housemark business insight visit to bromford june 2015
TRANSCRIPT
Business insight study visitBromford - innovation in action
Welcome
2 June 2015
Feel free to
share #HMinsight
Welcome!
Why are we (still) here?
John WadeRuss FowlerCarole Clark
10
12
Creating homes and supporting communities where people really want to stay
Our Mission
13
Creating homes and supporting communities where people really want to stay
Our MissionCreating warehouses for dependent people and helping them to stay dependent.
By helping them unlock
their potential
Inspiring people to be the best they can be…
Photo by VCU Libraries - Creative Commons Attribution-NonCommercial-ShareAlike License http://www.flickr.com/photos/26324140@N02 Created with Haiku Deck
Break
It’s not about where you’ve come from
Nick CumminsDamian Carter
Life was simpler…
The relationship is the Deal
every contact every conversation every touch point
What customers are telling us about the Deal
An opportunity to create a new home whilst having the support and chance of self improvement
through the Bromford Deal.
To be enrolled in university or college furthering my education to
create better prospects for my family
JadeThe Deal is a great opportunity
for tenants to achieve their goals in life. Tenants get the support they
need e.g. to pursue their studies
I would like to have training level 3 in health and social care and then progress my studies
at University to obtain a degree in nursing
Amanda
I am working at the moment, but in my spare time I would like to help others in need, help out at play groups, checking on neighbours,
take part in helping with events in the Village Hall, this would be very rewarding to be part
of the Bromford Deal
My youngest daughter is 12 and is on the right road to achieve her goals, so now it is
my time, I would like to check out my options at work to go further with the company. I
love helping others out so would like to take part in whatever I can, making sure my family
are always ok.
Karen
Customer Segmentation
questioning +deep mining
can get to the heart of the matter and is not satisfied with the easy option
common sense +doing the right thing
not guided by processes but by key principles
coaching gets customers to come up with their own solutions and always has adult to adult conversations
Colleague skills
Service Strands
We live in a place we’re happy to call home & that is kept in good
working order
We have enough money to pay our bills & do the things we need to do
We are connected to communities & social networks & look out for each
other
We feel content & make an effort to look after our care & well being
Homes Communities
Money Health
Telling Stories
How to Get Better At Failing
Amy MorganTom Hartland
Vicky GreenPaul Taylor
Getting the right people on the bus
Helena Moore
Hard to get in
House trashers - us vs them
Who are “they”?
Remote leaders
“not my customers”
A LITTLE PLAYER WITH A BIG PERSONALITY!!
GSOH and lots to give WLTM like minded people out of my area to chat and share ideas for friendship … and maybe more!
LONELY BEAR
Service Strands
We live in a place we’re happy to call home & that is kept in good
working order
We have enough money to pay our bills & do the things we need to do
We are connected to communities & social networks & look out for each
other
We feel content & make an effort to look after our care & well being
Homes Communities
Money Health
“At the end of the day weoffer exactly the same
service as any other bank.But that gives you anadvantage – you can
differentiate through yourpeople – the way you do things – that's the stuff
customers will remember.The way you do things not
what you do.”
First Direct
WE’RE STILL THINKING OF YOU.
It seems like ages since we last spoke. But don’t worry, the team at Bromford haven’t
forgotten about you. We’ll be back in contact soon
Leadership AcademyThe facts!
• Started October ’06
• 5 phases and 300 people
• 138 post grads
• 72 colleagues on Leadership Lite
• 2014 – 83 colleagues on Essential Leadership
ESPERANTO
Would you spend your last £1k on this?
Release your inner accountant
Does it pass the Pickles test?
www.ebi
St*ff
Sati*fied
Dep**tment
Scr*pts
Hous*ing Associ*tion
Ag*nts
Un*t
Ten*nt
He*d office
Visi*n V*lues Missi*n
OUR WORDS
Growyour own
Hello......sorry I cannot deal with your mail immediately.
I am out of the office having the natural blondness restored to my hair
In the mean time please contact Dee Pardoe who will be happy to help!
Thanks, Tracy
#riots
The super Super! #riots
Step right up for the latest road show!
The VVM sweats
The VVM cynicism
VVM blindness
2020
Valued for wisdomRewarded for loyalty and experienceNeeds clarity of roleWants authority
Rewarded for long hoursWork/life balanceValue social responsibilityWants personal development
Work / life balanceLikes flat structure and matricesFlexibility and collaborationLoyal to people not organisations
EmpowermentCollaborationFunOwn their personal developmentWork /life blurredMultiple employersOwn business
Remote work optionsContinual feedbackRapid progressionFlexibilitySocial media networksInstant accessInstant answersHierarchy = red tape
Veterans / traditionalists
Baby boomers Gen X Gen Y / millennials
Gen Z / digital natives
70-80+ 50 – late 60s Late 30s – late 40s 20 – early 30s Born now – late teens
offices? really?! let’s talk space options….
New ways of working – portfolio lives
world of freelancers
part time: the jobs of choice
John Smithjob titlejob profile
total transparency?
“Technology is the campfire around which we all tell our stories” Laurie Anderson
“If we are all naked we better look good” Dr Mo Ibrahim Celtel International
“Wealth is the possession of whatever gives us happiness, contentment or a sense of one's significance in the scheme of things."
Ernest W. Watson
CSR vs conscious capitalism
Independent of corporate purpose and culture vs incorporated into
higher purpose
Ethical burden vs reconciles caring and profitability
Assumes all good deeds desirable vs good deeds advance core
purpose and create value
Changing the way people learn
Changing value of skills and traits
Physical Attributes
before c20th
recruitment methods are changing
Intelligence andIQ tests
1900 - 1972
CompetenceSkills matrix
1973 - 2010
Potential
2010 -
HBR June 2014
potential is ……
the right motivation curiosity engagement determination insight
The capacity to transform and align an organisationaround a new goal.
senior leadership abilities…
Collaboration and influence
An ability to work effectively
with peers and partners,
including those not in the
line of command
Organisational development
A drive to improve by finding
the top talent who have the
potential to shape the organisation
Team leadership
Success in focussing, aligning, and building effective groups
Change leadership
The capacity to transform and align an organisation around a new goal
Associative thinker
Connects ideas and facts from experiences & applies across domains
Collaborator
Joins people up with diverse knowledge to solve problems.
Learns from others & integrates their ideas
Communicator
Explains ideas effectively through multiple mediums
Knowledgeable
Possesses expertise that is both broad and
deep. Is an independent learner
Persistent
Continues beyond the usual or
expected effort
Source Forbes Dec 2014 - NSF research - Ready For The Internet of Things? 5 Skills You'll Need
Developing leadership capability
leaders as life coach
BROMFORD=
BELIEVING IN PEOPL
E
“ “