Presentation for Logistics Leadership Conference May 1, 2018

1. Bret L. Simmons, Ph.D.
May 1, 2018
simmonsb@unr.edu
www.bretlsimmons.com
Logistics Leadership
Conference

3. Disclaimers

4. Why are you here today?
What are your expectations
for the next hour?

5. ◦What is the one thing that should be the
top priority of most businesses? Put
another way, what matters the most to a
business?
◦How do you accomplish what matters
most? Put another way, if you are the
owner or manager of a business, what is the
most important thing you should be doing
on a daily basis to accomplish your top
priority?

6. Internal
Service
Quality
Employee
Satisfaction
And Commitment
Employee
Retention
Employee
Productivity
External
Service
Value
Customer
Satisfaction
Customer
Loyalty
Revenue
Growth
(effectiveness)
Profitability
(efficiency)
Retention
Repeat business
Referral
Service designed and delivered
to meet targeted customers’ needs
Results
for customers
Workplace design
Job design
Employee selection
and development
Rewards and recognition
Enablement: Tools for serving customers
Operating Strategy and Service Delivery System
Source: James L. Heskett et al. “Putting the Service Profit Chain to Work”, Harvard Business Review, March-April 1994, p. 166
Service-Profit Chain

7. Phil Satre

11. How can I help?

12. See yourself as a
resource, not
the source

13. “Intentionally adding
value to people is the
heart of leadership”
John Maxwell

14. Hold yourself accountable for
being a resource, hold others
accountable for doing the
work and solving problems

15. We Were Soldiers

16. Behavioral issue

17. Stop blaming people

18. Be a resource for improvement

19. Identify the root cause

20. Teach how to develop
solutions to root causes

21. Enable shared responsibility

22. I can’t accept your behavior,
but I do accept YOU

23. Take care of your people, teach
them to take care of each other

24. Blame and flame

25. It’s all about me

26. Supported By Research

27. Summary points
◦ Revenue growth is the priority
◦ Grow your business by delighting your customers with
excellent products and impressive service
◦ If you really care about delighting your customers,
you must care about delighting your employees
◦ Be helpful

28. Questions?