Building worldclass workforce (Jan. 2013)

Your Role in Building a World Class Workforce
Theo Gilbert-Jamison (January 2013)

Your Role in
Building a World Class Workforce

What We Will Cover
• Defining a World Class Workforce

• Assessing Your Work Environment

• The Four Key Processes to Building
a World Class Workforce

• Applying What You Have Learned

Your Role in
The customer is the most important visitor on our premises.
He is not dependent on us. We are dependent on him.
He is not an interruption of our work. He is the purpose of it.
He is not an outsider of our business. He is part of it.
We are not doing him a favor by serving him.
He is doing us a favor by giving us the opportunity to do so.

--Mahatma Gandhi

The Three Levels of Employee Engagement

Non- Change
Believers Believers Agents
(Disengaged) (Engaged) (Fully Engaged)

Your Role in
Defining a
Clear Leadership Focus/Direction
World Class Workforce Alignment with Vision & Mission
• On a scale of 1-5, with 5 high, how Employee Engagement
close is your staff to being Two-way Communication
considered a world class workforce?
Teamwork vs. Group Mentality
• What challenges are you facing in Self-Accountability for Driving
developing a world class workforce? Excellence
Effective Service Recovery Process
• If your team were performing at
Treating Our Patients and Each Other
their highest level everyday, what
with Dignity and Respect
would it look, sound, and feel like?
Valuing Diversity & Inclusion

The Three Dangers that Impede Excellence

The Three Dangers

Compromise Lack of
Inconsistency
Accountability

Your Role in

Curt Coffman
Employee Engagement Global Practice Leader
The Gallup Organization

“We’re running as an economy
at 30 percent efficiency”
Only 3 out of every 10 employees
Only 30 out of every 100 employees
…are working at their highest potential

Do You Have a World Class Work Environment?

1. We greet everyone with a warm & 7. We are polite in our speech, using words like
friendly smile. “Good morning/afternoon/ evening,” “I’ll be
happy to,” “please,” and “thank you.”
2. We learn something unique about each
patient to personalize our service and to 8. We use proper telephone etiquette by
create a memorable experience. answering with smile, thanking the
caller, giving them our name, using hold
3. We use the patient’s name, if and when carefully, and keeping them updated if they are
possible. on hold.
4. We use positive eye contact to indicate 9. If the patient has experienced a problem, we
that we are interested and attentive. apologize and work to quickly resolve it. Then
5. We anticipate and comply with patient we follow-up to ensure satisfaction. LEAP!
needs. 10. We maintain a professional appearance and a
6. We listen carefully and empathically with clean, organized work area.
our ears, eyes and heart. 11. We escort instead of pointing out directions
when possible.

Do You Have a World Class Work Environment?

Senior Leadership
Alignment & Accountability

Principle 2 Principle 3 Principle 4 Principle 5 Principle 6
Business Service Intervention Organizational Measurement
Objectives Standards & Learning Alignment & Leadership
Strategy Accountability

Principle 1
Vision and Mission Statement

The Six Principles of Service Excellence is a comprehensive approach to effectively
improving the work environment, employee performance and the service experience for
your customers all in one initiative.

Your Role in

Recruitment
& Selection SELF-ASSESSMENT
• Where are our STRENGTHS?

• Where are our GAPS /
THE Weaknesses?
Reward & Learning &
Recognition FOUR KEY Development
• To build a World Class
PROCESSES Workforce, what must we
START, STOP, and CONTINUE
doing?
On-Going
Communi- • When will we commit to
cation doing these things?

The Four Key Processes

Recruitment
& Selection
KEY PROCESS #1
• Recruitment & Selection of
the right team are
cornerstones in clinical
The excellence, employee
Reward & Learning &
Recognition Four Key Development
engagement, and patient
Processes satisfaction.

• When an organization does
not invest in selecting the
On-Going right people in key roles, it
Communi- easily falls prey to the
cation
“warm body” syndrome.


Recruitment KEY PROCESS #1
& Selection
CHARACTERISTICS
• Work Ethic
• Relationship Extension
The • Persuasion
Reward & Learning &
Processes • Teamwork
• Positivity
• Empathy / Caring
On-Going
Communi- • Exactness / Accuracy
cation
• Learner / Adaptability


Recruitment
& Selection
KEY PROCESS #2
• A rigorous recruitment and
selection strategy will get
highly qualified candidates
The in the door.
Reward & Learning &
Recognition Four Key Development • However, without an
Processes equally dynamic work
environment that fosters
continuous learning and
On-Going development, highly
Communi- talented staff members will
cation
eventually leave.


Recruitment
& Selection KEY COMPONENTS OF
LEARNING & DEVELOPMENT
• New Employee Orientation

The • Job Specific Training
Reward & Learning &
Recognition Four Key Development • Compliance Courses
Processes
• Leadership Development
• Supplemental Online
Learning
On-Going
Communi- • Delegation of
cation New, Challenging Tasks


Recruitment
& Selection KEY PROCESS #3
• Employees thrive on
communication; they hate to
hear about issues concerning
The their job through second-
Reward & Learning &
Recognition Four Key Development hand gossip.
Processes
• Employee Engagement
survey feedback typically
shows that they never feel
On-Going they receive enough
Communi-
cation communication from leaders.


Recruitment
KEY COMPONENTS OF
& Selection ON-GOING COMMUNICATION
• Daily/Weekly Huddles
• Departmental Meetings
The • All Employee General
Reward & Learning &
Recognition Four Key Development Sessions
Processes
• Employee Newsletters
• Company Sponsored
On-Going
Social Media
Communi- (Facebook, Twitter, LinkedIn,
cation etc…)


Recruitment
& Selection KEY PROCESS #4
• When all of the other key
processes are in place and
consistently applied, reward and
recognition becomes the icing
The
Reward & Learning & on the cake.
Processes • Just as Employee Engagement
surveys show that there is never
enough communication flowing
throughout the company, most
On-Going results also show that there is
Communi- never enough recognition for a
cation job well-done.


Recruitment
& Selection KEY COMPONENTS OF
REWARD & RECOGNITION
• Regular Performance
Reviews
The • Manager-Employee
Reward & Learning &
Recognition Four Key Development Recognition
Processes
• Peer-to-Peer Recognition
• Customer-Employee
Recognition
On-Going
Communi- • Patient Recognition*
cation

Your Role in

What We Covered
• Defining a World Class Workforce

• Assessing Your Work Environment

• The Four Key Processes to Building
a World Class Workforce

• Applying What You Have Learned

Cannot be Achieved without these Five Elements

Recruitment
Alignment
& Selection
+
Consistency
+
THE
Reward &
FOUR KEY Learning & Accountability
Recognition Development
PROCESSES +
Teamwork
+
On-Going
Communi- Empowerment
cation

Your Role in
A World Class Workforce…
LOOKS SOUNDS FEELS
Employees RESPECT each Employees are POLITE in Patients & Employees feel:
other, there is no sense of their tone with patients and • Valued
hierarchy each other:
• Respected
• Good Morning/Afternoon
Employees value the • Staff is competent
DIVERSITY of others in the • How may I help you?
• Well-cared for
workplace • Please
• Well-Served
Employees are working • I’d be happy to…
together as a TEAM • Thank You

Open COMMUNICATION • My pleasure
between departments

Your Role in

Thank You!
For More Information Visit Our Website Today
www.psbydesign.com / Telephone (770) 860-0198

Building worldclass workforce (Jan. 2013)

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