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Issue Number Eight: August 2005  
KEYNotes is a monthly newsletter brought to you by KEYGroup®, a consulting, training and assessment firm specializing in helping leaders to create vibrant entrepreneurial organizations that are capable of achieving sustained growth and profitability. For more information on KEYGroup visit us on the web at www.keygroupconsulting.com or email us.

Gaining the Competitive Edge in Today's Environment

Leaders of every type of organization are confronted with the challenge of managing in a demanding, highly-competitive and uncertain economic environment. While some organizations flounder in the face of rising competition, other organizations respond to the challenge with innovation, creativity, energy, and passion. These organizations -- which we call Vibrant Entrepreneurial Organizations -- are peopled with employees who are driven by a powerful sense of ownership, fierce pride, and a new-found sense of loyalty. At KEYGroup we believe that today's leaders need to build a Vibrant Entrepreneurial Organization for themselves and their employees to achieve a competitive advantage in today's marketplace.

Vibrant Entrepreneurial Organizations in the News:

 

USA Today Article Highlights Companies that Empower Their Front-line Employees

In a front page article published on June 27, 2005, USA Today brought to light the growing practice of companies empowering employees to redress customer problems with offers of cash, free rooms, complimentary travel and other forms of compensation. Citing numerous examples from the travel industry, USA Today showed how empowered employees can retain disgruntled customers and improve their companies' bottom lines through outstanding customer service.

 

Journalist Gary Stoller, the author of USA Today's article, entitled "Companies give front-line employees more power," points to several companies that are becoming known for exceptional customer service. Among his examples are Hampton Inns, Southwest Airlines, JetBlue Airlines, Dollar Rent-a-Car, Thrifty Rent-a-Car, and Wyndham Hotels & Resorts, among others.

 

The payoff companies enjoy through empowering employees can be measured in "dollars and cents" terms, suggests Stoller. He points out that Hampton Inns expects to reap a windfall of $7 in business for every $1 refunded to an unhappy customer. Stoller further points out that industry analysts believe it is "... more cost effective to regain the trust of a dissatisfied customer than to spend advertising dollars looking for new ones."

 

Commenting on the USA Today article, keynote speaker and author Dr. Joanne G. Sujansky explained, "In a highly competitive economy organizations must be willing to share the authority for customer satisfaction, as well as the responsibility, with employees at every level. That's the only way every employee can be counted on to help retain customers and build bottom-line results. It may be taking a risk, but risktaking is one of the critical characteristics of a vibrant entrepreneurial organization."

 

To read the full text of the USA Today article, click here.


What is your organization's competitive edge?

If your answer is anything other than "our corporate culture," beware. Someone out there is trying to copy your idea, make your product more cheaply, or lure your best people away. At KEYGroup®, we believe the most competitive type of businesses is a Vibrant Entrepreneurial Organization, or VEO, which has five characteristics:

  • Shares the "big picture" that people need to
    take personal risks and hold themselves accountable.
  • Exemplifies the new face of loyalty.
  • Supports high productivity while minimizing stress.
  • Produces a winning tradition.
  • Elevates communication to an art form.

"Corporate Culture" … Does It Matter Anymore?

A number of years ago the term "Corporate Culture" was on many managers' lips. It was seen as an effective way to think about how we manage and change our organizations. However, the extremes of the past few years made it seem like most organizations were more at the mercy of external circumstances, such as economic downturns, wars, evolving technology and shifting population patterns. In circumstances such as those concerns about "culture" seemed fuzzy and abstract. Today strong organizations recognize the need to be proactive in the face of increased competition and the impending "labor gap," and that means paying attention to corporate culture.

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Wondering whether you have the kind of corporate culture that promotes growth and profitability? Take the quiz below!

 

How does your organization stack up?

The following questions may help you assess the extent to which your employees would benefit if your company became a Vibrant Entrepreneurial Organization .

 

1. What impact could a higher level of "Risk-Tolerance"
have on your organization?

    ___ Reduced Costs ___ Improved Bottom Line
    ___ Greater Customer Satisfaction

 

2. To what extent do your employees grasp the "Big Picture?" They usually:

    ___ See the forest  ___ Focus on the trees ___ Keep their noses in the bark

 

3. Are your employees focused upon the organization's most important priorities? They are:  ___ Sharply focused ___ A little blurry ___ Blind

 

4. How frequently do you celebrate success in your organization?

    ___ Frequently ___ Occasionally ___ What's success?

 

5. When a significant change occurs in your organization, your employees usually:

    ___ Know what happened and why ___ Wonder what happened

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For an analysis of what your scores above may mean, call 1-800-456-5790.

   

The "Art" of Communication . . . or Not!

Today's job seekers need to read classified ads carefully to decipher the true meaning of certain common phrases found in want ads. To help, we offer the following translations found posted at several sites on the internet (If anyone knows the original source of these wonderful definitions, please email us.:

  • "Competitive Salary" means "We remain competitive by paying less than our competitors."
  • "Join Our Fast-Paced Company" means "We have no time to train you."
  • "Casual Work Atmosphere" means "We don't pay enough to expect you to dress up."
  • "Must Be Deadline-Oriented" means "You'll be six months behind
    schedule on your first day."

  • "Must Have An Eye For Detail" means "We have no quality control."

  • "Seeking Candidates With A Wide Variety Of Experience" means "You'll need it to replace three people who just left."
If you know of any similar examples of "corporate-speak" or funny definitions, please email them to us.  

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The Power of Personal Risk-Taking


 In her book The Keys to Conquering Change, Dr. Joanne G. Sujansky, CSP (Certified Speaking Professional), explains the empowering quality that comes from employees taking responsibility and holding themselves accountable,

 

"Getting to our destination requires that we first take personal responsibility for our situation. … Assuming personal responsibility means we are accountable for what we do. We are being driven by what is important to us, not by external forces; for we respond actively, not reactively, to life's situations. In the face of change we can take the initiative even as change is occurring."

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Order your copy of The Keys to Conquering Change: 100 Tales of Success by Dr. Joanne G. Sujansky, CSP, a stimulating book that outlines strategies for tackling life's changes. The Keys to Conquering Change Includes the tales of 100 people from various walks of life and cultures who successfully responded to and conquered change. Their experiences can help you to discover the keys to dealing with change successfully and to being exhilarated by it.

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To place your order from the KEYGroup website Click Here.

 

How Can You Create a VEO?

In a fiercely competitive economy, the companies that will survive and thrive are those in which every employee thinks and acts like an owner. By nurturing the right type of culture today's organizations can create the necessary conditions to inspire their employees to reach new levels of achievement. These cultural elements are the source of your profitability in a global economy whose mantra is cheaper, faster, better. And after all, your culture is the one thing the competition can't replicate.

 

If you have a company full of passionate, dedicated people, you have an endless source of brilliant ideas. Your employees have a stake in your company that goes beyond grabbing the next paycheck. They're committed to growing the business. They engage customers. They enthusiastically showcase your brand. Everyone wants to be a part of what you have. You have an entire organization full of vibrant entrepreneurs-and that's the key to thriving in the global economy.


All contents copyright 2005 by KEYGroup® Contents may not be reproduced without permission.

 

To learn more about how you can create a Vibrant Entrepreneurial Organization contact KEYGroup® at 724-942-7900 or visitour websites www.keygroupconsulting.com and www.joannesujansky.com.