SCENARIO:

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How to Lead in a Challenging Economy Make
Service the Differentiating Factor Leonardo
Inghilleri Managing Partner, WEST PACES
CONSULTING linghilleri_at_westpacesconsulting.com
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• Understanding
• Organizational Performance

2008 WEST PACES CONSULTING
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• Vision Mission
• Values
• Positioning
• Operating Philosophy
• Customer Service Philosophy

• Great HR Fundamentals
• Recruitment
• On-boarding
• Compensation
• Development
• Communication
• Engagement Loyalty
• Respect Dignity
• Diversity

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
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WPC Model for Customer Satisfaction
Customer Loyalty
Emotional
Habitual
Repetition
Personalized Service
Repetition
Repetition
Customer Satisfaction
Defect-free Service
Caring
Timeliness
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• Great People Great Performance
• Creating a
• Talent-Based Organization

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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

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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
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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?

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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

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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

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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

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UnderstandingLeadership and theRole of a
Leader
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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

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Traits of a Leader

• Visionary
• Inspiring
• Strong Performer
• Supporter
• Motivator

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Traits of a Leader

• Visionary
• Who thinks strategically, promotes innovation and
  leads change
• Inspiring
• Articulates the Vision, instills pride, aligns
  the organization and creates synergy
• Strong Performer
• Who has a significant record of success and
  accomplishments and can create a high performance
  environment for self and others

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Traits of a Leader

• Supporter
• Who ensures strong organizational performance by
  understanding and supporting the needs of others
  and by creating the conditions for the team to be
  successful
• Motivator
• A charismatic leader who unleashes the potential
  of the organization causing people to reach

2008 WEST PACES CONSULTING