Business Organisation

Principles
Creating systems to embed
values

The Plan
Review
Creating systems
Branding

Sustaining Vision and Values

Vision and value programmes often
glide over the surface, produce a few
ripples and then sink without trace.
How can you create a bigger splash?

The Influence of Founders

Think of some founders of the biggest
names in hospitality.
Why are founders important?
Does the founder have to be a real
person?

What is Embedding?
Fixing firmly and deeply, or ingraining.
While anchoring future direction,
embedding may also stimulate change.

What are Embedding

Systems?

Objectives and strategies

Practices

Structure

Recruitment and training

Appraisal and rewards

Constructive debate

Succession

Influencing the organisations total environment

Generate some Practices for each

Category
For each type of system:

Identify an appropriate practice

Identify the desired outcome

Metrics for Success

What are we interested in measuring?

How to Measure
Measurable description
Commitment to action
Measurement
Action to improve

Types of Measurement
Quantitative
Qualitative
Triangulation

Measuring Quantitative
Results
Important to all stakeholders
What are some examples of relevant
quantitative data?
Measure whats important, not whats
easy.

Measuring Employee
Motivation
Quality of recruitment
Retention levels
Employee attitude surveys
Performance appraisals

Measuring Customer
Commitment
What customers do

Market share

Customer share

Customer loyalty

What customers feel

Complaint line analysis

Attitudinal surveys

Recommendation

What other measurements could also be used?

Using Measurement to Improve

and Reward
Measurement reveals both excellent and
poor performance.
But, it must result in some form of action.
Otherwise, participation will nosedive.
Measurement provides a basis for
recognition and reward. Of what and how?

Integrating All Measures

The difficult, but critical final step.

Attitude and loyalty customers

Attitude and retention employees

Financial results resource providers

Why is it difficult to do?

3 Decisions to Make
We will measure progress on vision and
each individual value.
We will do so on a cross-departmental
basis, every year, at the start of the annual
planning process.
The Chairman and CEO will be responsible
for it being done, and will take appropriate
action as a result of the findings.

Best Practice
Stakeholder

Measure

Customer commitment

Market place P&L, covering:

Quality
Customer attitudes
(monthly)
Retailer attitudes
Market share

Employee motivation

Same questionnaire in every

country, rolling monthly
results

Resource provider
satisfaction

Shareholder value (share

price and dividend)
Financial P&L

Branding the Committed

Enterprise
What is a brand?
Where do they exist?
What is the point of having a brand?

What is an Organisation
Brand?
Broaden your brandwidth.
More comprehensive and extensive than a
consumer brand.
Involves leveraging all of the organisations
assets, skills, values and targeting all
stakeholders.

How do Values affect the

Brand?
Directly.
So, who is responsible?

Creating consistency across

Stakeholders
Simple in theory.
Complex in practice.
How would you do it for QRC?