Above and BeyondAbove and Beyond

‘Give us your employees for 90 days and we’ll give them back their soul’

The 90 Day Employee Inspiration Programme

Where we’re at todayWhere we’re at today

► Recession has meant that low morale is Recession has meant that low morale is becoming the default setting for many becoming the default setting for many employeesemployees

► Personal growth and job satisfaction has Personal growth and job satisfaction has decreased, reducing feelings of fulfilment decreased, reducing feelings of fulfilment through workthrough work

► Work should go back to being a mission, Work should go back to being a mission, an adventure and something to be an adventure and something to be looked forward tolooked forward to

► ‘‘I used to get butterflies when I walked I used to get butterflies when I walked into work, but that seems a long time into work, but that seems a long time ago now.’ ago now.’

Why this is SO importantWhy this is SO important► You’ve done brilliantly innovating You’ve done brilliantly innovating

your products and proposition – your products and proposition – consider now doing the same with consider now doing the same with your employeesyour employees

► Become an extraordinary Become an extraordinary employer. Spend time and take employer. Spend time and take pride in how different your pride in how different your employees experience is employees experience is

► Be entrepreneurial when thinking Be entrepreneurial when thinking about your team’s working life – about your team’s working life – how can you get that buzz back?how can you get that buzz back?

► Yes we all go to work to make Yes we all go to work to make money but there’s so much more money but there’s so much more to our motivations than thatto our motivations than that

‘I’m worried that my staff might not be in the right place at the moment and morale is low. I need them to be ready when the upturn arrives.’

The Price of doing nothing…The Price of doing nothing… The Chartered Institute of Personnel and Development (CIPD) has The Chartered Institute of Personnel and Development (CIPD) has

shown that losing an employee of one year’s service will cost the shown that losing an employee of one year’s service will cost the equivalent of that person’s basic salary to replace.equivalent of that person’s basic salary to replace.

If you include the cost of recruitment, loss of productivity, morale/team If you include the cost of recruitment, loss of productivity, morale/team focus – as well as required training time and lost opportunity costs, focus – as well as required training time and lost opportunity costs, you are quickly into the millions of pounds for voluntary attrition alone.you are quickly into the millions of pounds for voluntary attrition alone.

For example if you have 200 employees with a 15% voluntary attrition, For example if you have 200 employees with a 15% voluntary attrition, that’s 30 people leaving in one year. If the average salary is £40,000, that’s 30 people leaving in one year. If the average salary is £40,000, then the cost of attrition is £1,200,000 for that year alone.then the cost of attrition is £1,200,000 for that year alone.

The New War on Talent is about to kick off in Q1 2010 with an The New War on Talent is about to kick off in Q1 2010 with an estimated 60% of employees looking for a new experience at a time estimated 60% of employees looking for a new experience at a time when recruitment firms are more desperate than ever.when recruitment firms are more desperate than ever.

If you’re not addressing ways to keep people engaged and excited, we If you’re not addressing ways to keep people engaged and excited, we guarantee someone else is. guarantee someone else is.

Thought of the day…Thought of the day…

►In a world where business is more interested in In a world where business is more interested in bestbest practice rather than practice rather than differentdifferent practice, is it practice, is it any wonder that employees’ working any wonder that employees’ working experiences are all starting to look the same?experiences are all starting to look the same?

Guaranteeing discretionary effortGuaranteeing discretionary effort

► We believe your employees are your We believe your employees are your single most valuable assetsingle most valuable asset

► We know what the contract says an We know what the contract says an employee should be doing. But how employee should be doing. But how do we get £1.20 worth of value out do we get £1.20 worth of value out of every £1 you spend on salaries?of every £1 you spend on salaries?

► The Above and Beyond programme The Above and Beyond programme will dramatically enhance employee will dramatically enhance employee engagement, communication and engagement, communication and motivationmotivation

► Ever worked for a truly inspirational Ever worked for a truly inspirational organisation? How did that feel?organisation? How did that feel?

10% nature, 90% nurture10% nature, 90% nurture

► Over the next 90 days, we’ll introduce Over the next 90 days, we’ll introduce our tried and tested programme to our tried and tested programme to create a new, engaged Corporate create a new, engaged Corporate Community within your organisationCommunity within your organisation

► We’ll also train the trainer to maintain We’ll also train the trainer to maintain these key changes beyond the 90 days these key changes beyond the 90 days and monitor their progressand monitor their progress

► You’ll see a fast, tangible change in You’ll see a fast, tangible change in employee morale and confidenceemployee morale and confidence

► Happy employees mean happy Happy employees mean happy customerscustomers

“I care about the job, of course.

But mostly I want to be inspired”

The inspired Corporate CommunityThe inspired Corporate Community

Click on the info buttons to the left of each chapter to find out more.

At the end of a chapter you’ll see a home button which will return you to this menu screen

‘

First things first

Taking the corporate temperature

A better place to work

Awesome communications

Bringing back the butterflies

Create a Recognition Tradition

Inspiring Sales

Remembering that this is fun

Confusion Lost, Identity Found Total Reward

The Brand Promise

Employee Identity

Innovative Inductions

The Intranet & Benefits

Emergency Help

Every great journey…

Taking the corporate temperatureTaking the corporate temperature

► What does your team What does your team reallyreally think about the organisation?think about the organisation?

► Are there issues common to Are there issues common to a number of people?a number of people?

► How would How would theythey go about go about making inspired changes?making inspired changes?

► Is it possible they have all Is it possible they have all the ideas already?the ideas already?

One on Ones…phase 1One on Ones…phase 1► We’ll conduct some top down and We’ll conduct some top down and

bottom up one to one’s and ask some bottom up one to one’s and ask some interesting questions like:interesting questions like:

How have the last twelve months been?How have the last twelve months been?

Are you still fully engaged?Are you still fully engaged?

Does this job give you butterflies like it Does this job give you butterflies like it used to?used to?

If you were in charge what’s the first If you were in charge what’s the first thing you’d change?thing you’d change?

• Most importantly of all, we’ll Most importantly of all, we’ll listenlisten to to the feedbackthe feedback

Team Meetings…phase 2Team Meetings…phase 2

► We run a number of strategies We run a number of strategies here including:here including:

The Carlsberg TestThe Carlsberg Test The GreenhouseThe Greenhouse The seven habits of highly The seven habits of highly

motivated peoplemotivated people Draw how you feelDraw how you feel

► The key is, no idea is too The key is, no idea is too stupidstupid

► Again we’ll LISTENAgain we’ll LISTEN

And in parallel…phase 3And in parallel…phase 3

► We’ll conduct a confidential We’ll conduct a confidential online employee survey to online employee survey to establish where pain is being feltestablish where pain is being felt

► Financial prizes will be offered Financial prizes will be offered for all good ideas adoptedfor all good ideas adopted

► All three phases should be All three phases should be completed by week 4completed by week 4

And then crucially, take actionAnd then crucially, take action

► We’ll collate all the survey results We’ll collate all the survey results and ask you to review them as an and ask you to review them as an urgent agenda item at the next urgent agenda item at the next Board meetingBoard meeting

► Where improvements can be made Where improvements can be made we’ll divide them into 1, 3 and 6 we’ll divide them into 1, 3 and 6 month delivery timesmonth delivery times

► The quick and easy wins should be The quick and easy wins should be instantly implemented to give the instantly implemented to give the process credibilityprocess credibility

► You’ll announce the one, three and You’ll announce the one, three and six month deliverables at your first six month deliverables at your first Quarterly Performance Review (for Quarterly Performance Review (for more, see later) more, see later)

Time for a Breath of Fresh Air?Time for a Breath of Fresh Air?

► A common response from employee A common response from employee surveys is frustration with an untidy surveys is frustration with an untidy officeoffice

► Familiarity breeds contempt – Familiarity breeds contempt – “nothing’s changed in my working “nothing’s changed in my working environment for ages”environment for ages”

► What easy steps could quickly and What easy steps could quickly and easily be taken to improve it?easily be taken to improve it?

An example An example TeamTeam ‘Breath of Fresh’ Air strategy ‘Breath of Fresh’ Air strategy

► Using the ‘Carlsberg’ data we’ll:Using the ‘Carlsberg’ data we’ll:

Move team desks aroundMove team desks around Decorate the office to reflect the brand promise/corporate valuesDecorate the office to reflect the brand promise/corporate values Bring flowers to workBring flowers to work Improve the lighting (especially in winter)Improve the lighting (especially in winter) Demand a clear desk policy – file it or bin it. Empty PodsDemand a clear desk policy – file it or bin it. Empty Pods Refresh the vending machines with better, healthier productsRefresh the vending machines with better, healthier products Have free fresh fruit delivered every weekHave free fresh fruit delivered every week Ask the sandwich lady to bring healthier options – salads for exampleAsk the sandwich lady to bring healthier options – salads for example Do a sponsored diet - £ for pound coming from the companyDo a sponsored diet - £ for pound coming from the company Raise money for something specific (a guide dog, horse for the disabled)Raise money for something specific (a guide dog, horse for the disabled) Adopt end of week team meetings to review progressAdopt end of week team meetings to review progress

An example personal ‘Breath of Fresh’ Air strategyAn example personal ‘Breath of Fresh’ Air strategy

► Using the Wheel experience data I’ll:Using the Wheel experience data I’ll:

Come to work a different way – it brings amazing freshnessCome to work a different way – it brings amazing freshness Car share with a colleague one Friday - discuss their working experienceCar share with a colleague one Friday - discuss their working experience Read a newspaper every day and change the title if needs beRead a newspaper every day and change the title if needs be Listen to Radio 4 in the car and get an opinion on the worldListen to Radio 4 in the car and get an opinion on the world Get a monthly lunch with someone from elsewhere in the business and Get a monthly lunch with someone from elsewhere in the business and

ask them what they’re working onask them what they’re working on Go for a 20 minute walk each lunch time and breath!Go for a 20 minute walk each lunch time and breath! Reinvent my job spec – what else can I add to the company like creating Reinvent my job spec – what else can I add to the company like creating

a Sports/Social club or finding out who else likes rugbya Sports/Social club or finding out who else likes rugby Think about what interests and skills I use at the w/e that might be Think about what interests and skills I use at the w/e that might be

useful hereuseful here Organise my team to do something different one afternoon – get a two Organise my team to do something different one afternoon – get a two

week tattoo, play bingo with pensioners, do a Reiki classweek tattoo, play bingo with pensioners, do a Reiki class Get the team in the pub one evening and compare notesGet the team in the pub one evening and compare notes Do all this to create a Do all this to create a freshness reservefreshness reserve

Do your people know where they’re headed?Do your people know where they’re headed?

► Surveys suggest employees Surveys suggest employees don’t feel trusted with the truthdon’t feel trusted with the truth

► Recent redundancies has only Recent redundancies has only enhanced thisenhanced this

► Increased suspicion of the Increased suspicion of the Management teamManagement team

► Easily solvable because Easily solvable because normally this is caused by a normally this is caused by a lack of effective communicationlack of effective communication

Communication - the heart of your Communication - the heart of your company’s DNAcompany’s DNA

► Insist on a culture of Insist on a culture of openness and honesty across openness and honesty across the companythe company

► Establish an open door policy Establish an open door policy and work regularly amongst and work regularly amongst the rest of the teamthe rest of the team

► Board led, the company must Board led, the company must become communications become communications expertsexperts

► Here’s a few ways how…Here’s a few ways how…

Communicate, communicate…you get the pointCommunicate, communicate…you get the point

► Introduce Quarterly Performance Reviews and Company Report CardsIntroduce Quarterly Performance Reviews and Company Report Cards ► Use everything; the Intranet, desk drops, internal newsletters and all Use everything; the Intranet, desk drops, internal newsletters and all

wall space including bathrooms!wall space including bathrooms!

► Introduce breakfast clubs, lunch and learns and pizza/beer eveningsIntroduce breakfast clubs, lunch and learns and pizza/beer evenings

Introduction through InductionIntroduction through Induction► How good is your induction How good is your induction

programme?programme?

► Does it properly introduce Does it properly introduce and reinforce your brand and reinforce your brand promise?promise?

► Do new people take too long Do new people take too long to integrate or do they hit to integrate or do they hit the ground running?the ground running?

► Do HR and line managers Do HR and line managers end up fielding all the end up fielding all the questions? questions?

Your first chance to make a great Your first chance to make a great impression – Induction Dayimpression – Induction Day

► New joiners attend within one month of start dateNew joiners attend within one month of start date► Include the Include the corporate story corporate story - get the Directors to host- get the Directors to host► Must be fun, informative and fully interactiveMust be fun, informative and fully interactive► Create a comprehensive buddy system Create a comprehensive buddy system ► Rerun the induction for long term employees Rerun the induction for long term employees

Employee Identity…who are you?Employee Identity…who are you?

► You’ve spent a fortune on You’ve spent a fortune on establishing your corporate establishing your corporate identity for your identity for your customers…customers…

► But your employees have But your employees have an identity tooan identity too

► Another quick win and Another quick win and universally popularuniversally popular

Confusion lost…Identity foundConfusion lost…Identity found

► Provide a company Provide a company uniform – polos, button uniform – polos, button downs, fleeces and/or downs, fleeces and/or laptop bagslaptop bags

► It provides an instant It provides an instant sense of belongingsense of belonging

► Takes away decision Takes away decision making – always smart making – always smart casual and ready for workcasual and ready for work

► Free local advertising Free local advertising around townaround town

Say thank you – it’s totally free of chargeSay thank you – it’s totally free of charge

► Employees increasingly feel Employees increasingly feel they are being taken for they are being taken for granted, especially nowgranted, especially now

► When was the last time you When was the last time you stopped to thank a colleague stopped to thank a colleague for a job well donefor a job well done

► Shouldn’t there be some way to Shouldn’t there be some way to nominate corporate heroes?nominate corporate heroes?

► What sort of recognition What sort of recognition process do you have in place?process do you have in place?

Create a Recognition TraditionCreate a Recognition Tradition

► Introduce an Employee Introduce an Employee Recognition Programme and Recognition Programme and get team members to get team members to nominate colleagues onlinenominate colleagues online

► Have quarterly top performers Have quarterly top performers dinners for people across the dinners for people across the businessbusiness

► Run a great sales convention Run a great sales convention and invite top non sales and invite top non sales people toopeople too

► Include an awards section in Include an awards section in the QPR’s – recognise staff the QPR’s – recognise staff publicly publicly

This was supposed to be fun!This was supposed to be fun!

► A long year of cost removal, A long year of cost removal, headcount reduction, unfilled headcount reduction, unfilled vacancies and frozen payvacancies and frozen pay

► Morale is weaker, job satisfaction Morale is weaker, job satisfaction down. ‘This used to be a fun down. ‘This used to be a fun place to work.’place to work.’

► But confidence is returning – the But confidence is returning – the Credit Crunch TailCredit Crunch Tail

► Employee Engagement is ready Employee Engagement is ready for lift offfor lift off

Get your team feeling good again!Get your team feeling good again!► Become famous for the parties Become famous for the parties

you throw for employees. A great you throw for employees. A great local recruitment toollocal recruitment tool

► Back a local charity and get Back a local charity and get employees to run/swim/diet to employees to run/swim/diet to raise fundsraise funds

► Get involved in Comic Get involved in Comic Relief/Children in Need - provides Relief/Children in Need - provides a tremendous feeling of teama tremendous feeling of team

► Keep a running total of money Keep a running total of money raised on the Intranetraised on the Intranet

► Raise money for something Raise money for something importantimportant

Treasure and protect your assetsTreasure and protect your assets► Sometimes things go Sometimes things go

wrong that are totally out wrong that are totally out of our controlof our control

► Does your team know you Does your team know you could be there to help?could be there to help?

► What support would you What support would you want to offer/bringwant to offer/bring

► Here are some ideas…Here are some ideas…

We’d like to be the first call you makeWe’d like to be the first call you make

► Establish a confidential Establish a confidential employee helplineemployee helpline

► Offer a ‘no questions Offer a ‘no questions asked’ £1000 emergency asked’ £1000 emergency loan to all staffloan to all staff

► Ensure your benefits Ensure your benefits package matches package matches employee needs – we’ll employee needs – we’ll review it for youreview it for you

The Brand PromiseThe Brand Promise► You’ve spent time developing You’ve spent time developing

a corporate mission statement a corporate mission statement including your vision and including your vision and valuesvalues

► It’s now time to establish a It’s now time to establish a brand promise for your brand promise for your customers, partners and customers, partners and employees to ensure loyalty employees to ensure loyalty and give you an advantageand give you an advantage

► So what’s a brand promise?So what’s a brand promise?

The Brand PromiseThe Brand Promise► A brand promise is a promise your entire A brand promise is a promise your entire

company can keepcompany can keep

► What promises do your customers want What promises do your customers want companies like yours to make using the companies like yours to make using the products, processes and people in your products, processes and people in your organisation?organisation?

► Look at your competition. What promise Look at your competition. What promise would give you the best competitive would give you the best competitive advantage? Here are some other advantage? Here are some other examplesexamples

► This is the promise you then make and This is the promise you then make and keep in every marketing activity, every keep in every marketing activity, every action, every corporate decision and every action, every corporate decision and every customer interactioncustomer interaction

► The promise drives budgets and stops The promise drives budgets and stops arguments – the team need to be rewarded arguments – the team need to be rewarded depending on their commitment to itdepending on their commitment to it

Make it part of the corporate DNAMake it part of the corporate DNA

► It’s now crucial your team eat, drink and sleep this Brand PromiseIt’s now crucial your team eat, drink and sleep this Brand Promise

► This plus your mission, vision and values statement must be taught, This plus your mission, vision and values statement must be taught, advertised and promoted everywhereadvertised and promoted everywhere

► All personal objectives and KPI’s must be aligned to keeping this All personal objectives and KPI’s must be aligned to keeping this promisepromise

► Here’s a great idea for checking how well your employees know and Here’s a great idea for checking how well your employees know and understand it? understand it?

Introducing Pitch IdolIntroducing Pitch Idol

► Hand in hand with Marketing we’ll Hand in hand with Marketing we’ll write a one minute elevator pitch write a one minute elevator pitch spelling out what the brand promise spelling out what the brand promise meansmeans

► We’ll also incorporate the We’ll also incorporate the company’s mission statement, company’s mission statement, vision and valuesvision and values

► We’ll then introduce Pitch Idol to We’ll then introduce Pitch Idol to the business and lots of team the business and lots of team members to entermembers to enter

► The winner gets a seriously nice The winner gets a seriously nice prize & award at the QPRprize & award at the QPR

The Intranet & BenefitsThe Intranet & Benefits

► You probably designed the You probably designed the Intranet to look something Intranet to look something like this back in the daylike this back in the day

► Intranets now need a Intranets now need a refresh and a new purposerefresh and a new purpose

► Employee handbooks are Employee handbooks are similarly wordy and similarly wordy and cumbersomecumbersome

► Employees still don’t Employees still don’t understand their benefits understand their benefits packagepackage

Online Employee Benefits and the IntranetOnline Employee Benefits and the Intranet

► We’ll refresh the Intranet and let it take the strainWe’ll refresh the Intranet and let it take the strain► We’ll review the Benefits and check their relevancyWe’ll review the Benefits and check their relevancy► Benefits should then be put online with each employee Benefits should then be put online with each employee

having a clearly visible Total Rewards Statementhaving a clearly visible Total Rewards Statement

Inspiring the Sales TeamInspiring the Sales Team

► At the end of the day Sales At the end of the day Sales is the engine room of your is the engine room of your organisationorganisation

► Properly motivated, the Properly motivated, the sky is the limit in terms of sky is the limit in terms of resultsresults

► A driven and enthused A driven and enthused sales team pays for its sales team pays for its own incentivesown incentives

Sales MotivationSales Motivation

► Run a six monthly sales Run a six monthly sales convention and reward all convention and reward all who achieve target plus who achieve target plus 10%. Money must be 10%. Money must be spent here.spent here.

► Destinations for the Destinations for the convention could include convention could include Val d’Isere, Barcelona or Val d’Isere, Barcelona or MonacoMonaco

► Make the trips legendaryMake the trips legendary

► Run sales incentives in Run sales incentives in parallel – such as ‘Thanks parallel – such as ‘Thanks a Million’a Million’

We know it’s a daunting task but every We know it’s a daunting task but every great journey starts with a single stepgreat journey starts with a single step

► Let’s start where it hurts Let’s start where it hurts the most the most

► Above and Beyond can Above and Beyond can be run in any order and be run in any order and over any timescaleover any timescale

► Where would you like us Where would you like us to begin?to begin?

► Applause and questionsApplause and questions

The Carlsberg TestThe Carlsberg Test

► A simple concept. If Carlsberg designed your A simple concept. If Carlsberg designed your office, how would it look? Let’s draw it on the office, how would it look? Let’s draw it on the whiteboard.whiteboard.

► We’ve had so many ideas from world class technology, Wii’s and top of the We’ve had so many ideas from world class technology, Wii’s and top of the range plasmas, to views of a harbour, free cold drinks fridges and range plasmas, to views of a harbour, free cold drinks fridges and permanently stocked healthy food platters permanently stocked healthy food platters

► All of this is gold dust though, particularly when we come to Environment All of this is gold dust though, particularly when we come to Environment change laterchange later

The Greenhouse

Question:What would it feel like to work in a highly motivated office?

Butterflies Back!

Highly Motivated

One in, all in

Innovative and Fun

Excited by the challenge

Proud of the company

Standard office hours ignored

High energy

Unified goals & purpose

Creativity encouraged and rewarded

Referable to friends

A fresh approach

Job roles are expandable

Brand PromisesBrand Promises

► Ritz Carlton – Ladies and Gentlemen serving Ladies and GentlemenRitz Carlton – Ladies and Gentlemen serving Ladies and Gentlemen► John Lewis – Never knowingly undersoldJohn Lewis – Never knowingly undersold► Volvo – Safety first, alwaysVolvo – Safety first, always► Disney – Create happinessDisney – Create happiness► Nike – Just do itNike – Just do it► Coke – Refresh the world in mind, body and spiritCoke – Refresh the world in mind, body and spirit