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Keynote on Business Excellence
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ReThink, Renew and Execute for Results
Kuala LumpurOct 6th 2011
For those who are prepared…For those who are prepared…
…chaos brings opportunity
The Four – I’s
• Ignorance• Inflexibility• Indifference• Inconsistency
Page 2
• The willingness… even enthusiasm… to change EVERYTHING combined with the wisdom to understand what must NEVER be changed.
The Key To Success in the New Normal…
•Nimbleocity•Nim-bo-licous
Anyone who tells you they enjoy change… should seek
immediate professional help.
Emotional Response to Perceived Negative Change
Stability
Immobilization
Denial
Anger
Bargaining
Depression
Testing
Acceptance
TimePassive
Active
Emoti
onal
Res
pons
e
Managing Positive Responses to Change
Uninformed Optimism
Informed Pessimism
HopefulRealism
Informed Optimism
Completion
CheckingOut
TIME
PESS
IMIS
M
Key steps to successful change…
1. Irresistible case for change.2. Sense of urgency.3. Compelling NEW vision.4. Guiding coalition.5. Plan for small wins.6. Empower others.
(T + C + ECF) x DE = Success
Fair Compensation
Challenging Work
Good Co-workers
Superior Culture
Sense of Meaning…
Great Leader
88%
What attracts top talent?
1,300,000 interviews: Basic 4 + 1
Goal Setting
TrustAccountability
Communications
RECOGNITION
Page 8
C+R+I SO
I am good at what I do and I do it because I
care about you!
1,300,000 interviews: Basic 4 + 1
Goal Setting
TrustAccountability
Communications
RECOGNITION
Page 8
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.
• 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
Web of Value: VOM + MOT + WOM
Extreme Customer Focus
VOC
Moments Of Truth
Page 8
If you want REPEATABLE success…
you must have
PROCESS
43% - 74% of purchasing decisions = WOM/T
You MUST have a WOM Referral System
Know Like Trust Try Buy RepeatIdentify
Ideal Customer
ReferIdeal
Customer
1. 100% Clarity + Authority
2. 100% Agreement
3. Track & Post
4. Coach & Train
5. Reward or Punish
Summary• Change is inevitable.• You work in a great company, with world class
products.• You MUST work together to win in the
marketplace.• Embrace change with a sense of urgency.• Own the VOM• Flawlessly deliver on the MOT.• The 5 steps to accountability.• The four pieces of paper.
“Simplicity is the ultimate sophistication” Leonardo da Vinci
THANK YOUIf you have any questions at all please do not hesitate to send a note or call.
My email address is: [email protected]
PLEASE connect with me on LinkedIn
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