A. Dawn Lesh International A. Dawn Lesh International Taking Support Groups from Good to Great A. Dawn Lesh A. Dawn Lesh International Art & Science of.

A. Dawn Lesh InternationalA. Dawn Lesh International

Taking Support Groups Taking Support Groups from Good to Greatfrom Good to Great

A. Dawn LeshA. Dawn Lesh International

Art & Science of Service ConferenceJune 18, 2009


Background and GoalBackground and Goal

My interest in quality and background in research started me on the quest to learn how to make service support groups successful

Goal: To share the secrets of success– Where to start if we want to lead a

turnaround?– How can we become Good, Better and

Great?


How Successful Are We?How Successful Are We?

Grade Other GroupsRate You

Your GroupRates You

A to A-

B+ to B-

C+ to C-

Lower


What Others SaidWhat Others Said

Grade ClientRatings

Self Ratings

A to A- 30% 14%

B+ to B- 30 52

C+ to C- 30 31

Lower 10 3


What Makes Some Groups What Makes Some Groups Good and Others Great?Good and Others Great?

A. Build Strong Structures

B. Influence Business Decisions

C. Provide Good Work

Good Better Great


Great Groups Great Groups Do All Three ThingsDo All Three Things

Build Strong Structures

Influence Business Decisions

Provide Good WorkGood

Better

Great


About SherryAbout Sherry

This case is about one market research group but it applies to all support groups including quality

After Sherry was hired to improve the department, she began by studying past research and talking to her “clients” to learn

What was important to them?What they thought her group did well?What they thought needed improvement?


Provide Good Provide Good WorkWork

A. Do the A. Do the BasicsBasics

FlawlesslyFlawlessly

B. Analyze, Prepare, B. Analyze, Prepare, Implement and Report forImplement and Report for

ActionAction

C. BuildC. BuildStrong ClientStrong ClientRelationshipsRelationships

Good Groups Good Groups Provide Good WorkProvide Good Work


Flawless basics are assumed and essential

They matter most if we fail to deliver Dissatisfier

1. Begin by defining the project objectives VERY clearly

Use team or project charters Specify goals, resources, champions,

milestones, desired outcomes

A. Do the Basics A. Do the Basics FlawlesslyFlawlessly


2. Use appropriate methodology Clients care less than support groups Probably because it’s seldom a problem

3. Meet or exceed specifications Time and budget Error-free Communicate about changes to plan

A.A.Do the Basics Do the Basics FlawlesslyFlawlessly


B. Analyze, Report andB. Analyze, Report andPresent to PersuadePresent to Persuade

1. Analyze Always use data

2. Report Short and sweet - to the point Explains the “why” of the results and

recommendations Good use of graphics and structure


3. Present and Persuade Present to suit the clients’ styles Offer recommendations – try then out in advance CEO’s ask us to focus on:

1. What are we really trying to accomplish? (Tie to company goals)

2. Why is this alternative better than others?

(Tie to capabilities)

3. Why will this be cost/resource effective? (Tie to data)

B. Analyze, Report andB. Analyze, Report andPresent to PersuadePresent to Persuade


1. Spend time getting to know clients Interact with them Study them

2. Align support group goals and style to clients’

Identify and avoid conflicting goals (they can exist!) Easiest when clients have clear goals or strategies

C. Build Strong C. Build Strong Client RelationshipsClient Relationships


3. Recognize different clients have different needs


Work

How I do things

How I personally interact with or

help you

Service/

Personal

What I can do for your

business agenda

Business

What I can do to partner in your

success

Partnership


4. Obtain and act on feedback– Meet with clients to discuss how to be more valuable

• What keeps you up at night?

• How are we doing?

– Act on feedback and tell clients about improvements



How Did Sherry Do?How Did Sherry Do?

Based on your experience, what else could she have done?– Have you been in similar situations?– What have you done?


What Next for Sherry?What Next for Sherry?

At the end of the first year, a client satisfaction survey showed high marks

Demand for services was up She felt ready to move to the next important

customer need: An Influential Partner What would you do?


Influence Influence Business Business DecisionsDecisions

A. Know the Clients’A. Know the Clients’Business – Business –

DeeplyDeeply

B. Focus Projects B. Focus Projects on What’s Importanton What’s Important

to Clientsto Clients

C. Provide GuidanceC. Provide Guidance for Clients’ for Clients’

SuccessSuccess

Better Groups Better Groups Influence Business DecisionsInfluence Business Decisions


The ability to share knowledge, focus projects on what’s important, and guide clients to successful outcomes is a bonus

It can be a “delight” factor Clients view groups that do this as trusted

partners

Earning the Right to Influence Earning the Right to Influence Decisions Delights ClientsDecisions Delights Clients


1. Know the company, competition and industry

Learn the whole business and industry to maximize value

Longevity and cross-training help

2. Integrate and share knowledge about the business

Integrate data from all sources Share knowledge with clients, suppliers and

department

A. Know the Clients’A. Know the Clients’Business – DeeplyBusiness – Deeply


B. Focus Projects on What’s B. Focus Projects on What’s Important to ClientsImportant to Clients

1. Direct clients to vital business goals and needs

Determine how clients define successful outcomes

Clients like support group staff who know them well enough to help them determine goals


B. Focus Projects on What’s B. Focus Projects on What’s Important to ClientsImportant to Clients

2. Useful tools are ... Use consultative questioning and “project” forms Annual brainstorming about client challenges

3. Proactively recommend projects to clients Clients – especially senior clients – value this

more than support groups think Consider conducting some projects on “spec”


1. Offer insights on the clients’ business issues

Clients want support groups to offer “deep and creative insights” on how to increase their success

C. Provide GuidanceC. Provide Guidance for Clients’ Successfor Clients’ Success


2. Provide valued recommendations – often with the clients’ input

Involving clients up front wins early support Focus on the upside of change rather than problems –

especially if recommendations are unexpected

3. Participate with clients on action teams and committees

C. Provide GuidanceC. Provide Guidance for Clients’ Successfor Clients’ Success


1. Agree on Objectives and1. Agree on Objectives andCommit to ActionCommit to Action

2. Design and2. Design andConduct WorkConduct Work

3. Analyze, Report 3. Analyze, Report and Persuadeand Persuade

4. Plan How to Act4. Plan How to Act5. Involve and5. Involve andMotivate EmployeesMotivate Employees

6. Implement 6. Implement ActionAction

7. Monitor Impact7. Monitor Impactof Actionof Action

CommunicateCommunicateand and

Build RelationshipsBuild Relationships

C. Provide GuidanceC. Provide Guidance for Clients’ Successfor Clients’ SuccessKnow What’s Required for Action


What Comes Next for Sherry?What Comes Next for Sherry?

At the end of the second year, she got an A! Her new challenge? Too much demand! Sherry wanted to make the case for more

resources. What would you do?


Great Groups BuildGreat Groups BuildStrong StructuresStrong Structures

Build Strong Build Strong StructuresStructures

B. BudgetB. BudgetSpendingSpending

Strategically, for ROIStrategically, for ROI

C. Advocate for the C. Advocate for the Group to Group to

Secure ResourcesSecure Resources

A. Hire, A. Hire, Develop and Retain the Develop and Retain the

Best PeopleBest People


The Great Groups All Have The Great Groups All Have Strong StructuresStrong Structures

This is almost invisible to clients but vital to great support groups

Strong support groups are a win-win for clients and the groups


A.A. Hire, Develop and RetainHire, Develop and Retainthe Best Peoplethe Best People

1. Hire people with great skills or potential-- Learn from skilled suppliers, each other, conferences

2. Hire and develop people with consulting skills– Understand clients’ business, goals– Comfortable making recommendations– Able to speak and write well for different types of clients


A.A. Hire, Develop and RetainHire, Develop and Retainthe Best Peoplethe Best People

3. Recognize and reward people

4. Keep the work interesting, challenging Balance team and individual work Offer a career progression – non-managerial promotions

5. Avoid burnout


B. Budget Spending B. Budget Spending Strategically, for ROIStrategically, for ROI

1. Focus on most important projects High visibility - for senior execs, important clients Tie directly to strategy High financial value – high ROI

2. Use financial ROI measures that are accepted within the firm.

Make friends with Accounting and Finance


B. Budget Spending B. Budget Spending Strategically, for ROIStrategically, for ROI

3. Use group discretionary budgets for strategically important projects

4. Align annual plan with corporate plan


C. Advocate for the Group to C. Advocate for the Group to Secure ResourcesSecure Resources

1. Market Insights and Contributions– To all executives, not just immediate clients– Newsletters, meetings, presentations– On-line database – stressing decisions,

action



2. Demonstrate Value and Need for Resources

– Annual report with …• Past successes, ROI and $ contributions• Future plans and resource needs • Testimonials

– Have data on capacity constraints, effects



3. Be Strategic about Reporting Structure and Allies

– Great work is possible regardless of…• Who pays for the project • Size of budget or staff• Whether group is corporate or embedded

in business line


Great Groups Great Groups Do All Three ThingsDo All Three Things

Build Strong Structures

Influence Business Decisions

Provide Good WorkGood

Better

Great


Goals for Your Support GroupGoals for Your Support Group

What have we learned from Sherry’s experience?

Where would you begin?


Pull Up a Chair and Sit DownPull Up a Chair and Sit Down

Questions and feedback [email protected]

A. Dawn Lesh International A. Dawn Lesh International Taking Support Groups from Good to Great A. Dawn Lesh A. Dawn Lesh International Art & Science of.

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