driving innovation through a culture of continuous …

An independent member of UHY International© UHY Consulting, Inc. 2020 All Rights Reserved.Reproduction of this document without written consent is prohibited.An independent member of UHY International. © UHY Consulting, Inc. 2020 All Rights Reserved.

Cory McNeleyPrincipal, Transformation Solutions

DRIVING INNOVATION THROUGH A CULTURE OF CONTINUOUS IMPROVEMENT

Six Concourse Parkway, Suite 1700Atlanta, GA 30328Phone: (678) 602-4413

An independent member of UHY International© UHY Consulting, Inc. 2020 All Rights Reserved.Reproduction of this document without written consent is prohibited. 2

VISION

Influences employees’ behaviors

üVision = Provides the big picture and organizational rally cry

üStrategy = Translates into challenging and meaningful goals, and connects the big picture


EMPLOYEE PASSION

“Passionate workers are committed to continually achieving higher levels of performance. In today’s rapidly changing business environment, companies need passionate workers because such workers can drive extreme and sustained performance improvement.”


OPTIMAL PERFORMANCE MANAGEMENT SYSTEM (OPMS™)

Measure Empower

Publish

Communicate

Celebrate

Corporate Strategy

Optimal Performance Management

System


CORY’S WAR STORIES


A NOT SO CHIC ENVIRONMENT


NOT SO CHIC ENVIRONMENT

International retailer of luxury goods was experiencing:• Decreased customer service• Decreased sales• Increased claims and losses• Increased liability lawsuits • Increased employee turnover• Ever-expanding risk profile


NOT SO CHIC

Cause:• Employees failed to understand the organization’s vision• Employees failed to understand the client’s needs • Employees did not know what ‘good’ looked like• Employees were not empowered to remedy service deficiencies• Psychological needs were neglected


NOT SO CHIC

Actions:• Designed and implemented an internal branding campaign to engrain

the company’s vision and mission throughout the organization• Designed metrics that incorporated the voice of the customer• Designed metrics that showed leading practices• Empowered employees to make decisions• Fulfilled psychological needs through the implementation of an

employee recognition program


NOT SO CHIC

Results:• Employees began to rally around a common goal of servicing the

customer• Employees gained insightful information as to what the customer truly

wanted and needed• Leading practices evolved as employees competed against each other

in a healthy internal rivalry • Liability claims and shrink decreased • Employee turnover decreased by 57% in the first quarter


A WIDGET WITHOUT A WHY


OPTIMAL PERFORMANCE MANAGEMENT SYSTEM (OPMS™)

Measure Empower

Publish

Communicate

Celebrate

Corporate Strategy

Optimal Performance Management

System


CELEBRATE

Celebrating employees or employee recognition is the acknowledgement of an individual or team's behavior, effort, and accomplishments that support the organization's goals and values.


TOP 10 CONTINUOUS OPTIMIZATION STRATEGIES

1. Fully communicate the WHY so frontline employees understand2. Continually communicate with your employees3. Empower employees to monitor metrics to identify deviations from leading

practices4. Empower employees to conduct root cause analysis to prevent reoccurrences of

issues5. Empower employees to continually re-evaluate your processes and modify as

required6. Plan-Do-Check-Act really works7. Implement incremental changes in easily digestible segments8. Focus on the needs of your employees9. Celebrate achievements and develop an environment that fosters change10. Always ask your frontline employees for advice and input for changes

An independent member of UHY International© UHY Consulting, Inc. 2020 All Rights Reserved.Reproduction of this document without written consent is prohibited.An independent member of UHY International. © UHY Consulting, Inc. 2020 All Rights Reserved.

Questions

An independent member of UHY International© UHY Consulting, Inc. 2020 All Rights Reserved.Reproduction of this document without written consent is prohibited.

ABOUT UHY CONSULTINGIn July, 2000, six leading regional tax and business advisory firms, with tenures dating back to the mid-1960s, merged to form a national professional services entity known today as UHY Advisors, Inc. They came together in the pursuit of a shared vision: to deliver the service of a local/regional firm and the services of a national firm to the dynamic middle market.

UHY Consulting provides business consulting services to a variety of sectors. UHY LLP, a licensed certified public accounting firm, provides audit and other attest services to public and private companies through an alternative practice structure.

Across the board, our professionals are as optimistic, confident, and as capable as the leadership of the companies we serve. To this end, we endeavor to hire and train professionals empowered to meet these high standards.

UHY CONSULTING, INC.Six Concourse ParkwaySuite 1700Atlanta, GA 30328

Phone: (678) 602-4400Web: www.uhy-us.com

UHY Consulting, Inc. provides business consulting services. UHY Consulting, Inc. and its subsidiary entities are not licensed CPA firms.UHY LLP is a licensed independent CPA firm that performs attest services in an alternative practice structure with UHY Consulting, Inc. and its subsidiary entities. UHY Advisors, Inc., UHY Consulting, Inc. and UHY LLP are U.S. members of Urbach Hacker Young International Limited, a UK company, and form part of the international UHY network of legally independent accounting and consulting firms.

“UHY” is the brand name for the UHY international network. Any services described herein are provided by UHY Consulting, UHY Advisors, and/or UHY LLP (as the case may be) and not by UHY or any other member firm of UHY. Neither UHY nor any member of UHY has any liability for services provided by other members.

driving innovation through a culture of continuous …

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