We Help You Address/Solve:
• Culture is counter to vision or “accidental”
We believe that culture can be changed. To move the culture in the desired direction, organizations should develop and implement core values in a fully inclusive way and leaders should model, measure, and reward the desired behaviors. We help you describe the culture you have, the one you want, and guide your journey to the new one.
• The organization’s desired culture hasn’t been clearly defined and implemented
Culture is easy to measure. Just ask people for adjectives. Ask the customers. Ask the employees. That gives you a starting point to codify what behaviors your organization desires and expects. Implementation is a lot harder. To fully implement and sustain this desired culture, the organization must embed it in all aspects of their recruiting, hiring, and performance management system.
• Lack of strategic direction, focus, or the organization feels stuck
Actionable visions and strategic plans guide the organization’s thinking, budgeting, and activities. We help you create specific outcomes that reflect the four perspectives of the Balanced Scorecard (customer, internal processes, organizational capacity, and financial), then translate those into actionable initiatives. We also use the Scenario Planning approach to anticipate and incorporate potential positive or negative environmental changes.
• Difficulty in cascading/deploying the vision/strategic plan throughout the organization
This is a real challenge. It is easier if multiple levels have had input to and participated in the building of the strategic plan. Those who played in that process can be “translators” and explain what the plan means for their division or team. Others need to take the time to articulate exactly how “our daily work supports the vision/plan”. We have examples that can help you do that. The Performance Expectations section gives additional detail.
• Measures and recognition/rewards are not constantly reinforcing desired behaviors
People respond to what the organization measures and rewards. We help you evaluate your current systems and implement changes that make your measures more strategic and meaningful and your recognition/rewards more timely and credible to the workforce. We specialize in helping organizations create “transformative measures” that accelerate their progress toward excellence.
Many organizations equate training and performance. Training can only improve performance when there is a knowledge or skill gap. Other root causes have a direct leadership role/responsibility. These include – right person in the right role, clear expectations, timely and specific feedback, positive work environment, recognition/rewards for high performance, and accountability for low performance. We use the Performance Consulting approach to clearly identify and address the root cause(s) of low performance.
There are many reasons why the leadership cadre may not be performing as a team. We will use interviews and surveys to assess why this is so and the impact on organizational performance, then recommend direct actions to be implemented to correct this unhealthy situation.
Low employee engagement and commitment is poison. We will assess the level of engagement and root causes of low commitment, then work with you to implement lasting approaches (caring, integrity, trust) that will draw out your employees’ “discretionary effort.”
This is related to low engagement, but could have other factors. It might be that people are not working in roles that use their passion and strengths, feel there are limited growth opportunities, etc. We’ll help you identify the root cause of these losses and what effective actions you should take.
We see this issue a lot. Often it is due to overload, but frequently that overload is largely due to a lack of clear expectations and/or priorities. Either way, leaders must identify the root cause(s) and address them.
We believe that: Better Communication leads to More Collaboration which leads to Improved Trust which leads to Higher Performance. We’ll help you identify how you can improve and leverage this process better.
This is where training can help. Other approaches include coaching, mentoring, and job rotation. Training can only solve performance issues where there is a lack of knowledge or skills. We will help you identify and overcome both the training and the non-training causes and barriers to high performance.
This is another significant cause of “ongoing” low performance. First, leaders and managers must provide clear expectations and feedback. Low performance must be addressed – mostly by providing needed support and by adding rewards or consequences that motivate the person to more fully commit time and effort. We will show you how to create a Culture of Accountability.
• Customers are not delighted
Customer Delight is maximizing both the customer outcome AND the customer experience. We help you define the real needs and wants of your key customers, use a quick and simple way to assess the level of Customer Delight, then choose initiatives to move toward greater customer advocacy.