Business Excellence Running and Sustaining a Highly Successful Organization
IMBC 2013 keynote John Spence
Nov 01, 2014
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Business ExcellenceRunning and Sustaining a
Highly Successful Organization
100 + per year / 1989
300+ in 19 years
90+ in 19 years
“Simplicity is the ultimate sophistication” Leonardo da Vinci
(T + C + ECF) x DE = Success
Talent
Cecil Van Tuyl“It is all about
people, people, people.”
“ You can kid yourself about a lot of things in your business, but at the end of the day it will always come down to people.”
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…
Key Drivers of Customer Satisfaction and Loyalty
TolerateNothingLess
From: Practice What You Preach by Maister
Global study:16 countries529 companies15,589 respondents
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
Extreme
Customer
Focus
Web of Value: VOC + MOT = WOM
VOC
How Many of these do you employ?
Moments Of Truth
78.9 % / 23.4%
TEC / Vistage / EO / YPO = 2,000 CEOs
1. Lack of a well-communicated vision and strategy for growth.
2. Lack of courageous communication.
3. Tolerating mediocrity.4. Lack of accountability and
disciplined execution.
Ideas to ACTION
10 – 15 %
Where are we going + how will we behave on the way?
FocusDifferentiation“No”
Stakeholders + guiding collation
Vision + ValuesStrategyPlansGoals / ObjectivesTactics / Actions
Procedures / ProtocolsRepeatable ProcessClear / consistent / relentless
Training +time / money /
supplies / people
Measure / TrackCommunicate
Transparency Renewal
Praise + Celebration and
Eliminate Mediocrity
Three Biggest Issues
The Evergreen Project
10 year study of 160 top companies
40 distinct industries
200 management practices
Winners, climbers, tumblers, losers
Winners had an average Total Return to Shareholders of 945%...
The Losers only averaged a TRS of 62%
From: What (really) Works by Joyce, Nohria, Roberson 18
The Four Primary Practices:
1. A sharply focused, clearly communicated and well-understood strategy for growth.
2. Flawless operational execution that consistently delivers the value proposition.
3. A performance-oriented culture that does not tolerate mediocrity.
4. A fast, flexible, flat organization that reduces bureaucracy and simplifies work.
The Secondary Management Practices:
• Talent = find and keep the best people.
• Key leaders show commitment and enthusiasm for the business.
• Embrace strategic innovation.
• Master the power of partnerships.
From: What (really) Works by Joyce, Nohria, Roberson
Thank You
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