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C cri conference m n kirby up your service 3
- 1. Up Your Service How Do Your Teams Measure Up? Martin Kirby – Head of Credit and Risk
- 3. Adecco Group • 31,000 employees • 5,500 offices • More than 60 countries • Based in Zurich - listed on the Swiss Exchange and Euronext in France • Connects around 600,000 candidates with 100,000 clients every day • Adecco UK & Ireland is a £1.7bn revenue subsidiary of Adecco Group Adecco UK & Ireland Adecco Group
- 4. 2010 Acquisitions Challenges Slide 4 Financial Realising financial benefit of integration Customer Client and candidate experience Culture Clash of different ways of working Process Disparate range of processes and systems The UK has grown through a series of acquisitions that have posed a number of challenges, particularly within the Credit Teams
- 5. Where did we start ? adeccogroupuk.co. uk Genuine desire to create a special place to work
- 7. Where did we start ? adeccogroupuk.co. uk Genuine desire to create a special place to work Need to deliver greater results
- 8. Aim higher What can we achieve What can we give What we should expect adeccogroupuk.co. uk Aim higher
- 9. Where did we start ? adeccogroupuk.co. uk Genuine desire to create a special place to work Need to deliver greater results GPTW feedback
- 10. UK & I Central Services Shared ServicesUK & I 53 37 29 53 41 32 71 53 41 65 55 53 72 56 55 73 56 41 71 56 57 74 58 46 73 59 47 75 59 51 71 59 59 76 60 56 73 61 55 71 61 57 76 61 56 76 62 53 72 62 54 78 62 54 78 63 61 80 64 60 81 66 60 People look forward to coming to work here. People here are paid fairly for the work they do. I feel I receive a fair share of the profits made by this organisation. Promotions go to those who best deserve them. We have special and unique benefits here. I am offered training or development to further myself professionally. Managers avoid favouritism. Our leadership principles of 'cool head, warm heart, working hands'are clearly understandable, communicated and lived at Adecco. People avoid politics and backstabbing as ways to get things done. Management involves people in decisions that affect their jobs or work environment. I feel good about the ways we contribute to the community. Everyone has an opportunity to get special recognition. Management delivers on its promises. This is a psychologically and emotionally healthy place to work. Management's actions match its words. Management does a good job of assigning and coordinating people. People are encouraged to balance their work life and their personal life. My work has special meaning: this is not “just a job.” Management keeps me informed about important issues and changes. I want to work here for a long time. Taking everything into account, I would say this is a great place to work. GPTW – bottom 20 responses adeccogroupuk.co. uk
- 11. Where did we start ? adeccogroupuk.co. uk Talent Agenda Genuine desire to create a special place to work Need to deliver greater results GPTW feedback
- 12. Vision& Strategy Objectives & Plan Talent / High Performing Teams “Manylow performing teams think that they are high performing. All high performing teamsnever think that they are good enough” “Develop all your staff, not just your top performers” “Never doubt that a small committed team can change the world. Indeed it is the only thing that ever has” How dowe ‘Aim Higher’? adeccogroupuk.co.uk
- 13. Where did we start ? adeccogroupuk.co. uk Talent Agenda Genuine desire to create a special place to work Need to deliver greater results GPTW feedback Department Goals and Vision
- 14. OurVision,PrinciplesandDepartmentalGoals OurVision Each department has developed an aspirational vision for their function, focused on adding value to the Group. In each case this has been done with the colleagues of that function Compliance & Control Customer Service Functional Value add 1 People / High Performing team Functional Value add 2 Budget & Efficiency Our Principles The colleagues have looked at the principles that underpin that vision and by which they want to be recognised. All goals are underpinned by specific targets that are measurable Goals common across all departmentsDepartment specific goals adeccogroupuk.co. uk
- 16. Where did we start ? adeccogroupuk.co. uk Talent Agenda Genuine desire to create a special place to work Need to deliver greater results GPTW feedback Department Goals and Vision Agenda to promote a consistent & honest dialogue
- 18. What was the ObjectivesWe Set adeccogroupuk.co.uk 1 2 3 Understand what ‘Up your service’ means for us. Identify where Adecco is and what this means for all stakeholders Deliver how we can move to the next level
- 19. Why is customer service important? • Sense of purpose • Right behavior = motivating people to achieve a shared • Customer service is a differentiator • A Superior Service Culture = Sustainable Competitive Advantage adeccogroupuk.co.uk
- 20. Would you remember this guy? adeccogroupuk.co.uk
- 21. Ron Kaufman • Author • Speaker • Consultant • MasterTrainer • Curriculum Developer … and passionate about Uplifting Service Culture adeccogroupuk.co.uk
- 22. Step UP to a higher level of services! adeccogroupuk.co.uk
- 23. Step UP to a higher level of services! adeccogroupuk.co.uk
- 24. Step UP to a higher level of services! adeccogroupuk.co.uk
- 25. Step UP to a higher level of services! adeccogroupuk.co.uk
- 26. Step UP to a higher level of services! adeccogroupuk.co.uk
- 27. Step UP to a higher level of services! adeccogroupuk.co.uk
- 28. Step UP to a higher level of services! adeccogroupuk.co.uk
- 29. How bad can customer service get? adeccogroupuk.co.uk
- 30. • What did you notice? • How did the customers feel? • Anything Like this inYourTeams? • Do you remember criminal behaviour more than basic? adeccogroupuk.co.uk
- 31. Step UP to a higher level of services! What action can YOU take to Step UP? adeccogroupuk.co.uk
- 32. Excellence is a moving target. Excellence is takingthe nextstep UP! adeccogroupuk.co.uk
- 35. Perception Points: Face to Face adeccogroupuk.co.uk
- 36. Perception Points: Over the phone adeccogroupuk.co.uk
- 39. adeccogroupuk.co.uk On the phone Email confirmation Timeliness The reception Greeting Name cards Agenda for the meeting Appearance and posture Presentations Follow up Closing the meeting Take your time Content of meeting Communication skills
- 40. Perception Points • Apply this to your job. • Identify one point where you can Step UP! adeccogroupuk.co.uk
- 41. Action steps that can create more VALUE. But different customers value different things. adeccogroupuk.co.uk
- 42. Four Different Categories of Value adeccogroupuk.co.uk
- 43. adeccogroupuk.co.uk Voice of the customer The legal team communicates in a manner that seems to want to stop agreements with clients being reached, they seem to proactively look at contracts and look at how why we won't agree to them. They rarely explain when their comments on clients contracts are Definately seen and felt an improvement, but still a way to go with internal comms and client relations I think the PMO makes us approach projects more professionally and more joined up as a business Sign offs for replacement staff take too long meaning candidates are lost I don't think they are even nearly in the place where they can help us define our brand values or help us communicate these to the market.” Always available to support my brand with the information and where issues arise, always on hand to assist in resolution and suggestions to mitigate future issues arising. Superb Marketing Partner for my brand - positive, proactive, wants to know the business and make a difference. Communication and planning could still be improved. Whilst the legal team continue to struggle with team size and bandwidth, they have a strong graasp of the world of Managed Services (particularly Meera, Kash, Neelam and Amr) and always go the extra mile to meet deadlines and support business challenges. Where they have the bandwidth (which is sadly rare) they are proactive with contract renewals and improvements to our engagement models. Very proactive which has seen a marked decline in our outstanding debt profile over the past 12- 18months....excellent work.
- 44. High Performing Team – Customer Service It’s all within our control to make the difference! adeccogroupuk.co.uk