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  | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012 Achieving the Vision with a High Performance Organization

INTRODUCTION:

INTRODUCTION   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

RELAX…. :

RELAX….   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

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At 211 degrees water is hot

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At 212 degrees it boils

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And with boiling water comes steam

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And steam can power a locomotive

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one extra degree makes all the difference

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And the one extra difference of effort in business and in life separates the good from the great

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The average margin of victory for the last 25 years in almost all major tournaments combined was less than 3 strokes

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The margin of victory between an Olympic gold medal and no medal at all is extremely small in 2004 men’s 800m race the margin of victory was .71 seconds

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at the Indy 500...the average margin for victory for the past 10 years has been 1.54 seconds. on average the winner took home $1,278,813 the second place prize was $621,321 a difference of $657,492

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It's YOUR life

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YOU are responsible for your results

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It's time to... turn up the heat

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To get what we've never had We must do what we've never done before

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The only thing that stands between a person and what they want in life is the will to try it and faith to believe it possible.

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It is one of the most beautiful compensations of life... we can never help another without helping ourselves

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Belief fuels enthusiasm, and enthusiasm explodes into passion. It fires our souls and lifts our spirits

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There are unlimited possibilities …always, its just a matter of thinking differently and taking action towards it

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Perseverance is not a long race it is many short races, one after another

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It is better to have enough ideas for some of them to be wrong, than to be always right by having no ideas at all.

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YOU are now aware

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YOU now have a target for everything you do...

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The Vision is a journey … Let’s turn up the HEAT!

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…its all got to do with teamwork, persistence and focus…lets make it work together.

THOUGHTS??…. :

THOUGHTS??…. (great music!)   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

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“A lot of companies have chosen to downsize, and maybe that was the right thing for them. We chose a different path. Our belief was that is we kept putting great products in front of customers, they would continue to open their wallets”

Defining a High Performance Organization:

Defining a High Performance Organization HPO’S achieve extraordinary results with “ordinary” people Customer Performance Financial Performance Operational Performance   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

How it works:

How it works Picture of the current situation (understand how the system works today) Definition of the arrival zone (where we want to be) Gap to be filled Two golden rules To get better results, you need to improve the design of the organization If you change the organization, don’t fix what is not broken!! “There’s no law that says anybody has to improve. It’s all voluntary. It’s only a matter of survival.” W. Edwards Deming

Outcomes of a High-Performance Work System:

Outcomes of a High-Performance Work System

TEAM BUILDING & COMMUNICATION:

TEAM BUILDING & COMMUNICATION   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

Definition:

Definition A team is a small number of people with complementary skills who are committed to a common purpose, performance goals and approach, for which they hold themselves mutually accountable.   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

Attitudes for Effective Teamwork:

Attitudes for Effective Teamwork Shared vision Willingness to respond to Executive Decisions Respect for team members Respect for other teams Mutual trust Openness to feedback Reflection on group process and interest in improving

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-- Peter Senge, leader of the learning organization movement “Over the long run, superior performance depends on superior learning   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

How it works in practice:

How it works in practice “Line of sight” means the employee: A. Sees how the organization works as a system, and B. Knows how her work contributes to it.   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

COMMUNICATION:

COMMUNICATION   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

Key Communication Skills:

Key Communication Skills Listening Feedback Presentation of thoughts/ideas   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

Meaning:

Meaning Hearing Is With The Senses Listening Is With The Mind Listening Is Conscious. An Active Process Of Eliciting Information Ideas, Attitudes And Emotions Interpersonal, Oral Exchange “Words don’t have meaning, people do!”

Stages of the Listening Process:

Stages of the Listening Process Hearing Focusing on the message Comprehending and interpreting Analyzing and Evaluating Responding Remembering   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

Barriers to Effective Communication:

Barriers to Effective Communication Filtering Selective Perception Emotions Language   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

Feedback Skills:

Feedback Skills Positive vs. Negative Feedback Positive feedback is more readily and accurately perceived than negative feedback Positive feedback fits what most people wish to hear and already believe about themselves Negative feedback is most likely to be accepted when it comes from a credible source if it is objective in form   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

Presentation:

Presentation Be logical Be accurate Don’t waffle! Don’t get emotional Tone and pacing   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

TRUST:

TRUST   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

Let’s define trust:

Let’s define trust Conveying to another that you believe they are dependable Conveying to another that they should believe YOU are dependable   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

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Problems Solutions Bad history Communicate experience of trust failure and willingness to let colleague earn back trust if possible Fear of giving away control Start small, low risk, notice the yield of the experiment, seek feedback Misestimating colleague’s trust Seek feedback on your trusting behavior and how to improve your signals Difficulty trusting colleagues Be aware of your secure, avoidant, anxious ambivalent styles; explore your history of trusting, enabling, or disabling; reveal your trust assumptions   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

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Exercise ACTION PLAN –Write a small-step action plan that you can implement in the next week or one gesture of trust that you are going to make.

CHANGE MANAGEMENT:

CHANGE MANAGEMENT   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

Two typical views of change:

Two typical views of change   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

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“Begin with the end in mind.” -- Stephen R. Covey from “The Seven Habits of Highly Effective People”. … and, measure your progress accordingly …   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

What is Change Management?:

What is Change Management ? From Wikipedia .org Organizational change management is the process of developing a planned approach to change in an organization. Typically the objective is to maximize the collective benefits for all people involved in the change and minimize the risk of failure of implementing the change. The discipline of change management deals primarily with the human aspect of change.   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

FUD:

FUD F EAR U NCERTAINTY D OUBT   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

Three Phases of Change::

Three Phases of Change: Current State Transition State Future State   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

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The Process of Transition Anxiety Can I cope ? Happiness At Last something’s going to change ! Fear What impact will this have? How will it affect me? Threat This is bigger than I thought! Guilt Did I really do that Depression Who am I? Gradual Acceptance I can see myself in the future Moving Forward This can work and be good Hostility I’ll make this work if it kills me!! © 2000-3 J M Fisher. Denial Change? What Change? Disillusionment I’m off!! … this isn’t for me!

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“ better the devil you know is better than the devil you don’t” But it’s not always true!   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

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56 The focus of change Organizational “The change” to how we do business Individual How I do my job today How I will do my job after the change is implemented From: To:

“ADKAR”:

“ADKAR” Awareness of the need for change (why). Desire to support and participate in the change (our choice). Knowledge about how to change (the learning process). Ability to implement the change (turning knowledge into action). Reinforcement to sustain the change (celebrating success).   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

BREAK:

BREAK   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

WELCOME BACK:

WELCOME BACK   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

Are we awake?:

Are we awake? 8,5,4,9,7,6,x,x,x Can you complete the final three numbers – hint they are single digit? Open to all teams first to solve gets something nice!

My experience as a customer:

My experience as a customer My mobile number was taken down incorrectly and input on the system I wondered why no-one ever called me back It took 3 or 4 attempts to get this error corrected Quality of the advice is excellent but …… I feel I have to chase I should experience you following up with me   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

CUSTOMER CHARTER:

CUSTOMER CHARTER   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

We build successful long term relationships with our customers:

We build successful long term relationships with our customers Do you have any issues regarding this statement? Identify examples of your approach and applicable evidence? Are there any areas for development or continuous improvement?

Customer Charter:

Customer Charter   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

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The xxxxxxxxxxxxxxxxx promise to its Retail Customers Our showrooms will be open for the same hours as the main shopping centres. We will always be available to deal with your questions in our showrooms but are very happy for you to browse alone. We will answer your phone calls to our Contact Centre quickly and will get back to you within x minutes if we can’t answer your call. We will reply to your emails and enquiries on our website within x hours of you sending them. When you order your car we will agree a collection date with you. If we cannot have the car ready on that date then we will deliver it to your home or office We will remind you when we think your car is due for service by your choice of SMS, Email or Phone. When you want your car serviced we will always give you an appointment within 2 days and will do our best to offer next day appointments if the service is overdue. If you bring your car for service at the agreed appointment time we will attend to you within x minutes and have you free to leave within y minutes. We will provide you with taxi vouchers to get you back to the city centre We will agree a collection time with you and will notify you by SMS, Email or Phone if the car is ready earlier than this We will provide Internet Access and Wireless Networks in the waiting areas of each service facility. If there is any delay in your car being ready after service work we will contact you to advise you at least x hours before the agreed collection time If we have to delay the collection time by more than one hour then a sliding scale of discount will apply based on the length of the delay We will have your car at the collection area within x minutes of your account being settled or you will receive a discount voucher for your next service visit If you are not satisfied with any aspect of the way we deal with you then we welcome your complaint by SMS, Email, Phone or Website and will get back to you with at least an initial response within x days Once you have bought three cars from us and had them regularly serviced in our workshops we will provide you with a discount structure that is not available to other customers.

CUSTOMER JOURNEY MAPPING:

CUSTOMER JOURNEY MAPPING   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

What is customer journey mapping:

What is customer journey mapping Takes clients’ view of interaction each time they contact the company or vice versa What are clients trying to achieve? What do they have to do to achieve their aims? What do they think and what do YOU want them to think after the transaction?   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

What is Customer Experience?:

Experience is everything that happens – good or bad – when a customer interacts with our brand It is comprised of three phases: What is Customer Experience? PERCEPTION how a customer feels about the brand before they interact with us INTERACTION how a customer feels about the brand during an interaction with us RECOLLECTION how a customer feels about the brand after an interaction with us

How do YOUR Customers feel about you?:

How do YOUR Customers feel about you? I’m confused I’m not important enough I don’t trust them I’m not appreciated I don’t feel valued They don’t know me I feel disconnected I don’t have confidence in them

Airline Moments of Truth:

Airline Moments of Truth “This was a most horrendous experience. Without my persistence in trying to find my luggage, and managing to find someone who had the sense and ability to help, I do not think I would have been reunited with it for a few days ... At the moment I will never fly xxx again, unless I am forced to. The whole experience from late planes to unhelpful staff has been very stressful. However, I would be grateful if Ronald could be officially thanked for his help; he fully deserves it.” Frequent Flyer Program Luggage Lost Poor Experience of Airport Personnel • • • • Flight Cancelled Flight Delayed Missed Connection Complaints Response • • Brand Selection Reservation Process Upgraded In-Flight Service Legroom Enjoyable Run of the Mill Ugh! Not again Loathing + - Functional Efficient

Virgin Atlantic outside-in view:

Virgin Atlantic outside-in view 1999-2002 Year on Year Sales Growth 22% Main competitor BA declined 17% 2003 Best Longhaul business airline Business Travel World Awards (amongst main others)

Group exercise:

Group exercise What does a good customer experience mean to you? What are the main issues facing your clients/customers in their journey for advice? Using your answer for (1), what would you put in place to address these issues: In the short term – ie ‘quick wins’? In the medium or long term, with investment?

List some key customer journeys:

List some key customer journeys

Journey Mapping Exercise:

Journey Mapping Exercise

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“The purpose of a business is to create and keep a customer” And don’t forget this…   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012

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Are you now ready get your ticket and start the ProACT journey? Transformance International+35796527335 michael.walters@transformanceinc.com Consulting, coaching and mentoring   | m: +35796527335 | w: www.tranformanceinc.com  © Transformance International 2012