1 introduction 2 the current candy masters center: david shaffer, co-ceo right: ross born, co-ceo
TRANSCRIPT
2
The Current Candy MastersThe Current Candy Masters
Center: David Shaffer, Co-CEOCenter: David Shaffer, Co-CEO
Right: Ross Born, Co-CEORight: Ross Born, Co-CEO
5
Just Born Brands
9
Where in the World is…Just Born?
Canada
U.S.
Mexico
Caribbean/ Panama
Puerto Rico
South South AfricaAfrica
Middle Middle EastEast
Israel
U.K.
Ireland
Singapore
Korea
Japan
Philippines
New ZealandAustralia
10
Agenda
• Overview of Market Driven• Research methodology• Five practices of Market
Driven HR Leaders• Summary• Q&A
11
Here is the foundation of the study:
• All areas and all levels of the company involved.• Likely common people practices for HR Leaders.• The purpose of this study
– identify the characteristics and advantages of market driven businesses
– define the most effective human resource practices involved.
12
Defining Market Driven
Market driven organizations demonstrate superior skills in understanding, attracting, and keeping valuable customers.
• Customer Focus• Delivering superior customer value• Selectively nurturing customers with the highest
profit potential• Anticipating opportunities• Responding to, or leading the dynamics of the
industryDay, 1999
13
Customer Focus
Customer
Vision & Mission
Distin
ctive Relatio
nsh
ip
Direct Contact
Company Alignm
ent
Corpora
te Cultu
re
14
Eye on the competitive landscape
Competitor Product offerings
Value as defined by customers
Capabilities
Role in the market
Value proposition
15
Results of being market driven
• 31% more profitable– 2% increase in customer retention has same profit impact
as cutting costs by 10%– 5% reduction in customer loss can increase profits by 25-
125% depending on industry
• Twice as fast at getting new products to market– Ability to see and respond to market opportunities
• 10-20% higher in customer satisfaction levels– Customer relationships and loyalty
Meyers 2008 Citing Pragmatic Marketing Study
16
Research methodology
•Literature review
•Quantitative data collection
•Survey Monkey
•98 participants
•Business/ HR leader interviews
•10 Business & HR leaders
•Variety of industries
17
Primary ResearchQuantitative Data Collection
Types of organizations participating
7%
15%
11%
60%
7%
Independant consultant Consulting company Non-Profit
For profit business Educational institution
18
How market driven is your company?
Extremely market driven
32%
Not market driven at all
5%
Somewhat market driven25%
Market driven38%
Most considered market driven
2 way communication with customers
Alignment with core values which kept customers in the forefront
Nimbleness in the marketplace
Not market driven at all –Not focused or not focused on the customer
19
HR’s contribution
HR process contributing to the company becoming Market Driven
76
4855
4034
65
51
61
0
10
20
30
40
50
60
70
80
Recruitin
g
Onboa
rding
Perfo
rmanc
e Mgt
Career
dev
.
Succe
ssion
Plan
ning
Training
& D
ev.
Lead
ersh
ip Dev.
Organ
izatio
nal D
ev.
Org
aniz
atio
nal D
es.
20
Most important thing HR can do
1. Talent Management2. Strategic HR
• HR Business Partner• HR practices aligned with strategy
3. Help employees focus on strategy4. Demonstrate business acumen
• Know the key drivers, competitive landscape and financials of the business
5. Advocate for employees• Make it a great place to work
21
Business Leaders said
• Common suggestions – Remain connected with customers
• Embassy Bank customer for life• Heinz food’s diversity initiative to align with
customer affinity groups
– Keep employees focused on customer needs
– Maintain external focus– Talent management– Become a great place for your employees
to work
23
Five practices of Market Driven HR Leaders
Relentless attention to Talent Mgt
Deliver strategic
action
Market Driven HR
Drive alignment
Continuously improve
External Focus
24
External focus starts with the business
VisionOur vision is to be the earth’s most customer centric company; to build a place were people can find and discover anything they might want to buy online.
Purpose statementSave people money so they can live better.
MissionTo inspire and nurture the human spirit – one person, one cup and one neighborhood at a time.
Mission statementDedication to the highest quality of customer service delivered with a sense of warmth, friendliness, individual pride and company spirit.
25
External Focus for HR
Learn the industry
Understand the competitive landscape– Who are the customers?
• What do they want/need?
– Who are the competitors?• What are their strengths and
weaknesses?• What is their position in the
marketplace?
– What are the trends in the market?
Identify the people practices of the customer, the competitors
Stay abreast of best practices that may apply to your business
26
Deliver strategic action
• Immerse yourself in the company strategy
• Seek opportunities to create value• Concentrate on delivering business
impact • Use metrics that matter and share
them with business leaders• Align HR strategy with overall
business imperatives.
27
Relentless attention to talent management
• Right people in the right roles with the right skills for the current and future needs
• Identify the talent brand and value proposition– Embassy bank approach to hiring
• Drive improved performance• Get clear about what the right competencies
are, then build or find them • Create an environment for retention
– Workplace of choice
28
On becoming a workplace of choice
• Key strategic objective for Wal-Mart in 2005 is to make the company an even better place to work.• Diversity training for all supervisors• Cash registers set to shut down so people will take breaks• HR available 24 hours a day• Leadership development and mentoring for women
Allbusiness.com
• HR Business Partners.• Long term career paths for employees• Amazonians on Amazon
Amazon.com/inside careers
29
More examples
• Employees are called partners• Focus on diversity• HR Theme -Love what you do!• All partners get an education in coffee from roasting to
tasting• Senior leaders hold open forums to connect with all levels
of the organization• Monthly mingle events and Partner Clubs• Best place to work 5 different years
Starbucks.com
• Power of relationship• Recognition on the website of employees by CEO• Best place to work • The southwest Way
– Warrior spirit– Servants Heart– Fun Loving attitude
• Investment in learning– University for people– Leadership development– Job shadowing– Promotion from within
Southwest.com
30
Drive alignment
• Understand, interpret and clearly articulate the mission• Communicate to build alignment• Organize performance measures to align with the
market driven approach• Design the organization to respond to customer and
market needs• Reward market driven behaviors and accomplishments.
32
In summary
• There are some common HR practices of Market Driven companies
• HR must demonstrate the five practices of market driven businesses– External focus – Strategic HR– Relentless attention to talent management– Align people with strategy– Continuously improve
• HR has a key role to play!