountability, Empowerment, Collaboration, Make it Simple)
Align staff to support merchants & operations
Process
• Create / review internal feedback loops
Culture
• Branding / Employment value proposition
• Service training for Staff
• Store visits
Revive engine 2
Process
• Omnichannel strategy
Culture
• Reinforce focus on Owner Mentality/Insurgency during training programs
• TT bench strength/ Replacement grids
I worry about keeping our culture, keeping the things we believe in. Our future lies in our associates. If we can instill in them the feeling that they are out there to serve we can keep the company right-side-up.
“ “
Sam Walton
Performance Management
Story Teller
Role Model
Team Player
The roles leaders play in delivering culture change
Way of Working
Leaders Leading Change
High aspirations and a desire to win
External focus
Think like owners
Bias to action
Individuals who team
Passion and energy
Outstanding leaders go out of their way to boost the
self-esteem of their personnel. If people believe in themselves, it's amazing what they can accomplish.
“ “ Sam Walton
Top Related