#firmday 28 march 2014 rackspace - how to onboard a fanatic
DESCRIPTION
Eddie Gleeson, On-boarding & Business Skills Manager at Rackspace, will share with us how they prepare people for working in a high-growth, super high-change environment with a 'fanatical' commitment to delivering a great customer experience with a session called 'How to On-board a Fanatic'TRANSCRIPT
1
HOW TO ONBOARD A “FANATIC”
Delivered by: Eddie Gleeson
RACKSPACE® HOSTING | WWW.RACKSPACE.COM
2
3RACKSPACE® HOSTING | WWW.RACKSPACE.COM
HOW DO YOU ONBOARD A “FANATIC”?..
INVEST IN THE INDIVIDUAL.
4RACKSPACE® HOSTING | WWW.RACKSPACE.COM
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)
5RACKSPACE® HOSTING | WWW.RACKSPACE.COM
To be recognised as one of the world’s greatest service companies.“
”
Rackspace Vision
6
7RACKSPACE® HOSTING | WWW.RACKSPACE.COM
RACKSPACE® HOSTING | WWW.RACKSPACE.COM
Our 4 Pillars
8
Know Rackspace Know The People
Know Where I’m Going
Have The Knowledge to do
My Job
RACKSPACE® HOSTING | WWW.RACKSPACE.COM
The Current World
9
Racker Fundamentals
Welcome Home
Hosting Fundamentals
Sales Fundamentals
Support Fundamentals
Manager Compass
Tools of the Rack
Rack Ready Workbook
Rookie-O
10RACKSPACE® HOSTING | WWW.RACKSPACE.COM
Rookie-O
• Build a network
• Understand the culture
• Knowledge of the business and strategy
RACKSPACE® HOSTING | WWW.RACKSPACE.COM
• 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
11
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
RACKSPACE® HOSTING | WWW.RACKSPACE.COM
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
12
Expected progress
Needs more focused
development
High performer
RACKSPACE® HOSTING | WWW.RACKSPACE.COM
Proposed World
13
Why?• Tailored on-boarding plans
• Agility in design / evolution
• More on-boarding options
• Progress tracking and assessment
RACKSPACE® HOSTING | WWW.RACKSPACE.COM
End Game – it’s all about specialists and competence
14
Probation
KeyClassroom
VideoReadingAssignment
15RACKSPACE® HOSTING | WWW.RACKSPACE.COM
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