we have to work on it - jsahrjsahr.shrm.org/sites/jsahr.shrm.org/files/jack gottlieb...we can’t...
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We Can’t Just Work In It We Have To Work On It
How To Really Deliver Sustainable Results From Our People & Processes
Driving The True Value, Impact & Results They Need Through The Right Development Of Their Strategy, Capability & People
Our Markets
RESULTS
TOP OBJECTIVE(S),
RMI GOALS, METRICS
CAPABILITY
PEOPLE, PROCESS
& APPROACH
Our Members
COLLABORATION
TRUST, LEVERAGE &
OPPORTUNITY
TRANSFORM
BREAKTHROUGH
PERFORMANCE
EXPERIENCE
PACKAGING, DELIVERY
& CONSISTENCY
The CORE
Purpose & Values Needs To Solve Value To Offer
True Clarity
RESULTS
How Do Know If What We Are Doing Is Driving Real Value To Our
Top Objectives While Communicating With Greater Impact?
The CORE Mission, Values Business Goals Financial Goals
The 5 Levels Of Change
2. Creates Uncertainty
3. Leads To Perceptions
4. Drives A Shift In Behavior
5. Which Will Erode Performance
1. Lack Of Understanding
1. SUPERBOWL
2. LEGACY/STANDARD
3. $$$
4. OPPORTUNITY
What Is REALLY Most Important? Step 1: What Does It All Boil Down To?
Mission
To organize the world’s information and make it universally accessible and useful.
What We Do
Larry Page, our co-founder and CEO, once described the “perfect search engine” as something that “understands exactly what you mean and gives you back exactly what you want.” Since he spoke those words Google has grown to offer products beyond search, but the spirit of what he said remains. With all our technologies—from search to Chrome to Gmail—our goal is to make it as easy as possible for you to find the information you need and get the things you need to do done.
This means making search smarter and faster, so it can understand that when you type [jaguar] you’re looking for the car, not photos of the animal. It means making our products work intuitively. Above all, it means making our products work better so that people can spend time on the stuff they’re good at—like enjoying time with family, camping in the wilderness, painting a picture or throwing a party. We’re not there yet, but we’re working on it.
What They Believe
1. Focus on the user and all else will follow
2. It’s best to do one thing really, really well
3. Democracy on the web works
What They Are- A World Class Hotel Chain
Mission- 100% Customer Loyalty Where If You Have A Choice Between The Ritz Carlton And Any Other Chain You Will Choose The Ritz Carlton
Driving Force/Context- Fulfill The Unexpressed Wishes Of Others
Team- Personalized Service- Housekeeping
RMI Goal #1- Greet each customer warm and welcoming
RMI Goal #2- Give a warm and welcoming good-bye
RMI Goal #3- Look at the database if a previous customer for their preferences
KPI- Consistently deliver 3 steps of service daily to each customer at every opportunity you have
Day To Day Focus- Still clean the rooms and do what is expected
80% OF ORG
STRATEGIES FAIL
What Is REALLY Most Important Part 3: What Does It Really Mean & Look Like?
True Clarity
How do we gain greater capability in how you build and develop
people within your organization to drive breakthroughs in their
performance and in that of the organization?
CAPABILITY
Core Principle #2- Sustainable
If Our Business Does Not Provide A
Game We Can Win At Or Worth
Playing Then Invent A New One
1. Competency-(Capability)- Based on the expectations we are committed to what kind of competencies do we need to have overall and what does that look like at all levels of the organization?
2. Skill- (Improvement)- Where is each person at in their skill level and what is needed for them to get to where they need to (their role for the team) and want to be (their career)
3. Talent (Strengths)- What other talents do they bring beyond the job role that can best add value to what we need as a team/org?
4. Knowledge (Understanding)- What do they need to know to be successful about the industry, business, job to pull all that together?
5. Emotion/Behavior (Mindset)- What do we need their temperament to be with the job, team and responsibilities to truly be successful?
Results=1+1+1=Capability
The Skills We Need To Improve
1. Strategic thinking
2. Ability to work across many functional areas
3. Ability to drive results
4. General leadership
5. Core financial understanding
September 30th 2008
1. Strategic Thinking- Will clearly evaluate the long-term and short-term goals of the client, our organization and our people when taking action
2. Influence- Will create buy in through a powerful balance of listening fully first, communicating clearly second
3. Negotiating- Be sure to foster commitment that does not compromise the position for us or the value the clients really wants.
Consultant Competency Map
Aligned Accountability
How do we foster consistency and ownership in how you
implement any change based initiative over any timeline
EXPERIENCE
RECRUITMENT
TRAINING
RETENTION
TEAMWORK
COMMUNICATION
MENTORS
CONFLICT
TRANSITION
MOTIVATION
PRODUCT
INNOVATION
TRAINING
ENGAGEMENT
TECHNOLOGY
MARKETING/PR
SALES
ORG SYSTEMS STRUCTURE
ENVIRONMENT
REPORTING
MEETINGS
LEGAL
NEGOTIATION
ACCOUNTABILITY
CASH FLOW
VISION/VALUES
STRATEGY
PERFORMANCE
DECISIONS
TIME
ENERGY
TALENT
REWARDS
Org. Dashboard The What- Clear Focus
Client Dashboard The Results- Impact
Team Dashboard The How- Ensuring Success
CASCADED UP AND BACK
THE Leadership Dashboard
1. Focus- What Problems Do We As A Business/Team Really Solve And What Impact Does That Create For Our Customers Beyond Just Our Services?
2. Opportunity- What Opportunity Will This Provide For Our Employees To Fully Take Ownership Of So That They Gain The Same Fulfillment We Want Our Customers To Have?
3. Planning- What Is The Capability We Need, KPI’s To Track & What Does Our Calendar Look Like?
Annually Monthly
Quarterly Weekly
Real ROI Throughout
REFLECT IMPROVE PLAN EMPOWER
Approach
Frequency
Focus Business Results- Growth, Cost Savings, Tethered Impact
Team Performance- Processes, Initiatives, Individually
Connect
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Had One Of The Top 10% Most Viewed Profiles For 2012
Full Launch- December 2013- Regular Value, Interviews
Pre Conference Session- October 27th
It's About The RESULTS We Want, Not The Initiatives We Do How to Strategically Think, Plan & Execute Your Way Toward
Sustainable Results That Are Most Critical For Your Organization
Breakout Sessions- October 28th & 29th
We Are Hired To Do A Job, But Paid To Achieve A RESULT