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How to Lead in a Challenging Economy: Make Service the Differentiating Factor Leonardo Inghilleri

How to Lead in a Challenging Economy: Make Service the Differentiating Factor Leonardo Inghilleri Managing Partner, WEST PACES CONSULTING linghilleri@westpacesconsulting.com. Understanding Organizational Performance. 2008 WEST PACES CONSULTING. Great HR Fundamentals Recruitment

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How to Lead in a Challenging Economy: Make Service the Differentiating Factor Leonardo Inghilleri

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  1. How to Lead in a Challenging Economy: Make Service the Differentiating Factor Leonardo Inghilleri Managing Partner, WEST PACES CONSULTING linghilleri@westpacesconsulting.com

  2. Understanding Organizational Performance 2008 WEST PACES CONSULTING

  3. Great HR Fundamentals • Recruitment • On-boarding • Compensation • Development • Communication • Engagement & Loyalty • Respect & Dignity • Diversity • Vision & Mission • Values • Positioning • Operating Philosophy • Customer Service Philosophy Culture & Brand Customer & Market Focus Work Environment Peak Performance • Defect-free Products & Services • Customer Focus • Business Development Process • Relationship Management • Customer Service Standards Leadership Metrics • Performance Standards • Consistent Behaviors • Sustainability • Business Measurements & Metrics • Business & Individual Performance • Leadership Traits & Behaviors • Leadership Practices • Organizational Alignment • Role Modeling • Standard Setting 2008 WEST PACES CONSULTING

  4. WPC Model for Customer Satisfaction Customer Loyalty Emotional Habitual Repetition Personalized Service Repetition Repetition Customer Satisfaction Defect-free Service Caring Timeliness 2008 WEST PACES CONSULTING

  5. Great People = Great Performance Creating a Talent-Based Organization 2008 WEST PACES CONSULTING

  6. Building a Talent-Based Organization • Great HR Fundamentals • Recruitment • On-boarding • Compensation • Development • Communication • Engagement & Loyalty • Respect & Dignity • Diversity Work Environment Peak Performance Leadership Metrics • Performance Standards • Consistent Behaviors • Sustainability • Business Measurements & Metrics • Business & Individual Performance • Leadership Traits & Behaviors • Leadership Practices • Organizational Alignment • Role Modeling • Standard Setting 2008 WEST PACES CONSULTING

  7. Creating a People Doctrine • Select, do not hire! • Build a talent-based organization • Do not compromise • Align the workforce • Make you employees part of the organization • Create “Ambassadors” • Ensure competence • Set performance standards • Establish training certifications • Sustain • Communicate and reinforce desired behaviors • Establish an emotional connection with your employees • Empower • Give authority & responsibility to satisfy customers • involve the workforce and provide elbow space 2008 WEST PACES CONSULTING

  8. Creating a People Doctrine • Select, do not hire! • Build a talent-based organization • Identify the necessary talents needed to successfully fulfill the various positions • Ensure organizational “fit” • Build a strong bench • Focus on high performing teams • Invest in the individuals • Do not compromise • Take a critical look at your staff • Who are your strong performers? • Who are your marginal performers? • What are you doing about it? 2008 WEST PACES CONSULTING

  9. Creating a People Doctrine • Align the workforce • Make your employees part of the organization • Ensure a consistent, positive on-boarding process • Engage your employees • Communicate effectively and continually • Create “Ambassadors” • Communicate and reinforce service standards, operating philosophy and values 2008 WEST PACES CONSULTING

  10. Creating a People Doctrine • Ensure competence • Set performance standards • Communicate and clarify expectations • Establish training certifications • Manage performance • Do not accept mediocrity • Do not accept excuses • Be fair and consistent 2008 WEST PACES CONSULTING

  11. Creating a People Doctrine • Sustain • Communicate and reinforce desired behaviors • Establish an emotional connection with your employees • Empower • Give authority & responsibility to satisfy customers • involve the workforce and provide elbow space 2008 WEST PACES CONSULTING

  12. Understanding“Leadership” and theRole of a Leader 2008 WEST PACES CONSULTING

  13. Role of a Leader • Leadership is a spectrum of traits and behaviors; some are essential, others are ancillary, all are important • Leadership causes people to reach • Leadership unlocks the discretionary efforts of people • A good leader is also a Manager of Processes 2008 WEST PACES CONSULTING

  14. Traits of a Leader Visionary Inspiring Strong Performer Supporter Motivator 2008 WEST PACES CONSULTING

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