Building A Winning Culture

John Spence

FRPA Abrahams Academy 2012

Why should I listen to you?

100+ a year since 1989

300+ in 19 years

90+ in 19 years

“Simplicity is the ultimate sophistication” Leonardo da Vinci

The Pattern of Business Success

(T + C + ECF) x DE = Success

Talent

T = Talent

Here is how I define talent…

• Highly Competent• Impeccable Character• Excellent Communicator• Positive Attitude • Creative /Innovative• Risk Tolerant• Strong Drive • Solid Team Player

Job Description + Competency Model

WHAT WHO

John Spence High Performance Team Model

• D• M• C• C• M• D

irection – vivid, clear, inspiring --- shared

easurements – specific, observable, focused

ompetence – very good at what they do

ommunication – open, honest, courageous

utual Accountability – all team members

iscipline – do this every day

11 Key Team Competencies:

1. Setting clear, specific and measurable goals.

2. Making assignments extremely clear and ensuring required competence.

3. Using effective decision making processes within the team.

4. Establishing accountability for high performance across the entire team.

5. Running effective team meetings.

6. Building strong levels of trust.

7. Establishing open, honest and frank communications.

8. Managing conflict effectively.

9. Creating mutual respect and collaboration.

10. Encouraging risk-taking and innovation.

11. Engaging in ongoing team building activities.

1 - 10

C = Culture

Business Side• Innovation• Accountability• Execution• Customer Focus

• Ownership Mentality

The Four Pieces of Paper…

The key elements of a winning culture: Employees

FunFamilyFriendsFair

FreedomPridePraiseMeaning

Accomplishment

1 -10

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

Compassion = SBA

1,300,000 interviews: Basic 4 + 1

1. Goal Setting

2. Trust

3. Communication

4. Accountability

Recognition

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

The Six Universal Drivers of Engagement

1. Caring, competent, and engaging senior leaders.

2. Effective managers who keep employees aligned and engaged.

3. Effective teamwork at ALL levels.

4. Job enrichment and professional growth.

5. Valuing employee Contributions.

6. Concern for employee well being.

1 - 10

Extreme Customer Focus

VOC = Voice of the Customer

(T + C + ECF) x DE

= Success

10 – 15 %

What Inhibits Execution?National Survey of 4,000 Senior Executives

4. Inability to work together (21%)

3. Company culture (23%)

2. Economic climate (29%)

1. Holding onto the past / unwillingness to CHANGE (35%)

In other words…

• In order to succeed you need a high-performance team that embraces a strong culture of disciplined execution and accountability while being nimble, agile and adaptable to changes in the marketplace.

Where are we going + how will we behave on the way?

FocusDifferentiation“No”

Stakeholders + guiding collation

Vision + ValuesStrategyPlansGoals / ObjectivesTactics / Actions

Procedures / ProtocolsRepeatable Process

Clear / consistent / relentless @ Execution

Training +time / money /

supplies / people

Measure Track & PostTransparency

Renewal

Praise + Celebration Eliminate Mediocrity

Accountability

• 100% Clarity

• Agreement

• Tracking

• Coaching

• Reward / Punishment

SUMMARY of Key Strategies

1. Create a talent pipeline

2. Intensive hiring process = Hire Right

3. Company culture managed as a strategic asset

4. Customer service as a key strategic differentiator

5. Own the VOC

6. Set clear standards – establish key processes

7. Nail the “Moments of Truth”

8. Measure – post – track – reward/punish

THANK YOU

If you have any questions at all please do not hesitate to send a note or call. My email address is: john@johnspence.com

Also, you might find value in the ideas I share in my blog. You can sign up for it at:www.johnspence.com/blog

Lastly, these slides have already been uploaded to:www.slideshare.net/johnspence