Archive for the Team Category

“I Want To Hold Your Hand”

Thursday, May 27th, 2010
Download this unique study

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I must admit I’ve never been a great Beatles fan. I was a 60’s child but a little too late to experience the free thinking sixties and all that went with them. That said I understand the Beatles significance and the difference they made to the world I now live in. Music has always been one of my great passions and many great songs remind me of a specific time or period of my life. I think it’s the same for most of us.

Grass Roots has just published a major piece of research conducted amongst large corporations – Fortune 500 or Financial Times Global 500 constituents. We’ve called it ‘I Want To Hold Your Hand’ after that famous Beatles song, (more on that later). Our industry, the performance improvement industry, like many others has been talking about globalization for years. We wanted to understand what these corporations were thinking about taking their employee reward and recognition programs global and their definition of the global space. The results are fascinating and I urge you to download a copy of the research findings: “I want to hold you hand” whitepaper.

I remember being taught about globalization at school in the early 80’s. The truth is that it hasn’t really happened. We see many corporations trading around the world but the reality is that they are just a collection of local operating companies trading under the same brand but with different products, different cultures and different philosophies.

As we come out of the worst economic decline the world has seen since the Second World War, (and hopefully we are not going to take a ‘double dip’), globalization is once more on the agenda.
This time I think it’s for real. There appear to be two key motivators.

Cost
 As profits have been hit, corporations are looking for costs savings wherever they can find them. Harmonizing employee recognition programs around the world is just one way of doing it. Grass Roots have seen a massive increase in global RFP’s (Requests For Proposals) in recent months. One recent RFP from a global financial services brand included a PowerPoint slide that showed they were running over 30 employee recognition programs around the world with as many vendors.
One vendor and one platform would obviously bring savings,

Growth
Growth in sales for the major corporations over the last 15 years or so has come mainly from the established economies of North America, Europe and Japan. The recession is telling them that this is not guaranteed as we move into the recovery phase – many of these economies have deep, underlying structural problems that may take years to resolve. Just look at the economic deflation experienced by Japan during most of the last 12 years for an indicator. The BRIC, (Brazil, Russia, India and China), economies is where it’s at. (I have some views on this Goldman Sachs coined acronym, but more on that in a later blog.) To access these markets, harmonizing corporate culture and philosophy has never been more important. Often these economies are challenging places in which to operate and that brings even more emphasis on how you align your employees behavior to corporate values.

As motivators of corporate success go, there’s nothing new in cost reduction and looking for growth
I suppose. After the economic turmoil of the last 2 years at least some constants remain.

Back to the Beatles.
They released “I want to hold your hand” as a single in 1963. In the US, it sold more than 250,000 copies in the first three days of release with over 10,000 copies an hour being sold in New York alone. The song has received many awards amongst which include the number 2 slot on Mojo’s “100 records that have changed the world”.

Using the song to name the survey goes back to a discussion I had with a global medical equipment company based out of the US in early 2010. They were struggling with the global thing but I don’t think they were convinced about the genuine strengths of Grass Roots in the global space. I ended a call with their key influencer with the line, ‘If you want us to hold your hand on the global journey, give me a call’, I wasn’t convinced I would get a reply but some week later I received a call from her. ‘Will you hold our hand’, she said.

Steve

An internal Grass Roots contest took place in April 2010
amongst all our offices around the world.
Each office needed to produce a full inspirational video of the song.
Here is the American version. Enjoy!

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Who’s to blame?

Thursday, March 4th, 2010

 

Nobody can have missed the Toyota recall story. It was all over the media.

I watched Toyota President Akio Toyoda, (great grandson of the founder), testify in front of three Congressional Committees. I couldn’t help feel for him. After all, he was dragged in front of a braying audience of American congressmen in a country that was alien to him. Many would question the motives of the congressmen which probably had little to do with whether a Toyota Prius was going to stop when you hit the brakes and more to do with their personal profiles. I’m also sure that under the very conservative, considerate and polite nature of Japanese culture he would not have expected the same treatment at home. No wonder he looked nervous!

Something I have always instilled in my colleagues is that if something goes wrong, don’t dwell on it. Analyze what happened and try and understand why, take two or three learning points from the situation, learn from them and move on. I know it’s not always as clean cut as that but I have found it a good rule to follow over the years.

It takes me back to something I learnt back in the 90’s when I was working for a major retail bank. I was seconded to the Total Quality team for 18 months. Back then, Total Quality, or Total Quality Management (TQM) as it was commonly referred to, was all the rage. It was the latest management fad that was going to propel companies into a new era of harmony with ones customers and staff because everything would work as it was meant to. There were many gurus on the subject as their always are and my bank followed the teachings of Phillip Crosby, an ex ITT executive who had made a small fortune advising and guiding organizations through the TQM maze. He wrote a book called ‘Quality is Free’ in 1980. You couldn’t argue with much that Mr. Crosby preached as it was common sense – he just packaged it in a way that was easy for most of us to digest.

That said, part of his teaching which I have always followed is that organizations should adopt a ‘no blame culture’. The theory went that when something goes wrong in an organization, the tendency is for management to look for an individual or group onto which they can pin the blame. As we all know, that rarely resolves the problem. The reality is that when you analyze the cause of any failing, you begin to see that it is outdated processes, poor education and antiquated working practices that usually cause the errors. The individual is just a cog in the corporate machine and will keep doing the same thing, regardless of whether it’s right for the organization or not, until the process is changed. Crosby also taught that the best positioned individuals in an organization capable of identifying how processes should be changed are not the highly skilled and highly paid executives but the guy who works the process everyday and usually takes the flack from customers when things go wrong. Give him the right education and tools and he will come up with a solution. How many times have you heard in a store, at the airport or in a hotel when something goes wrong – ‘I’m just doing my job. What they need to do is x but who am I to tell them?’

 So going back to Mr. Toyoda, sure Toyota is going to suffer some reputation and market share damage over the short to medium term but it’s a strong and respected business and I don’t doubt it will recover. As for those Congressmen in Washington, they might think they have the right man but they haven’t. In fact, there isn’t a right man. Something is wrong with the processes in Toyota and I have every confidence they will work with their employees to find a solution.

It won’t stop me smiling at the bumper sticker I saw recently. ‘If you can read this and are driving a Toyota, you’re too close. Try your brakes’.

Steve

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Congratulations to Mario, our CIO of the Year by SFBJ

Wednesday, December 9th, 2009

Last month we had a news release about Mario winning CIO of the Year, but I wanted to post the main points here. Congratulations to Mario, one of the pieces that makes us the best global incentive provider in the industry.

  • Mario has been named CIO of the Year by the South Florida Business Journal. The Journal’s awards program looked to trendsetting South Florida companies that have led the way with innovations, products and services, to choose their award winners.
  • He is responsible for global technology, infrastructure and information security with an emphasis on delivery optimization, flexibility and best in breed service excellence.
  • Mario began his carreer 19 years ago in the South Florida community and is keenly interested in emerging technologies in the customer engagement arena (with an emphasis on security and privacy protections).
  • and my own quote from the article…

    “The South Florida Business Journal’s recognition of Mario is very well-deserved. His commitment to a collaborative management style, his contributions as a member of the executive management team and his ability to leverage global technology to identify creative solutions to address customer needs is truly outstanding. We recognize the significant contributions Mario is making to our company and our clients and we are delighted that these achievements have also been recognized by the esteemed panel of SFBJ judges.”

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