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Keynote for the CMMA - Clearwater FL Oct 3, 2010
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cmma the rules of engagement
Building A Winning Culture
cmma the rules of engagement
A few of my clients:
cmma the rules of engagement
For the past 21 years…
cmma the rules of engagement
What does this mean to me?
How can I use this idea?
What can I do right away?
I am NOT a guru…
cmma the rules of engagement
The Number One Goal MUST be Satisfied Customers
cmma the rules of engagement
The level of highly satisfied and engaged EMPLOYEES in your business.
The number one factor in increasing the level of highly satisfied and engaged CUSTOMERS in your business is…
cmma the rules of engagement
(T + C + ECF) x DE = Success
cmma the rules of engagement
Talent
T = Talent
cmma the rules of engagement
What does it take to be a valued member of a team?
Develop and display competence.
Follow through on commitments.
Deliver required results.
Ensure your actions are consistent with your word.
Stand behind the team and its people.
Be enjoyable to work with.
Be passionate about your work and those you serve.
Communicate and keep everyone informed.
Help the other members of the team.
Help members of other teams.
Share ideas, information and credit.
Hold yourself 100% accountable.
cmma the rules of engagement
• Lack of TRUST• Lack of candor• Lack of commitment• Lack of accountability• Lack of results
cmma the rules of engagement
Let’s take a close look at what some of the top thought leaders in the world have to say about teams…
cmma the rules of engagement
A Vivid Shared Vision
A meaningful common purpose that the team has helped shape.
cmma the rules of engagement
Clear Measurable Goals
Specific performance goals that flow from the common purpose. Compelling goals inspire and challenge a team, give it a sense of urgency. They also have a leveling effect, requiring members to focus on the collective effort necessary rather than any differences in title or status.
cmma the rules of engagement
Solid Work Ethic
A strong commitment to how the work gets done. Teams must agree on who will do what jobs, how schedules will be established and honored, and how decisions will be made and modified. On a genuine team, each member does equivalent amounts of real work; all members, the leader included.
cmma the rules of engagement
Team Trust
Trust and commitment cannot be coerced. The process of agreeing upon appropriate goals serves as the crucible in which members forge their accountability to each other… not just to the leader or manager.
cmma the rules of engagement
Competence
RespectDistrust
Affection TRUST
HIGH
LOW
LOW HIGH
Concern
The 4 C’s of Trust
cmma the rules of engagement
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
cmma the rules of engagement
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
cmma the rules of engagement
Talent Workshop• Create a pipeline of talent into your
company.
• Hire for attitude – train for skills.
• Train people how to interview.
• Use team interviewing.
• Use a focused competency model.
• Use numerous types of testing.
• Do a thorough reference check.
• Make sure they really want to work for you.
• Hire slow – fire fast.Make “Hiring Right” a core competency!
cmma the rules of engagement
C = Culture
Business Side• Innovation• Accountability• Urgency• Execution• Customer Focus
• Ownership Mentality
cmma the rules of engagement
The Four Pieces of Paper…
cmma the rules of engagement
74%23,000,000
cmma the rules of engagement
88%
cmma the rules of engagement
Top high-potential employees…
1. Credible2. Respectful3. Approachable4. Highly Professional5. Team Player
cmma the rules of engagement
5 Key Requirements of Effective Leadership
Vision
Execution
Engagement
Legacy
cmma the rules of engagement
The key elements of a winning culture: Employees
FunFamilyFriendsFair
FreedomPridePraiseMeaning
Accomplishment
1 -10
cmma the rules of engagement
You must create a culture that…
• Rewards fast action-taking
• Punishes barriers
• Embraces change
• Encourages risk taking
• Accepts failure
• Empowers everyone…
cmma the rules of engagement
Freedom: 4-Level Decision Making
1. You own it.
2. Ask for input… you own it.
3. Team decision… I own it.
4. My call… I own it.
cmma the rules of engagement
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
cmma the rules of engagement
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
cmma the rules of engagement
1,300,000 interviews: Basic 4 + 1
1. Goal Setting
2. Trust
3. Communication
4. Accountability
Recognition
cmma the rules of engagement
Culture Workshop
Make hiring “right” a core competency
Manage the corporate culture as a key asset
• Establish a clearly communicated vision for success
• Focus on employee satisfaction and engagement as a strategic objective
• Set high standards and hold people accountable to those standards
• Refuse to tolerate mediocrity
• Be a fanatic for training, coaching and mentoring across the organization
• Empower your people to go out and “wow” the customer
cmma the rules of engagement
Extreme Customer Focus
cmma the rules of engagement
Web of Value
VOC + MOT
cmma the rules of engagement
VOC = Voice of the Customer
cmma the rules of engagement
Moments Of Truth
cmma the rules of engagement
MOT Workshop – what are your top MOT?
cmma the rules of engagement
(T + C + ECF) x DE
= Success
cmma the rules of engagement
10 – 15 %
cmma the rules of engagement
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%)
cmma the rules of engagement
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.
cmma the rules of engagement
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
cmma the rules of engagement
Disciplined Execution Workshop
Clear Vision
Detailed Strategy
Guiding Coalition
Alignment
Systems
Communication
Support
Measure & Post
Adjust
Reward / Punish
cmma the rules of engagement
SUMMARY of Key Strategies
1. Create a talent pipeline
2. Intensive hiring process = Hire Right
3. Culture managed as a strategic fulcrum
4. Customer service as a key strategic differentiator
5. Own the VOC – Nail the MOT
6. Set clear standards – establish key processes
7. Measure – post – track – reward/punish
cmma the rules of engagement
cmma the rules of engagement
THANK YOU
If you have any questions at all please do not hesitate to send a note or call. My email address is: [email protected]
Also, you might find value in the ideas I share in my blog. You can sign up for it at:www.blog.johnspence.com
Lastly, these slides have already been uploaded to:www.slideshare.net/johnspence