Title: Preparing for the BoomerRetirement Tsunami: How to Motivate, Retain, and Attract HighAchieving Emplo
1Preparing for the Boomer-Retirement TsunamiHow
to Motivate, Retain, and Attract High-Achieving
Employees
- IPMA HR Conference
- Roger J. Valine
- Former President CEO
- VSP
2About VSP
- The nations largest provider of eyecare wellness
benefits
- Headquartered in Rancho Cordova, CA
3VSP Facts
- Today, over 51 million members
- More than 1 in 6 Americansare covered by VSP
4Revenue20062.38 billion
5Continued AdministrativeCost Reduction
15
21.11
20.61
19.81
18.93
18.18
17.99
17.82
17.86
2004
1999
2000
2001
2002
2003
2005
2006
5
6Satisfaction
2006 VSP Overall Satisfaction RatingsPerformance
Compared to Bonus Goals
Note Patient EX VG (of patients satisfied
with level of coverage) Doctor EX
VG Client EX VG Employee EX VG
72007 Fortune 100
8th Consecutive Year
8Importance ofCustomer Service
- Motivated to be the best organization that our
clients work with
- Recognition SQM World Class Customer
Satisfaction and JD Power awards
9Transform the Culture
- It starts with the organizationsvalues
- Instill a can do attitude
- Set high performance standards
- Recognize and reward achievement, address poor
performance
10Set High Standards
- Demand high-quality work
- Nothing leaves without thorough review
- Establish firm turnaround times for quick
responses
- Require departments to work together to expedite
service
- Constantly survey your customers
11How this Appliesto Government
- A customer-focused philosophy is relevant to
government and all work environments
- Treat people the way you want to be treated
- Government employees are consumers and know what
good service looks like
12How VSP Does It
- Engage leaders so they are connected, committed
and accountable
- Management bonus influenced by employee
satisfaction
- Encourage everyone to be a leader, not just those
with titles
13Effective Leadership Forum
- Earn the right to lead everyday
- You manage things, you lead people
- People quit people, not companies
- Leading means actively listening
14A Moral Compass
Theres just one thing you can take to your
grave...Its not your wealth or your debt, its
your reputation.
15Building a Customer-Focused Culture
My Top 10 Lessons
16Hire the Right People!
Lesson 1
Hire for attitude and train for skills
17Lesson 2
Set high expectations
- Key Job Accountabilities(KJAs)
- Part of compensation tied to company performance,
satisfaction of our publics
18Lesson 3
Provide your employees with the tools they
needto succeed
- Active career development program
- Assessment programs
- Tuition reimbursement
- Computer education
- High internal promotion rates (40)
19Lesson 4
Constantly strive to do things better
20Lesson 5
- Inspire innovation,
- do away with fear!
- Numerous ways to encourage excellent performance
and continuous improvement
21Lesson 5
- People First Awards for exceptional service
- Silver, Gold, Platinum Vision Awards
22Lesson 6
- Recognize the risks and rewards that come with
change and growth, but dont fear failure
23Lesson 7
Cultivate a culture of respect and inclusion
- First name basis
- Employee Focus Groups
- Open Door Policy
- In Touch Day
24Lesson 8
- Recognize and inspire your employees...and have
fun!
- Dinner Dance
- Take your child to work day
- Company Picnic
- Golf Scramble
25(No Transcript)
26Lesson 9
Support your employees need for balance
- Flexible schedules andtelecommuting
- Market-leading benefit package
27Lesson 10
More Companies Open Door to Employee
Volunteerism VSP gives each of its 1,900
employees the equivalent of one day off with pay
to use to volunteer. "We encourage the employee
to do what really speaks to their heart," said
Patricia Cochran, VSP's chief financial officer
and vice president of finance.
28250,000th recipient
360,000
320,000
276,000
217,000
163,000
107,000
47,000
12,000
29Why Improving Governments CustomerService is
Relevant to me?
30Rogers 5 Tips forWorld- Class Customer Service
- 1. Engage and know your customers
2. Demand customer-focused leadership
3. Make superior customer service a requirement,
not an option
4. Have fun -- give employees something more than
just a paycheck
5. Continuously emphasize customer service
31Questions?