From Mission to Community Vision: Nonprofits Leading the Way
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From Mission to Community Vision: Nonprofits Leading the Way
For the past 22 years…
In my opinion, if you think you run a charity or a “nonprofit”…
Good to Great
Running a GREAT Business
The Pattern of Business Success
(T + C + ECF) x DE = Success
Talent
Talent + Culture
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 organization.
The number one factor in increasing the level of highly satisfied and engaged DONORS in your organization is…
Key Drivers of Customer Satisfaction and Loyalty
Financial Performance
Quality P&S&
Customer Relationship
EmployeeSatisfaction
Empowerment High Standards
Long-termOrientation
Enthusiasm, Commitment,
Respect
Training &Development
Fair Compensatio
n
CR= 104.12% increase in profits
CR= .404
CR=.334
CR=.277
CR=.275CR=.249
CR=.280 Coaching
CR=.285
CR=.371
CR=.365
CR=.191
CR=.247
TolerateNothing
Less
From: Practice What You Preach by Maister
Global study:16 countries529 companies15,589 respondents
Extreme Customer Focus
Web of Value: VOC + MOT
VOC
VOCSurveys
Focus Groups
Donor Panels
Comment Cards
ComplaintsEmployees
Competition
Website
Social Media
How Many of these do you employ?
Moments Of Truth
Moments Of Truth
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
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.
From: What (really) Works by Joyce, Nohria, Roberson
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
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%)
Non-negotiable Standards + Fanatical Discipline
Very Clear Expectations Specific and Measurable
GoalsNecessary Systems &
SupportRobust CommunicationConsistent Tracking of
PerformanceRegular Performance
ReviewsRefuse to Tolerate
mediocrity
(T + C + ECF) x DE = Success
If you have any questions at all please do not hesitate to send a note or call. My email address is: [email protected]
My twitter address is: @awesomelysimplePlease feel free to “friend” me on FB
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Lastly, these slides have already been uploaded to:
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Thank You
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