#Firmday 28 march 2014 Rackspace - how to onboard a fanatic

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HOW TO ONBOARD A “FANATIC”

Delivered by: Eddie Gleeson

RACKSPACE® HOSTING | WWW.RACKSPACE.COM

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3RACKSPACE® HOSTING | WWW.RACKSPACE.COM

HOW DO YOU ONBOARD A “FANATIC”?..

INVEST IN THE INDIVIDUAL.


2007• 200 Rackers (UK)• 2 Offices (US &

UK)• 2 Technologies• 2 Service Levels• £29m Revenue

(UK)

2014• 1200 Rackers (Int.)• 18 Offices

(Globally)• Dedicated, Cloud,

Openstack, Business Apps, Dev. Apps, Big Data Technology…

• 5 Core Service Levels

• £236m Revenue (Int)


To be recognised as one of the world’s greatest service companies.“

”

Rackspace Vision

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Our 4 Pillars

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Know Rackspace Know The People

Know Where I’m Going

Have The Knowledge to do

My Job


The Current World

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Racker Fundamentals

Welcome Home

Hosting Fundamentals

Sales Fundamentals

Support Fundamentals

Manager Compass

Tools of the Rack

Rack Ready Workbook

Rookie-O


Rookie-O

• Build a network

• Understand the culture

• Knowledge of the business and strategy


• Managing within the RS culture

• Leading with authenticity

• Forming a 90 plan

• Understanding the processes & tools for supporting customers

• Selling hosting at RS

• Selling the value of RS and FS

• Selling the portfolio• Understanding the

competition

• Understand hosting technology

• Know and understand the RS portfolio

• Build a learning platform

• Build a network• Understand the

culture• Knowledge of the

business and strategy

The Current World

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Racker Fundamentals

Welcome Home

Hosting Fundamentals

Sales Fundamentals

Support Fundamentals

Manager Compass

Tools of the Rack

Rack Ready Workbook

• To assist rackers in owning their own onboarding experience• To assist managers with constructing to “out of classroom” parts of onboardind

Rookie-O


Where We’re Going

Challenge

• Specialisation = specialist skillsets = specific development requirements

Onboarding solution

• Move to a “time to competence” based model:

Why?

• More unique requirements; specialist skills, remote working, return to work• Therefore more; specialist subjects, methods of delivery, tailored programmes

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Expected progress

Needs more focused

development

High performer


Proposed World

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Why?• Tailored on-boarding plans

• Agility in design / evolution

• More on-boarding options

• Progress tracking and assessment


End Game – it’s all about specialists and competence

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Probation

KeyClassroom

VideoReadingAssignment


Finally – What’s The Value?

• NPS in Onboarding = 84%

• Probation Passes = 97.5%

• 1st Year Leavers = 5.9%

16RACKSPACE® HOSTING | © RACKSPACE US, INC. | RACKSPACE® AND FANATICAL SUPPORT® ARE SERVICE MARKS OF RACKSPACE US, INC. REGISTERED IN THE UNITED STATES AND OTHER COUNTRIES.

RACKSPACE® HOSTING | 5 MILLINGTON ROAD | HAYES, UNITED KINGDOM UB3 4AZ

UK SALES: +44 (0)20 8712 6507 | UK SUPPORT: 0800 988 0300 | WWW.RACKSPACE.CO.UK