A. Dawn Lesh International A. Dawn Lesh International Taking Support Groups from Good to Great A. Dawn Lesh A. Dawn Lesh International Art & Science of Service Conference June 18, 2009

A. Dawn Lesh International A. Dawn Lesh International Background and Goal  My interest in quality and background in research started me on the quest to learn how to make service support groups successful  Goal: To share the secrets of success –Where to start if we want to lead a turnaround? –How can we become Good, Better and Great?

A. Dawn Lesh International A. Dawn Lesh International How Successful Are We? GradeOther Groups Rate You Your Group Rates You A to A- B+ to B- C+ to C- Lower

A. Dawn Lesh International A. Dawn Lesh International What Others Said GradeClient Ratings Self Ratings A to A- 30% 14% B+ to B C+ to C-3031 Lower 10 3

A. Dawn Lesh International A. Dawn Lesh International What Makes Some Groups Good and Others Great? A. Build Strong Structures B. Influence Business Decisions C. Provide Good Work GoodBetterGreat

A. Dawn Lesh International A. Dawn Lesh International Great Groups Do All Three Things Build Strong Structures Influence Business Decisions Provide Good Work Good Better Great

A. Dawn Lesh International A. Dawn Lesh International About Sherry  This case is about one market research group but it applies to all support groups including quality  After Sherry was hired to improve the department, she began by studying past research and talking to her “clients” to learn  What was important to them?  What they thought her group did well?  What they thought needed improvement?

A. Dawn Lesh International A. Dawn Lesh International Provide Good Work A. Do the Basics Flawlessly Flawlessly B. Analyze, Prepare, Implement and Report for Action C. Build Strong Client Relationships Good Groups Provide Good Work

A. Dawn Lesh International A. Dawn Lesh International Flawless basics are assumed and essential  They matter most if we fail to deliver  Dissatisfier 1.Begin by defining the project objectives VERY clearly  Use team or project charters  Specify goals, resources, champions, milestones, desired outcomes A. Do the Basics Flawlessly

A. Dawn Lesh International A. Dawn Lesh International 2.Use appropriate methodology  Clients care less than support groups  Probably because it’s seldom a problem 3.Meet or exceed specifications  Time and budget  Error-free  Communicate about changes to plan A.Do the Basics Flawlessly

A. Dawn Lesh International A. Dawn Lesh International B. Analyze, Report and Present to Persuade 1.Analyze  Always use data 2.Report  Short and sweet - to the point  Explains the “why” of the results and recommendations  Good use of graphics and structure

A. Dawn Lesh International A. Dawn Lesh International 3.Present and Persuade  Present to suit the clients’ styles  Offer recommendations – try then out in advance  CEO’s ask us to focus on: 1.What are we really trying to accomplish? (Tie to company goals) 2.Why is this alternative better than others? (Tie to capabilities) 3. Why will this be cost/resource effective? (Tie to data) B. Analyze, Report and Present to Persuade

A. Dawn Lesh International A. Dawn Lesh International 1.Spend time getting to know clients  Interact with them  Study them 2.Align support group goals and style to clients’  Identify and avoid conflicting goals (they can exist!)  Easiest when clients have clear goals or strategies C. Build Strong Client Relationships

A. Dawn Lesh International A. Dawn Lesh International 3.Recognize different clients have different needs C. Build Strong Client Relationships Work How I do things How I personally interact with or help you Service/ Personal What I can do for your business agenda Business What I can do to partner in your success Partnership

A. Dawn Lesh International A. Dawn Lesh International 4.Obtain and act on feedback –Meet with clients to discuss how to be more valuable What keeps you up at night? How are we doing? –Act on feedback and tell clients about improvements C. Build Strong Client Relationships

A. Dawn Lesh International A. Dawn Lesh International How Did Sherry Do?  Based on your experience, what else could she have done? –Have you been in similar situations? –What have you done?

A. Dawn Lesh International A. Dawn Lesh International What Next for Sherry?  At the end of the first year, a client satisfaction survey showed high marks  Demand for services was up  She felt ready to move to the next important customer need: An Influential Partner  What would you do?

A. Dawn Lesh International A. Dawn Lesh International InfluenceBusinessDecisions A. Know the Clients’ Business – Deeply B. Focus Projects on What’s Important to Clients C. Provide Guidance for Clients’ for Clients’Success Better Groups Influence Business Decisions

A. Dawn Lesh International A. Dawn Lesh International The ability to share knowledge, focus projects on what’s important, and guide clients to successful outcomes is a bonus  It can be a “delight” factor  Clients view groups that do this as trusted partners Earning the Right to Influence Decisions Delights Clients

A. Dawn Lesh International A. Dawn Lesh International 1.Know the company, competition and industry  Learn the whole business and industry to maximize value  Longevity and cross-training help 2.Integrate and share knowledge about the business  Integrate data from all sources  Share knowledge with clients, suppliers and department A. Know the Clients’ Business – Deeply

A. Dawn Lesh International A. Dawn Lesh International B. Focus Projects on What’s Important to Clients 1.Direct clients to vital business goals and needs  Determine how clients define successful outcomes  Clients like support group staff who know them well enough to help them determine goals

A. Dawn Lesh International A. Dawn Lesh International B. Focus Projects on What’s Important to Clients 2.Useful tools are...  Use consultative questioning and “project” forms  Annual brainstorming about client challenges 3.Proactively recommend projects to clients  Clients – especially senior clients – value this more than support groups think  Consider conducting some projects on “spec”

A. Dawn Lesh International A. Dawn Lesh International 1.Offer insights on the clients’ business issues  Clients want support groups to offer “deep and creative insights” on how to increase their success C. Provide Guidance for Clients’ Success for Clients’ Success

A. Dawn Lesh International A. Dawn Lesh International 2.Provide valued recommendations – often with the clients’ input  Involving clients up front wins early support  Focus on the upside of change rather than problems – especially if recommendations are unexpected 3.Participate with clients on action teams and committees C. Provide Guidance for Clients’ Success for Clients’ Success

A. Dawn Lesh International A. Dawn Lesh International 1. Agree on Objectives and Commit to Action 2. Design and Conduct Work 3. Analyze, Report and Persuade 4. Plan How to Act 5. Involve and Motivate Employees 6. Implement Action 7. Monitor Impact of Action Communicateand Build Relationships C. Provide Guidance for Clients’ Success for Clients’ Success Know What’s Required for Action

A. Dawn Lesh International A. Dawn Lesh International What Comes Next for Sherry?  At the end of the second year, she got an A!  Her new challenge? Too much demand!  Sherry wanted to make the case for more resources.  What would you do?

A. Dawn Lesh International A. Dawn Lesh International Great Groups Build Strong Structures Build Strong Structures B. Budget Spending Strategically, for ROI C. Advocate for the Group to Secure Resources A. Hire, Develop and Retain the Best People

A. Dawn Lesh International A. Dawn Lesh International The Great Groups All Have Strong Structures This is almost invisible to clients but vital to great support groups Strong support groups are a win-win for clients and the groups

A. Dawn Lesh International A. Dawn Lesh International A.Hire, Develop and Retain the Best People 1.Hire people with great skills or potential -- Learn from skilled suppliers, each other, conferences 2.Hire and develop people with consulting skills –Understand clients’ business, goals –Comfortable making recommendations –Able to speak and write well for different types of clients

A. Dawn Lesh International A. Dawn Lesh International A.Hire, Develop and Retain the Best People 3. Recognize and reward people 4. Keep the work interesting, challenging  Balance team and individual work  Offer a career progression – non-managerial promotions 5. Avoid burnout

A. Dawn Lesh International A. Dawn Lesh International B. Budget Spending Strategically, for ROI 1.Focus on most important projects  High visibility - for senior execs, important clients  Tie directly to strategy  High financial value – high ROI 2.Use financial ROI measures that are accepted within the firm.  Make friends with Accounting and Finance

A. Dawn Lesh International A. Dawn Lesh International B. Budget Spending Strategically, for ROI 3.Use group discretionary budgets for strategically important projects 4.Align annual plan with corporate plan

A. Dawn Lesh International A. Dawn Lesh International C. Advocate for the Group to Secure Resources 1.Market Insights and Contributions –To all executives, not just immediate clients –Newsletters, meetings, presentations –On-line database – stressing decisions, action

A. Dawn Lesh International A. Dawn Lesh International C. Advocate for the Group to Secure Resources 2.Demonstrate Value and Need for Resources –Annual report with … Past successes, ROI and $ contributions Future plans and resource needs Testimonials –Have data on capacity constraints, effects

A. Dawn Lesh International A. Dawn Lesh International C. Advocate for the Group to Secure Resources 3.Be Strategic about Reporting Structure and Allies –Great work is possible regardless of… Who pays for the project Size of budget or staff Whether group is corporate or embedded in business line

A. Dawn Lesh International A. Dawn Lesh International Great Groups Do All Three Things Build Strong Structures Influence Business Decisions Provide Good Work Good Better Great

A. Dawn Lesh International A. Dawn Lesh International Goals for Your Support Group  What have we learned from Sherry’s experience?  Where would you begin?

A. Dawn Lesh International A. Dawn Lesh International Pull Up a Chair and Sit Down Questions and feedback please!