Preparing for the BoomerRetirement Tsunami: How to Motivate, Retain, and Attract HighAchieving Emplo

1
Preparing for the Boomer-Retirement TsunamiHow
to Motivate, Retain, and Attract High-Achieving
Employees

• IPMA HR Conference
• Roger J. Valine
• Former President CEO
• VSP

2
About VSP

• The nations largest provider of eyecare wellness
  benefits

• Headquartered in Rancho Cordova, CA

• 28 offices nationwide

3
VSP Facts

• Founded in 1955, Oakland

• Today, over 51 million members

• More than 1 in 6 Americansare covered by VSP

4
Revenue20062.38 billion
5
Continued 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
6
Satisfaction
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
7
2007 Fortune 100
8th Consecutive Year
8
Importance ofCustomer Service

• Basis for VSPs success

• Motivated to be the best organization that our
  clients work with

• Recognition SQM World Class Customer
  Satisfaction and JD Power awards

9
Transform the Culture

• It starts with the organizationsvalues

• Instill a can do attitude

• Set high performance standards

• Recognize and reward achievement, address poor
  performance

10
Set 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

11
How 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

12
How VSP Does It

• Engage leaders so they are connected, committed
  and accountable

• Management Forum

• Management bonus influenced by employee
  satisfaction

• Encourage everyone to be a leader, not just those
  with titles

13
Effective Leadership Forum

• Its about people

• Earn the right to lead everyday

• You manage things, you lead people

• People quit people, not companies

• Leading means actively listening

14
A Moral Compass
Theres just one thing you can take to your
grave...Its not your wealth or your debt, its
your reputation.
15
Building a Customer-Focused Culture
My Top 10 Lessons
16
Hire the Right People!
Lesson 1
Hire for attitude and train for skills
17
Lesson 2
Set high expectations

• Key Job Accountabilities(KJAs)

• Part of compensation tied to company performance,
  satisfaction of our publics

18
Lesson 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)

19
Lesson 4
Constantly strive to do things better

• Planning

• Hard work

• Perseverance

• Personal Accountability

20
Lesson 5

• Inspire innovation,
• do away with fear!

• Numerous ways to encourage excellent performance
  and continuous improvement

21
Lesson 5

• People First Awards for exceptional service

• Silver, Gold, Platinum Vision Awards

22
Lesson 6

• Recognize the risks and rewards that come with
  change and growth, but dont fear failure

23
Lesson 7
Cultivate a culture of respect and inclusion

• First name basis
• Employee Focus Groups
• Open Door Policy
• In Touch Day

24
Lesson 8

• Recognize and inspire your employees...and have
  fun!

• Dinner Dance
• Take your child to work day
• Company Picnic
• Golf Scramble

25
(No Transcript)
26
Lesson 9
Support your employees need for balance

• Flexible schedules andtelecommuting

• Paid volunteer time

• Market-leading benefit package

27
Lesson 10

• Give something back

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.
28
250,000th recipient
360,000
320,000
276,000
217,000
163,000
107,000
47,000
12,000
29
Why Improving Governments CustomerService is
Relevant to me?
30
Rogers 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
31
Questions?