Tools, best practice and Tools, best practice and mentoringmentoring
To build a High performance OrganizationTo build a High performance Organization
You are either building You are either building or destroying value!or destroying value!•You invest in the business and need to You invest in the business and need to
quantify the returnsquantify the returns
““There is only one profit centre There is only one profit centre and that is the customer.”and that is the customer.”
““The purpose of a business is to The purpose of a business is to create and keep a customer” create and keep a customer”
ANDAND
This is absolutely keyThis is absolutely key
Thank you Peter Thank you Peter DruckerDrucker
Activity must be directed towards building Activity must be directed towards building customer valuecustomer value
Activity based Activity based costingcosting
Will provide basis Will provide basis for Lifetime Value for Lifetime Value tracking – we have tracking – we have
Acorn Financial Acorn Financial Solutions to create Solutions to create
the modelsthe models
The steps to deliver value within The steps to deliver value within the organizationthe organization
Because this is the outcome you Because this is the outcome you wantwant
The required outcome – that leads to The required outcome – that leads to increased value for all stakeholdersincreased value for all stakeholders
The more for less modelThe more for less model
Sustained Com
petitive Com
petitive A
dvantage
want to “Sell more for less cost?” want to “Sell more for less cost?”
Acquire new and more profitable customers
Increase revenue and profitability from existing customers
Increase customer loyalty and increase relationship durations
Increase brand value and align with customer experience
Unify customer experience across touchpoints
Match experience promised with experience received
Improve productivity and ROI in marketing, sales and service
Reduce overall costs of customer acquisition and retention
Simplify processes and technology infrastructure
Decrease time to market for new products and services
Reduce frictional costs of transactions
Reduce fulfilment errors
Return onCustomer
Relationships($)
Investment inCustomer
Relationships
($)
Increase Revenues
Direct Revenue Impact
Indirect Revenue Impact
Reduce Costs
Direct Cost Reduction
Indirect Cost Reduction
Increase Profitability
($)
Characteristics and outcomes of a Characteristics and outcomes of a High Performance OrganizationHigh Performance Organization
This is what we deliver as capabilityThis is what we deliver as capability
People drive performance not the People drive performance not the processes or the organization!processes or the organization!
The Vision and The Vision and Purpose is key Purpose is key to energizing to energizing and aligning and aligning your PEOPLEyour PEOPLE
Leadership componentsLeadership components
VisionVisionVisionVision
DecisionDecisionMakingMaking
Str
ate
gy
Str
ate
gy
Str
ate
gy
Str
ate
gy
InnovationInnovationInnovationInnovation
Change
Change
Change
Change
The High Performance Organization The High Performance Organization ModelModel
InterdependenInterdependenciescies
InterdependenInterdependenciescies
Vision Vision & &
PurposePurpose
Vision Vision & &
PurposePurpose
LeadershLeadershipip
LeadershLeadershipip
CustomeCustomer r
AlignmeAlignment/nt/
StrategiStrategieses
CustomeCustomer r
AlignmeAlignment/nt/
StrategiStrategieses
ProcesseProcesses & s &
StructurStructuree
ProcesseProcesses & s &
StructurStructuree
Values Values & Belief& BeliefValues Values & Belief& Belief
Building a High Performance Building a High Performance Working EnvironmentWorking Environment
VisionVision OrgOrgGoalsGoals
Measurement &Measurement &PerformancePerformance
KPI’sKPI’s
OrganizationOrganization/ Structure/ Structure
TechnologyTechnologyCustomer Customer AlignmentAlignment
Projects Projects & Change & Change
Man.Man.
RecruitmentRecruitment&&
Human CapHuman CapDev.Dev.
Financial &Financial &MarketMarket
PerformancePerformance
Key inputsKey inputs Key outputsKey outputs
Aligning and optimizing the Aligning and optimizing the operating framework & operating framework &
infrastructureinfrastructure
FinanceFinance Logistics/Logistics/OperationsOperationsHRHR KnowledgeKnowledge
ManagementManagement TechnologyTechnology
Research &Research &ProductProduct
DevelopmentDevelopmentMarketingMarketing SalesSales
ChannelChannelDevelopmentDevelopment
& & ManagementManagement
ServiceService
…….To create and deliver VALUE.To create and deliver VALUE
High Performance Organization (HPO) High Performance Organization (HPO) capabilitiescapabilities
• Corporate Vision & ValuesCorporate Vision & Values
• RecruitmentRecruitment
• HRHR
• Training & DevelopmentTraining & Development
• Trust & CommunicationTrust & Communication
• InnovationInnovation & Creativity & Creativity
• ChangeChange
• Empowerment Empowerment
• DelegationDelegation
• QualityQuality
• Knowledge ManagementKnowledge Management
• Customer & Market strategiesCustomer & Market strategies
• Alignment – Customer/Brand/Employee and OperationsAlignment – Customer/Brand/Employee and Operations
• Measurement/MetricsMeasurement/Metrics
Examples of our ready made Examples of our ready made tools & performance tools & performance
solutionssolutions
Creating the VisionCreating the Vision
Using visualization toolsUsing visualization tools
REAP ModelingREAP Modeling
New Customers / Yr
2278
31338185
139145454469
3,9713,882
61,08059,71315,81915,115
65
Total81,59079,459
1,545,321-3%
100%1,545,321
WIN
53%
Annual Loss Rate Dormancy Rate
0.0% 0.0%0.0% 0.0%0.6% 0.4%0.6% 0.4%1.3% 0.9%1.2% 0.9%1.1% 0.2%1.0% 0.2%1.3% 0.4%1.3% 0.3%1.4% 0.3%1.3% 0.3%2.9% 0.6%2.7% 0.5%5.6% 17.5%5.2% 16.6%
85.1% 26.1%80.4% 24.8%
3.3% 0.7%3.5% 0.7%
Average Average14.5% 15.7%13.7% 15.0%
894,982 1,166,1866% 5%
100% 100%894,982 1,166,186
KEEP
42%
Avg Funds in bank
Avg Finance provided
Avg number of products
87,020,101.00 13,782,396.00 2.9788,470,436.02 13,984,107.11 2.99
7,982,962.00 1,968,567.00 2.818,049,486.68 2,026,393.66 2.832,795,400.00 1,130,034.00 2.692,795,400.00 1,197,702.73 2.711,281,497.00 406,124.00 2.851,292,176.14 424,082.30 2.87
506,572.00 167,955.00 2.92515,014.87 175,381.76 2.94250,861.00 91,577.00 2.71255,042.02 95,626.42 2.72106,990.00 24,437.00 2.22108,773.17 25,882.86 2.23
7,832.00 345.00 1.248,160.51 377.59 1.25
93.00 416.00 1.1297.70 442.49 1.14
131,941.00 777,509.00 2.24134,140.02 777,509.00 2.30Average Average Average46,590.95 13,058.20 1.4147,370.25 13,649.04 1.43
11,711,447 25,694,712 9,803,7562% 5% 1%
100% 100% 100%11,711,447 25,694,712 9,803,756
DEVELOP
46%
Avg Cost to Serve
13,824.013,824.0
9,735.09,735.05,774.05,774.03,375.03,332.81,893.01,869.31,205.01,189.9
746.0727.4288.0271.4272.0256.4
2,430.02,105.4
Average411.8394.7
16,136,0254%
100%16,136,025
COSTS
45%
66,952,4266,952,4299
Track the 3 Internal Measures that Track the 3 Internal Measures that mattermatter
BeginnerBeginner
MaturingMaturing
MatureMature
ExpertExpert
LeaderLeader
00
2525
5050
100100
7575
00
2525
5500
100100
7575
Organizational Diagnostic and Organizational Diagnostic and Assessment Center (ODAC)Assessment Center (ODAC)
Example of team performance diagnosticsExample of team performance diagnostics
Learning and Development Learning and Development Center is a state-of-the-art Center is a state-of-the-art
platform delivering powerful and platform delivering powerful and effective learner resources that effective learner resources that
increase enterprise increase enterprise performance.performance.
More than 100 best More than 100 best practice guides, plus practice guides, plus
workbooksworkbooks
Learning & Development Centre - Learning & Development Centre - knowledgebaseknowledgebase
Learning & development Learning & development on the desktop – measure on the desktop – measure performance changes via performance changes via
the online toolsthe online tools
Moments of truth mappingMoments of truth mapping
Journey Mapping customer Journey Mapping customer experiences experiences
Monitor and Track Improvements via Monitor and Track Improvements via Dashboards & ScorecardsDashboards & Scorecards
Coaching & mentoring “C Suite” from Coaching & mentoring “C Suite” from global experts global experts
Dr Costas KonisDr Costas Konis
Neil WestonNeil Weston
Michael WaltersMichael Walters
Naveed SyedNaveed Syed
These are samples from our very extensiveThese are samples from our very extensiveDatabase of consultants & associates Database of consultants & associates
Contact detailsContact details
Tel. +357 99697484Tel. +357 99697484 +357 96527335+357 96527335Fax. +357 22488088Fax. +357 22488088Email: Email: [email protected]@innovageconsulting.com [email protected]@transformanceinc.com
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