How can you make your organization better? Using simple HR tools learn how to make your organization an employer of choice

1. Building Organizational
Capacity: Focus on Results,
Focus on Staff, and Focus on
Your Customers Workshop
Presented by Lisa Peckham, Associate,
CG Hylton & Associates Inc.
Sept. 17, 2010
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2. Introduction
 Lisa Peckham: Lisa@hylton.ca
◦ Over 10 years experience
◦ Presented at other Infonex Conferences
 CG Hylton & Associates Inc.
◦ EAP
◦ Group or Individual benefits
◦ CustomCare
◦ Human Resource Consultants
◦ First Nation Consultants
◦ Insurance
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3. Agenda
 Introductions!
 What is Building on Organizational
Capacity?
 3 steps:
◦ Focus on the customers
◦ Focus on the employees
◦ Focus on the results
 Tie it all together understand how it all
fits!
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4. Do you have any workplace
issues we can try and solve for
you in this session?
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5. Organization
 An entity of a group of people striving
towards a goal or to achieve a
purpose
◦ What is your organization‟s purpose?
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6.  Who do we have in the room please?
 First Nations
 Metis
 Innuit
 Not for profits?
 Gov‟t
 Private Sector
 Health and Education?
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7. What is Organizational
Capacity Building??
 The ability of an organization to use its
resources to run effectively
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8. Exercise: What are some of
the important resources in
your company?
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9. Rank the resources
Your number 1
resource
should be your
staff!
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10. Rank the Resources
 Peopleare one of the most
important resources a
company has
 Holding
onto those good
employees is an important goal
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11. Rank the Resources
 The right person/people can
increase productivity!
◦ help to create a healthy & friendly
working environment
◦ increase motivation in the
workplace
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12. Focus on Staff
 People are the most important
resource
 The Goal: retain the good quality
workers
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13. Focus on Staff
How do I do that?
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14. Focus on Staff
 In order to keep good employees
companies need to give back to them
for their good work
 Have you heard of the “Push” or the
“Pull” Theory?
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15. Pushes
 Salary is too low
 Benefit package not adequate
 Job insecurity
 Commute distance or time
investment is too demanding
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16. Pushes
 Lack of accommodation for family or
medical issues
 A person‟s immediate manager is not
meeting the employee‟s needs
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17. Pull
 Employee becomes aware of a
terrific job that offers more in terms of
salary, benefits, job security, prestige,
meaningful responsibilities, etc.
 Family issues call for a change in
location
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18. Pull
 The employee has a strong desire
to change geographic location for
reasons other than family
considerations
 A former manager of this employee
“recruits” the person to come work
with him or her
 Some combination of factors
creates an “offer/opportunity they
can‟t refuse” 18

19. Retaining Employees
 Find out if your employees are happy
with their job
 How do I find out?
◦ Survey your employees about Work
Satisfaction
◦ Survey or ask if your employees are
happy with their job
◦ Ask what you can do to improve their
happiness
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20. Retaining Employees
 There are other steps to take to
ensure a healthy and friendly work
place environment!!
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21. The Other Steps!
 Selection – job match
 Goal clarity and achievement
 Compensation
 Career development
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22. The Other Steps!
 Team effectiveness
 Job satisfaction
 Job security
 Recognition
 Professional growth
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23. Selection – Job Match
 Having the right job description helps
job seekers know what you are
looking for
 Interview: look for personality
 Anyone can be trained but only a
select few have the right “fit” for the
company
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24. Goal Clarity and
Achievement
 Make sure every employee
understands and knows the company
vision and mission statement
 Set goals for employees to achieve
◦ Ex. Meeting a monthly quota will reward
the employee with a $100 gift card
 Goals help to create motivation and
help employees stay on track
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25. Compensation
 Compensation is good incentive for
employees to stay with the company
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26. Compensation
 Examples
◦ Base Pay
◦ Commissions
◦ Overtime
◦ Pay Bonuses
◦ Profit Sharing
◦ Merit Pay Stock Options
◦ Travel/Meal/Housing Allowance Benefits
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27. Offer Health Benefits! A Healthy Employee is a happy
employee!
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28. Career Development
 It is important that employees
have the opportunity to grow and
move up the „ladder‟
 Creates motivation and sense of
achievement
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29. Career Development
 Examples
◦ More responsibility
◦ Moving into a more senior position
◦ Offering to pay for courses that help
them obtain more knowledge or a
designation (training allowance)
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30. Team Effectiveness
 Team Effectiveness
◦ Team work is an essential in the work
force
◦ Creates a sense of team effort and
increases cooperation in the work place
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31. Team Effectiveness
 What can you do to create a stronger
team in your workplace?
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32. Job Satisfaction
 Job Satisfaction
◦ Employee is happy with their employer,
their job, their co-workers
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33. Job Security
 Job Security
◦ Every single employee wants to be sure
that their job is still there the next day
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34. Recognition
 Employees want to be recognized for
their work and the effort they‟ve put in,
management needs to acknowledge
these efforts
 Examples: giving a turkey to
everyone on Christmas
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35. Retaining Employees
 It is important to have a system where
employees feel motivated and
satisfied
 This will allow the company to achieve
optimal work level
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36. Retaining Employees
 Allowing employees to have flexibility
when needed makes them feel like
the organization cares about them as
people and motivates employees to
give back to the employer
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37. Happy Staff…..
Means happy customers!
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38.  When employees are happy they
perform better and that means
customers receive quality service
 Better Performance = Better Customer
Service
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39. Focus on the Customers
 No matter what kind of business you
have, customers are what keep you in
business
 Pleasing and keeping clients happy
equals a successful company
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40. Guess!
 Why Customers Quit Your Company:
Customers die ___%
Relocation ___%
Develop other relationships with other
companies ___%
Leave for competitive reasons __%
Dissatisfied with product __%
Dissatisfied with customer service __%
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41. 68% Leave Because of Poor
Customer Service!
 More than half your business changes
to your competitor because of poor
service!
 People are brand loyal only if they
consistently receive good service
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42. What can we do?
 Fish Philosophy
◦ Teaches us 4 important steps that need to
be taken in order to have quality service
all the time
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43. Fish Philosophy
1. Play
2. Be There
3. Choose Your Attitude
4. Make Their Day
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44. Fish Philosophy – Play
 Enjoy and make it fun in your work
place (callers know if you‟re smiling
when you answer the phone)
 Having fun at your job makes time go
by fast
 Increases motivation!
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45. Fish Philosophy – Be There
 Don‟t let customers wait too long!
 If they‟re on hold – let them know
you‟ll be with them
 Be there every step of the way and
make sure they know how to reach
you
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46. Fish Philosophy – Choose
Your Attitude
 Positive attitudes are important! Be
Optimistic!
 First impressions are lasting
 Every request a customer makes is
important
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47. Fish Philosophy – Choose Your
Attitude
 Every customer should feel like they
have 100% of your attention
 Smile before answering the phone or
greeting a customer
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48. Fish Philosophy –
Make Their Day
 Do something extra to make a
customer‟s day!
 Go the extra mile
 If it‟s something you can do, then
make the effort to do it
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49. Role Play
 Groups of 3 or more
 Bad Service: 2 people – 1 person
plays the clerk who gives bad service
the other plays the customer
◦ What makes bad service bad?
◦ http://www.youtube.com/watch?v=lmFXTht
n014&feature=related
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50. Role Play
 Good Service: 2 people - 1 person
plays the clerk who gives good service
the other plays the customer
◦ What makes good service good?
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51. Focus on the Customer
 Good customer service will retain
customers and bad service drive
customers away
◦ 1 person will tell 5 of their friends and family
the bad experience they‟ve had
◦ 1 person may mention to someone the
great service they‟ve had
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52. Focus on the Customer
 FISH – use practices that motivate staff
to have fun, give extra, and have create
positive attitudes
◦ Result = great customer service
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53. Focus on the Results
 Make goals and reach them
 There are 3 kinds of goals to make
◦ Immediate
◦ Short term
◦ Long term
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54. Goals
 Immediate Goals
◦ Goals that can be achieved in a day,
week, or month
◦ Ex. Meeting a selling quota for the week
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55. Goals
 Short Term Goals
◦ Goals that can achieved in under 5 years
◦ Ex. Productivity levels met at a certain
point
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56. Goals
 Long Term Goals
◦ The long time objective the company
strives to continually obtain
◦ Ex. Being the number 1 choice for clients
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57. What are your goals?
 What are your own personal and
department goals?
 How do you plan or contribute to
reaching them?
 Brainstorm in a group and share the
goals
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58. The Result
 With excellent customer service and
happy employees (have an
appreciation day – celebrates
birthdays, events, etc), companies
have the necessary means to achieve
their objectives
 Increasing or improving your
organizational capacity will allow you
to become successful!
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59. Thank you for the
opportunity to meet today!
Tel 403 264 5288
lisa@hylton.ca
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60. CG Hylton - Services
 HR Consulting  Benefits, Pensions,
 Job Descriptions EAP
 Salary Grids  Strategic Planning
 Classification  Drug and Alcohol
System - free & programs
easy to  Dept re-orgs
understand  Leadership
(NOC) compensation
 Wellness at Work
 Staff Morale Tel 403 264 5288
 Training lisa@hylton.ca
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61. What is an
“Employer of Choice”?
 Any employer of any size in the public,
private or not-for-profit sector that
attracts, optimizes and retains top
talent… because the employees choose
to be there
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62. Which results in
 Employees choosing to work or
continue to work for your
organization… even when
presented with other and more
enticing employment
opportunities
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63. Where does salary stack up?
When an employee is considering a job,
what do they look for?
Any ideas?
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64. Where does salary stack up?
When an employee is considering a job,
what do they look for? 2003 data
1. Company policy
2. Company administration
3. Relationship with Supervisor
4. Working conditions
5. Salary
Source: August 2003 survey by the Society for Human Resource
Management (SHRM) and CareerJournal.com
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65. Ipsos 2007 Survey
 Top reason for staying in the job –
like the work, like the atmosphere
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66. IPSOS 2007 Survey Top 5 reasons for
staying in a job
1. like the work
2. like the co-workers
3. like the company
4. learning a lot
5. salary satisfaction
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67. What about 2009, has the
economy changed things?
 Any ideas?
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68. How do you treat staff?
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69. Our offer to you
 Please call if you have any HR, or
workplace issue that you are
overwhelmed with
 We can help you
 We also are pleased to do Free
Workshops for your organization (some
limits apply) Let us know what your
needs are and we will make it happen!
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70. CG Hylton - Services
 HR Consulting  Benefits, Pensions,
 Job Descriptions EAP
 Salary Grids  Strategic Planning
 Wellness at Work  Drug and Alcohol
programs
 Staff Morale
 Dept re-orgs
 Training and
Workshops  Leadership
compensation
Tel 403 264 5288
chris@hylton.ca
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