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
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.
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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
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
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
