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Adam Ray VP of Customer Support

Leadership Baldrige Performance Excellence Program, Criteria for Performance Excellence Item 1.1 - Senior Leadership: How Do Your Senior Leaders Lead ?. Adam Ray VP of Customer Support. What is Leadership?. To “lead” means to “guide in direction, course or action ”

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Adam Ray VP of Customer Support

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  1. LeadershipBaldrige Performance Excellence Program, Criteria for Performance Excellence Item 1.1 - Senior Leadership: How Do Your Senior Leaders Lead? Adam Ray VP of Customer Support

  2. What is Leadership? • To “lead” means to “guide in direction, course or action” • “Leadership” is just the process by which individuals or groups of individuals “lead” • Effective leadership consists of doing the right things at the right time

  3. Why is Leadership important? • Without it, no direction for organization to follow and no goals to be achieved • Leadership is fundamentally important to success and sustainability • First Baldrige category, and of the process categories, it is worth the most points

  4. How do Senior Leaders lead?

  5. Examples within the Leadership Steps Set Direction Create Plan Communicate Learn and Improve Measure Results • Mission Statement • Strategic Objectives • Operational Goals • Strategic Plans • Action Plans • Marketing Plans • State of the Business Meetings • Department Knowledge Sharing Meetings • Company Postings • Performance Improvement System • Performance Reviews • Process Reviews • Company Scorecard Reviews • Department Scorecard Reviews • Monthly Financial Statement Reviews

  6. Using the Leadership Steps – JFK & Moon Landing Set Direction Create Plan Communicate Learn and Improve Measure Results JFK in 1961: “I believe that this nation should commit itself to achieving the goal, before this decade is out, of landing a man on the moon and returning him safely to the earth.” Add plan to Whitehouse administration priority list, including annual milestones; develop a direct presidential update mechanism with NASA. Communicate and deploy plan through address to congress and nation, speeches at major universities and events, and ongoing communication with NASA. Learn through each unsuccessful test through root cause identification and prevention prior to next test. Man landed on moon and returned safely to Earth by end of 1969.

  7. Using the Leadership Steps – Improve Customer Satisfaction Set Direction Create Plan Communicate Learn and Improve Measure Results Improve Customer Satisfaction from 93% to 95% in 2014 After determining Customer Key Requirement of “Low-cost shipping” is lowest performing Customer Satisfaction area, create “Re-engineer Shipping Charges” Action Plan on 2014 Strategic Plan. Communicate and deploy plan Strategic Plan through State of the Business Meetings, Department Knowledge Sharing Meetings and Company Postings. During execution of Action Plan, identify and schedule related ISO Corrective Action Reports, Opportunities for Improvement and Department Action Plans. Customer Satisfaction of 95% by end of 2014

  8. Tips for Setting the Right Direction Remember, effective leadership consists of doing the right things at the right time. Here are a few tips that help leaders determine the right direction: • Have a deep understanding of who your Stakeholders are, and what they require to be satisfied • Have a great measurement system and review it systematically • Listen to and learn from your Stakeholders through systematic feedback collection and review • Conduct a SWOT Analysis regularly and benchmark competitors/peers

  9. Leadership Questions?

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