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Achieving Business Excellence
Achieving Business Excellence
Achieving Business Excellence
Do you have a clearly focused and
 well-communicated strategy for
         EXCELLENCE?




           EXCELLENCE =
   Value Differentiation + Execution
Achieving Business Excellence




Key Point:EXCELLENCE is EXTERNAL
              as well as INTERNAL
EXCELLENCE IN WORK AND BUSINESS   Achieving Business Excellence




             Five Foundations of
            EXCELLENCE in work

       Prepare Ahead
   Personal Experience
    Pattern Recognition
Strategic (scriptural) Insight
        Stick to Plan
EXCELLENCE IN WORK AND BUSINESS   Achieving Business Excellence




            The Four – I’s
              • Ignorance

              • Inflexibility

              • Indifference

              • Inconsistency
                                                             2
EXCELLENCE IN WORK AND BUSINESS     Achieving Business Excellence




   How to avoid the Four I’s
• Aggressive external market focus.
• Aggressive customer focus.
• Keep the “Main Things” the main things.
• Bullish on knowledge sharing and learning.
• Passion and commitment at all levels.
• Be agile, adaptive, and anticipatory.
• Revel in change.
EXCELLENCE IN WORK AND BUSINESS          Achieving Business Excellence




                               Southwest




                  One type of plane
                   Point-to-point
                     Fast turns
                 Low fares / no frills
                   Friendly staff
EXCELLENCE IN WORK AND BUSINESS       Achieving Business Excellence




               Inventory turns
           Logistics vs. Technology
             Function vs. Fashion




                        Dell
Achieving Business Excellence
EXCELLENCE IN WORK AND BUSINESS     Achieving Business Excellence




                           Educated Guess
                        Differentiated Strategy
                                Focus
                         Resource Allocation
                            Bold Not Risky
                           What NOT To Do
EXCELLENCE IN WORK AND BUSINESS       Achieving Business Excellence




                                  NEVER negotiate It
Achieving Business Excellence


Charlie Trotter’s
      Hire for Desire
      Teamwork: NP
     Communication
    Highest Standards
        Innovation
 Truly Delight Customers
EXCELLENCE IN WORK AND BUSINESS                          Achieving Business Excellence




           Lessons from seven top CEOs
           Dell, Welch, Gerstner, Grove, Gates, Kelleher, Walton = 696 B


       • Have an outside-in perspective
       • Be deeply passionate about your job
       • Understand the importance of culture
       • Create or adapt next generation
         products, processes and solutions
       • Implement the best ideas regardless of
         origin

From: What the Best CEOs Know by Krames
EXCELLENCE IN WORK AND BUSINESS                        Achieving Business Excellence




                    The Toyota Way
• Challenging Vision
   – We form a long-term vision, meeting challenges with courage and
     creativity to realize our dreams.
• Kaizen
   – We improve our business operations continuously, always driving for
     innovation and evolution.
• Genchi Genbutsu
   – We go to the source to find the facts to make correct decisions, build
     consensus, and achieve our goals at our best speed.
• Respect, Challenge and Help your People and Suppliers
   – We respect others, make every effort to understand each other, take
     responsibility and do our best to build mutual trust.
• Teamwork
   – We stimulate personal and professional growth, share the opportunities
     of development, and maximize individual and team performance.
EXCELLENCE IN WORK AND BUSINESS                  Achieving Business Excellence




In-depth study of 25 top companies renowned for
      building winning corporate cultures…
              •   GE              •   Southwest Airlines
              •   Dell            •   IBM
              •   Wal-Mart        •   P&G
              •   Toyota          •   Whole Foods
              •   Nordstrom       •   Ritz Carlton
              •   Starbucks       •   Intel

             The pattern of six common traits for all of these firms…




                                                  From Results Rule by Randy Pennington
EXCELLENCE IN WORK AND BUSINESS                  Achieving Business Excellence




      They understand that: Results Rule!
         1.       Tell themselves the truth and value candor and
                  honesty.
         2.       Pursue the best over the easiest in every situation.
         3.       Leverage the power of partnerships both internally
                  and externally.
         4.       Focus the energy to make the main things the main
                  thing.
         5.       Show the courage of accountability.
         6.       Learn, grow and improve every single day.



From Results Rule by Randy Pennington
Achieving Business Excellence




Is Your Business Up To Speed?
EXCELLENCE IN WORK AND BUSINESS   Achieving Business Excellence




Good to Great:
    1,483 to 11
    400 – 700%
     15+ years
Achieving Business Excellence


Keys to maintaining excellence at
        Work & Business

        • Communicate clearly

        • Force the hard decisions

        • Focus on results

        • Remain flexible to change

        • Prove your value to the
          customer

        • Force collaboration

        • Rigorous but not ruthless
Achieving Business Excellence



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
EXCELLENCE IN WORK AND BUSINESS                Achieving Business Excellence




                 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
EXCELLENCE IN WORK AND BUSINESS                Achieving Business Excellence




                                      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
EXCELLENCE IN WORK AND BUSINESS                                                                    Achieving Business Excellence




            Key Drivers of                                                               Financial
                                                                                       Performance
           Business Success                                                                                      Tolerate
                                                                                               CR=104.12         Nothing
                   Global study:                                                        Quality P&S
                                                                                                                 Less
                   16 countries                                                              &
                                                                                   Customer Relationship
                   29 companies
                   139 offices
                                                                                                CR= .404
                   5,589 respondents
                                                                                         Employee                       CR=.277
                                                                                        Satisfaction
                                                                                                             CR=.275
                                                             CR=.249
                                                                                               CR=.334

                                                                         CR=.280
                                                      Empowerment                        Coaching                 High Standards


                                            CR=.285           CR=.371            CR=.365               CR=.191               CR=.247

                                               Long-term               Enthusiasm,              Training &                 Fair
                                               Orientation             Commitment,             Development             Compensation
                                                                         Respect


From: Practice What You Preach by Maister
EXCELLENCE IN WORK AND BUSINESS     Achieving Business Excellence




Disciplined Execution             Clear Vision

                                  Detailed Strategy

                                  Guiding Coalition

                                  Alignment

                                  Systems

                                  Communication

                                  Support

                                  Adjust

                                  Reward / Punish
EXCELLENCE IN WORK AND BUSINESS     Achieving Business Excellence




       Individual Workshop
• Go back and look at all of your audits.
• Where were your low scores, where were your high
  scores – what is the pattern?
• Look over your notes – what were the key themes?
  What are the most important ideas?
• Answers all the questions on pages 14 – 16.
• Put in as much detail as possible.
• Be very honest with yourself.
• Think in terms of actions and outcomes.
EXCELLENCE IN WORK AND BUSINESS                                       Achieving Business Excellence




     THANK YOU


   If you have any questions at all please do not hesitate to send a note or call.
                My email address is: john@johnspence.com

Also, you might find value in the ideas I share in my blog. You can sign up for it at:
                         www.johnspence.com/blog

      Lastly, I have a new book coming out in September!

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Excellence in work and business

  • 3. Achieving Business Excellence Do you have a clearly focused and well-communicated strategy for EXCELLENCE? EXCELLENCE = Value Differentiation + Execution
  • 4. Achieving Business Excellence Key Point:EXCELLENCE is EXTERNAL as well as INTERNAL
  • 5. EXCELLENCE IN WORK AND BUSINESS Achieving Business Excellence Five Foundations of EXCELLENCE in work Prepare Ahead Personal Experience Pattern Recognition Strategic (scriptural) Insight Stick to Plan
  • 6. EXCELLENCE IN WORK AND BUSINESS Achieving Business Excellence The Four – I’s • Ignorance • Inflexibility • Indifference • Inconsistency 2
  • 7. EXCELLENCE IN WORK AND BUSINESS Achieving Business Excellence How to avoid the Four I’s • Aggressive external market focus. • Aggressive customer focus. • Keep the “Main Things” the main things. • Bullish on knowledge sharing and learning. • Passion and commitment at all levels. • Be agile, adaptive, and anticipatory. • Revel in change.
  • 8. EXCELLENCE IN WORK AND BUSINESS Achieving Business Excellence Southwest One type of plane Point-to-point Fast turns Low fares / no frills Friendly staff
  • 9. EXCELLENCE IN WORK AND BUSINESS Achieving Business Excellence Inventory turns Logistics vs. Technology Function vs. Fashion Dell
  • 11. EXCELLENCE IN WORK AND BUSINESS Achieving Business Excellence Educated Guess Differentiated Strategy Focus Resource Allocation Bold Not Risky What NOT To Do
  • 12. EXCELLENCE IN WORK AND BUSINESS Achieving Business Excellence NEVER negotiate It
  • 13. Achieving Business Excellence Charlie Trotter’s Hire for Desire Teamwork: NP Communication Highest Standards Innovation Truly Delight Customers
  • 14. EXCELLENCE IN WORK AND BUSINESS Achieving Business Excellence Lessons from seven top CEOs Dell, Welch, Gerstner, Grove, Gates, Kelleher, Walton = 696 B • Have an outside-in perspective • Be deeply passionate about your job • Understand the importance of culture • Create or adapt next generation products, processes and solutions • Implement the best ideas regardless of origin From: What the Best CEOs Know by Krames
  • 15. EXCELLENCE IN WORK AND BUSINESS Achieving Business Excellence The Toyota Way • Challenging Vision – We form a long-term vision, meeting challenges with courage and creativity to realize our dreams. • Kaizen – We improve our business operations continuously, always driving for innovation and evolution. • Genchi Genbutsu – We go to the source to find the facts to make correct decisions, build consensus, and achieve our goals at our best speed. • Respect, Challenge and Help your People and Suppliers – We respect others, make every effort to understand each other, take responsibility and do our best to build mutual trust. • Teamwork – We stimulate personal and professional growth, share the opportunities of development, and maximize individual and team performance.
  • 16. EXCELLENCE IN WORK AND BUSINESS Achieving Business Excellence In-depth study of 25 top companies renowned for building winning corporate cultures… • GE • Southwest Airlines • Dell • IBM • Wal-Mart • P&G • Toyota • Whole Foods • Nordstrom • Ritz Carlton • Starbucks • Intel The pattern of six common traits for all of these firms… From Results Rule by Randy Pennington
  • 17. EXCELLENCE IN WORK AND BUSINESS Achieving Business Excellence They understand that: Results Rule! 1. Tell themselves the truth and value candor and honesty. 2. Pursue the best over the easiest in every situation. 3. Leverage the power of partnerships both internally and externally. 4. Focus the energy to make the main things the main thing. 5. Show the courage of accountability. 6. Learn, grow and improve every single day. From Results Rule by Randy Pennington
  • 18. Achieving Business Excellence Is Your Business Up To Speed?
  • 19. EXCELLENCE IN WORK AND BUSINESS Achieving Business Excellence Good to Great: 1,483 to 11 400 – 700% 15+ years
  • 20. Achieving Business Excellence Keys to maintaining excellence at Work & Business • Communicate clearly • Force the hard decisions • Focus on results • Remain flexible to change • Prove your value to the customer • Force collaboration • Rigorous but not ruthless
  • 21. Achieving Business Excellence 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
  • 22. EXCELLENCE IN WORK AND BUSINESS Achieving Business Excellence 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
  • 23. EXCELLENCE IN WORK AND BUSINESS Achieving Business Excellence 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
  • 24. EXCELLENCE IN WORK AND BUSINESS Achieving Business Excellence Key Drivers of Financial Performance Business Success Tolerate CR=104.12 Nothing Global study: Quality P&S Less 16 countries & Customer Relationship 29 companies 139 offices CR= .404 5,589 respondents Employee CR=.277 Satisfaction CR=.275 CR=.249 CR=.334 CR=.280 Empowerment Coaching High Standards CR=.285 CR=.371 CR=.365 CR=.191 CR=.247 Long-term Enthusiasm, Training & Fair Orientation Commitment, Development Compensation Respect From: Practice What You Preach by Maister
  • 25. EXCELLENCE IN WORK AND BUSINESS Achieving Business Excellence Disciplined Execution Clear Vision Detailed Strategy Guiding Coalition Alignment Systems Communication Support Adjust Reward / Punish
  • 26. EXCELLENCE IN WORK AND BUSINESS Achieving Business Excellence Individual Workshop • Go back and look at all of your audits. • Where were your low scores, where were your high scores – what is the pattern? • Look over your notes – what were the key themes? What are the most important ideas? • Answers all the questions on pages 14 – 16. • Put in as much detail as possible. • Be very honest with yourself. • Think in terms of actions and outcomes.
  • 27. EXCELLENCE IN WORK AND BUSINESS Achieving Business Excellence THANK YOU If you have any questions at all please do not hesitate to send a note or call. My email address is: john@johnspence.com Also, you might find value in the ideas I share in my blog. You can sign up for it at: www.johnspence.com/blog Lastly, I have a new book coming out in September!