7 Measures of Success: What Remarkable

Transcript:7 Measures of Success: What Remarkable:
7 Measures of Success: What Remarkable Associations Do That Others Don’t "Remarkable associations build their structures, processes, and interactions their entire culture - around assessing and fulfilling members‘ needs and expectations" (page 24) Reach Beyond Customer Satisfaction Experience Perception Inspirational “We're here to serve you“ Who do you serve? Why do you serve them? What need are you filling? Customer Service Culture "Remarkable associations speak passionately about fulfilling their mission and constantly test their ideas for products against that mission, using it as a touchstone for everything they do. . . To find the right mix of products . . . remarkable associations engage in experimentation" (page 28) The goal for an association is to become an indispensible resource for a member. Drive Engagement Vision Reward Relationship Mission is central and the products align. Mission and Vision "If there is one phrase that sets remarkable associations apart from their counterparts, it's `data, data, data.' They gather information, analyze it, and then use it to become even better" (page 38) Test It Ask questions Test hypothesis Validate results Gather, analyze and use data to drive change. Data-Driven Strategies "Many with the study group would no doubt echo the employee at the Society for Human Resource Management (SHRM) who said, `We all discuss decisions openly with each other. We have a desire to collaborate with each other, and we do it in mission-driven ways" (page 44) SHRM membership is reported to have grown by from 36,000 in 1992 to over 250,000 today. Must Haves Candor Open feedback Free flow of ideas Business focused, not personal Staff and volunteers engage on association's direction and priorities. Dialogue & Engagement "While Presidents/Chairs may be visionary leaders, what's more important is their ability to facilitate visionary thinking throughout the organization“ (page 49) We are in a knowledge economy. The organizations and clients that I have seen thrive have a culture of ideas. Ideas are the currency in the organization. Must Dos Foster innovation Generate interest Spark the fire! Facilitates visionary thinking throughout the association. A Broker of Ideas "Our data confirmed that no organization - regardless of how remarkable it is - can predict change with full accuracy and therefore be on target with its response . . . Our data indicate that remarkable organizations do not panic . . . They maintain a clear understanding of their core purpose" (page 58-59) Remarkably through this recession,