takeon! business matters

For more info on TakeON! visit www.takeon.biz © ON-Brand Partners 2012

How do we prepare teams for

major business changes?

How can we work more

effectively across the business?

How do I get my people focused on our strategic goals?

TakeON!® YOUR BUSINESS MATTERS

For more info on TakeON! visit www.takeon.biz © ON-Brand Partners 2012 2

BUILDING A GENUINE CONNECTION BETWEEN YOUR PEOPLE AND THEIR CORE BUSINESS PRIORITIES IS THE KEY TO UNLOCKING SUSTAINABLE PERFORMANCE.

Imagine everyone in your organisation coming

together regularly, to talk about improving

business outcomes and how they can contribute.

Hundreds of ideas are generated, and immediate

actions are taken. The power comes not from one

single ‘silver bullet’ idea – but in creating a culture

where incremental improvement is constantly

occurring.

HOW TAKEON! BUSINESS MATTERS WORKS TakeON! Business Matters is a flexible system of focused

discussions, tools and practices, designed to connect your

high-level strategy with day-to-day operations.

Teams discuss key business themes in a structured, yet

flexible series of Teamtalk™ sessions. These are designed to

achieve collaboration, and ongoing sustainable enhancement

in attitude, processes and behaviour.

THEMES TO COVER COMMON CHALLENGES Business Matters offers a diverse range of themes, each

covering a key business concept, which can be mixed and

matched to support your specific goals. Some examples

include:

• Understanding Our Business (building staff awareness

of organisation goals and their role in achieving them)

• Taking Personal Responsibility (getting your people

to take responsibility and be accountable for what

they do)

• Making It Easy (understanding what it takes to

make it easy for customers to do business with you)

TakeON! Business Matters works on the proven premise that ‘to create is to own’ – that if your people generate their own solutions to business issues, they are more likely to own and implement them.

“ The brilliance of this approach is that it provides the executive team with the vehicle to constantly implement our strategy through our people. Never was this more important than during the recession. Our TakeON! approach allowed us to quickly shift the focus of the organisation around things that really mattered – talking to customers in tough times, ensuring we were safe and secure, driving new efficiencies, and repositioning our brand. The process is part of our DNA and pivotal to how we operate.” —Managing Director, leading NZ bank

TakeON!® WHAT REALLY MATTERS TO YOUR BUSINESS


CONTINUOUS IMPROVEMENT

Many change initiatives fail because they run out

of steam. Our focus on building internal capability

coupled with the ongoing TeamTalk™ framework,

ensures momentum is sustained.

USING DIALOGUE TO CREATE A SOLUTION FOCUSED, ACTION-BIASED ORGANISATION

By involving the entire organisation in constructive

dialogue around business priorities, more ideas are

generated and greater ‘buy-in’ and momentum is

achieved. To create is to own.

Typically in an

organisation this

proportion is in

reverse. What does

your organisation

look like?

TakeON! COMMUNITY

To ensure you have ongoing support, TakeON! comes with access to our online resource centre

and community – the ON2net. Here you can:

• downloadadditionalresources

• receiveongoingcoachingfromtheTakeON!

team

• connectwithotherTakeON!organisations

to ask questions and share experiences

and insights.

www.on2net.biz

“ The biggest impact TakeON! has had in our team and the business is to get people to think… …thinking about process improvements and behaviour improvements, and more importantly, get people excited about coming to work.” —Major NZ finance company

YOUR TakeON! BUSINESS PARTNER WORKS CLOSELY WITH YOU TO IDENTIFY YOUR DISTINCT BUSINESS PRIORITIES, AND THE TakeON! TOOLS AND RESOURCES THAT BEST ADDRESS THESE.

At the heart of TakeON! is the powerful TeamTalk™ process that drives focused conversations,

idea generation and action around specific business issues.

TakeON!’s unique approach is reflected in the key principles of Continuous Improvement,

Constructive Dialogue and Collaboration.

Continuous Improvement

TIME

PERFORM

ANCE INITIAL

ENGAGEMENT

TEAMTALK

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Debate

Dialogue

Me to You– generates compliance

Me vs. You– generates confl ict

Us, together – generating constructive collaboration

TakeON!® A UNIQUE AND FLEXIBLE PROCESS

TakeON! RESOLVES COMMON PERFORMANCE ISSUES IN FOUR KEY FOCUS AREAS:


RECOVERY

PROCESS

EXPERIENCE

QUALITY

BASICS

BRANDWELLBEING

WORKING TOGETHER

COMMUNICATION POTENTIAL

CHALLENGE PRODUCTIVITY CHANGE

TakeON! YOUR PERFORMANCE

Stretching your people to deliver better performance through new challenges, greater productivity

focus and change readiness.

TakeON! YOUR PEOPLE

Growing your people through working together better, developing

their potential, better communication, building your employer brand and

improving wellbeing.

GOALS

BRAND

PURPOSE

KNOWLEDGE

TakeON! YOUR BUSINESS

Connecting your people to your business goals, brand, purpose and

market knowledge so everyone knows what they are aiming for.

TakeON! YOUR SERVICEGuiding your people with

your desired service experience, service quality, service basics,

service process and service recovery.

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TakeON!® FOCUS AREAS


WHAT MAKES BUSINESS MATTERS SO EFFECTIVE?

• Ittackles the practical ‘burning issues’ for your business, with a focus on action and

increasing both productivity and momentum

• Guided development is blended with on-the-job application – Lominger research tells us that

70% of what we learn happens ‘on the job’ rather

than in a classroom or from others

• Itinvolves everyone across the business at all

levels, making business concepts directly relevant

to their roles

• Employeesfeeltheyhaveavoiceandadirect

opportunity to influence the future

• Ittackles challenges in manageable bite-sized pieces to achieve real resolution before

moving on to the next issue

• Seniormanagementset the context, and can

maintain transparency over how issues are being

addressed

• Itbuilds internal capability, preparing your

people to accept and support change and meet

future challenges more effectively

• Youbuild on your current strengths, and what

is working now

• Support from your TakeON! Partner, including online virtual coaching, enables effective

implementation, sustainable change and ultimate

self-sufficiency

“ The behaviours of my team members have changed. I have had to manage a negative team, who were reluctant to accept the changes in quality and adherence and what was expected of them. Now I have noticed small changes in behaviours such as putting forward ideas on how to improve how we perform. Now there is a lot more focus on what we ‘can’ do!

—Large Australian superannuation administration company

TakeON! has been successfully employed to address a range of challenges:

• Buildingincreasedsales

performance

• Overallculturechange

• Developingthebusinessplan

• Improvingcross-functional

collaboration

• Drivingorganisationalefficiency

• Simplifyingcustomerprocesses

and procedures

• Preparingteamsformajor

business changes

• Improvingstafffocuson

customers

• Improvingstaffengagement

• Improvingstaffretention

• Strengtheningtheemployerbrand

• Buildingstrongercustomer

relationships

TakeON!® – DESIGNED TO MAKE A REAL BOTTOM-LINE DIFFERENCE

TYPICAL AREAS OF IMPROVEMENT


TakeON!® – WHAT DIFFERENCE WILL THIS MAKE?

• Staffengagement

• Sales/marketsharegrowth

• Customerfocus

• Customerengagement

• Customerloyalty

• Staffworkingtogether/collaboration

• Greater/faster/moresuccessful

innovation

• Processimprovement

• Costreduction

• Bettercomplaintmanagement

• Individualperformance/contribution

• Internalcommunication

“ What mattered to us was improving sales performance in our contact centre. After three months… not only have results improved quickly but we have been able to reuse the resources time and time again – it’s now a core part of how we on-board every new employee and get them up to speed.” — Contact Centre Manager,

leading NZ energy company

“ This is an innovative and exciting business initiative that ensures the business maintains control and drives the change while being supported, challenged and guided throughout.”

—CEO,majorNZfinancecompany

Tangible improvements achievedKey focus: Sales

Sales conversion rate improved

Internal business referrals up

Key focus: Innovation

New ideas implemented in one year

Key focus: Quality

Error rate down by

Key focus: Employment brand

Staff attrition down from 15% to

Employee engagement up

Key focus: Collaboration

Working together ‘better’ rating up from 39% to

90%

93%

8%25%

95% in 4 months

400%

>7000

Despite being in a highly competitive industry, in this organisation there was real resistance by Contact Centre staff (200 FTE) to cross-sell other services to existing customers. Staff instead focused solely on managing customer queries.The organisation also lacked a clearly defined

branded service proposition, making it difficult for Contact

Centre staff to understand who they were working for, and

what their role was when dealing with customers. In terms of

implementation challenges, as with any Contact Centre, time

off the phone had to be kept to an absolute minimum, and call

quality measures had to be maintained throughout.

The Pay-off: Within four months our client had achieved strong

results including:

• 90%improvementinsalesconversionrates

• 6%improvementinoverallcallquality

• ContactCentrestaffengagementincreasedby14points,

higher than the average across the organisation

IMPROVING CONTACT CENTRE SALES


ANY BUSINESS IMPROVEMENT INITIATIVE IS ONLY AS GOOD AS THE TANGIBLE RESULTS IT DELIVERS. TakeON! IS PROVEN TO DELIVER STRONG RESULTS IN A RANGE OF KEY PERFORMANCE AREAS. These two success stories highlight what TakeON! can achieve.

This company needed help to achieve their strategic objective to become ‘a very different finance company’. This involved developing a stronger

relationship-based sales/service model, leveraging

the distribution capability within the business and

lifting the engagement of staff and customers.

And all this against a backdrop of declining asset growth,

declining profitability in the ‘core business’ and decreasing

staff engagement!

The Pay-off: Within 14 months our client had achieved strong results.

Business measures:

• +12%incomeonpreviousyear

• Profit(beforeprovisions)up17%

• +13%loanbookgrowth(after3yearsofdecline)

• Employeeengagementup11%

After reviewing the initiative, staff identified the following as the top three

improvements achieved:

• Greatercustomerfocus

• Workingbettertogether

• Strongercultureandengagement

FINANCE COMPANY PERFORMANCE TURNAROUND

TANGIBLE IMPROVEMENTS ACHIEVED

If tackling the core challenges that are impacting your business performance is a top priority, we’d welcome the opportunity to come and discuss what TakeON! can do for your organisation.

For more info on TakeON! visit www.takeon.biz

CONTACT THE LEADERSHIP SPHERE:Call: 1300 100 857

Email:PhillipRalph–ManagingDirector

[email protected]

www.theleadershipsphere.com.au

ABOUT THE LEADERSHIP SPHERE – YOUR TakeON! BUSINESS PARTNER

We are in the business of helping clients build strong, sustainable organisations. We do that in two ways:

firstly, through the development of high performing people, teams and cultures. Secondly, we help to build healthy and adaptable organisations to sustain performance over the long-term.

One of the principles we cherish is

building capability and capacity in

client organisations to avoid unhealthy

co-dependent relationships. The

leader-led TakeON! series allows the

business – and the people who run

the business – to be at the centre

of development activities. Our role

then becomes one of trusted partner

where we guide and support those

responsible for the programme.

EveryoneatTLSunderstandsand

cares about business results. Our

focus is achieving breakthrough

performance with, and through people.

We get a lot of satisfaction from the

relationships we have with our clients

and the trust and confidence we enjoy

in our ability to deliver results.

“ TLS have been an outstanding thought partner for our firm and through their innovative and thoughtful delivery have helped fundamentally shift how we manage, lead and engage with each other.”

—Director,PeopleandDevelopment, tier-1 professional services firm

TakeON! – POWERED BY ON-BRAND PARTNERSTakeON! has been developed by ON-Brand Partners, a New Zealand-based international ‘business partner’ focused on design, innovation and execution in Organisational Effectiveness. Share our proven success in transforming a diverse range of organisations.

For more visit us at www.onbrandpartners.com

GETTING READY TO TakeON!®

BUSINESS PARTNER
