managing in the public sector - the rules are changing: john oxley
TRANSCRIPT
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Managing in the Public Sector:The Rules Are Changing
John Oxley
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What’s changing?
The rules are changing
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The sports, leisure and fitness landscape
The rules are changing
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Accept the things you can’t change; change the things you can’t accept.
The rules are changing
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Hello
I had a busy shift today.
We had a cat brought in this morning that had been run over. We telephoned the vet and the
customers took the cat to the vet after we supplied them with a
cardboard box, the vet has informed us that the cat is stable and that it’s
owner has been traced!
The rules are changing
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It’s not necessary to have all the answers but essential to be asking the right questions!
The rules are changing
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Who are your customers?
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WHAT do ourcustomers want to do?
WHEN do they wantto do it?
HOW MUCH are theyprepared to pay for it?
The rules are changing
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If it ain’t broke, break it!
The rules are changing
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The rules are changing
LearnLeadAct!
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Leaders inspirepeople to perform at levels beyond their expectations…..
and then they get out of the way!
The rules are changing
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The rules are changing
For every actionthere is an equaland oppositere-action.
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The rules are changing
I know exactly where we have gone wrong this month. All the Facebook hits, ringing ex members, annual members, postcards, building upthe 1 - 31 boxes, expired members should have been started earlieron in the month. They’re all flooding back in now but are making appointments for next week.
Lesson Learned. We need to be more organised and more emphasis needs to be placed on referrals and lead generation next month!
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The rules are changing
Great customer service is just another way of saying ‘Sales’!
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The rules are changing
Innovate,innovate…
but not forinnovation’s sake!
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The rules are changing
KPI’s?
How many?How much?How often?
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The rules are changing
Probability of makinga visit in the next month…
1 interaction 20%2-3 interactions 50%4+ interactions 80%
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The rules are changing
The increase in performance levels extended by 400% between playingsport once per weekto playing sporttwice per week.
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The rules are changing
VisionMissionValuesPurposeDirectionLeadership
Why are we here?
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The rules are changing
From this:
To deliver high quality community leisure services, reduce barriers to participation and provide excellent value for money.
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‘persuading
the nationto be active’
The rules are changing
To this:
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The rules are changing
I am a nice shark, not a mindless eating machine.
If I am to change this image, I must first change myself.
Fish are friends not food.
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Thank you
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Questions and answers