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SPONSORED BY

Built on VALUES
Ann Rhoades
PRES, People Ink (Person Responsible for Extraordinary Service)

www.peopleink.com

Culture of Engagement
Companies with engaged employees outperform others by 47% to 202%. (Watson-Wyatt Research) Highly engaged employees are 87% less likely to leave their organizations than highly disengaged employees. (2004 study by the
Corporate Executive Board)

Organizations that had employee engagement scores in the top quartile had 18% higher productivity and 16% higher profits. (Gallup)

Culture is what people do when no one is looking.


-Herb Kelleher, Chairman Southwest Airlines

Built on VALUES Model


Values Blueprint T ! Hiring A Players

Built on VALUES Model


Values Blueprint !

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Continuous Discipline (CI) Customer Branding

Copyright 2006 PeopleInk Patent pending

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Accountability & Rewards

Copyright 2006 PeopleInk Patent pending

CRAFT YOUR VALUES BLUEPRINT

Values BluePrint
Begin the Conversation Select a Values Workout Team Performing the Values Workout Publish the First Draft of Your Values with behaviors Publish Your Values BluePrint and Take it on the Road Create a Company-wide Implementation Plan and Timeline

RENEWING THE JUNIPER WAY


Work Out Session
Global Trio Tour

A multinational company with locations in 72 countries!

Rick Federico
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Crewmembers Contributing

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Crewmembers

Contributors

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The above is provided for informational purposes only and has not been audited or otherwise verified by an independent third party. Certain numbers may have been rounded or approximated. This information is confidential and should not be disseminated outside of the JCCF orJetBlue Airways

Culture by Design Your Design

Built on VALUES Model


Values Blueprint ! Hiring A Players

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Copyright 2006 PeopleInk Patent pending

A Players behaviors consistently reflect the values of the organization!

INVOLVE YOUR PEOPLE IN RECRUITING AND HIRING

Peer Hiring

Sample Integrity Questions


Have you ever been asked to do something that you believed was in violation of your principles? How did you respond?

Maintenance Technicians

C PLAYERS C Players hire C Players C Players do not prove to be good role models, mentors or coaches C Players in leadership roles lower the performance bar for everyone 80% of those surveyed said working for a C player made them want to leave the Company
Harvard Business Journal, Beth Axelrod, Helen Handfield-Jones, and Ed Michaels A New Game Plan for C Players Jan. 2002

Offers new Customer Service Agents $3000 to leave if the new hires don t think they fit the Culture

Built on VALUES Model


Values Blueprint ! Hiring A Players

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Copyright 2006 PeopleInk

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Accountability & Rewards

Conversation Day

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Self Managed Work Teams Fuel Teams, Fleet Teams, IROPs Integrity

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Onboarding is Critical

Mak

aG e it

ame

Built on VALUES Model


Values Blueprint ! Hiring A Players

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SPECIAL DELIVERY

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Customer Branding

Copyright 2006 PeopleInk Patent pending

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Accountability & Rewards

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AN ALIGNED BRAND SYSTEM

Who we are on the outside! is who we are on the inside

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Unique, brand appropriate recovery offerings created significant buzz and positive results!.
Recovery Offerings Results
TrueBlue 32K Customers claimed TrueBlue points 6200 new members enrolled NPS Scores improved after points were issued Reduced Reimbursements Significant reduction in requests for reimbursement Positive Media Mentions Leading edge Twitter presence provided $1.2M in media value and 43M impressions

10,000 Points offered 119K Impacted Customers $2.5M Service Credits Issued 49K Customers Direct 1 to 1 Recovery 50000+ Emails and Tweets

Built on VALUES Model


Values Blueprint ! Hiring A Players

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Continuous Discipline (CI) Customer Branding

Highest Customer Satisfaction Award 7th Consecutive Year

Copyright 2006 PeopleInk Patent pending

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Accountability & Rewards

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101
Business of the Airline

Use Metrics to Make Values Real


Directly related to the work being performed Simple enough to understand with no more than three seconds of thought Include performance goals for certain time periods Change regularly based on results

CREWMEMBERS AND TOOLS

EXCEPTIONAL PROCESSES

CUSTOMER SHAREHOLDE RELEVANCE R VALUE

Keep Our Edge


CM Net Promoter Min 50 Target 55 Stretch 65

Drive a Low Cost Culture

Ex-fuel CASM* Min +4.9% Target +4.1% Stretch +2.5%

Value Creation
Free Cash Flow*

Deliver and Refresh the JetBlue Experience Grow Our Network

Customer Net Promoter Min 65 Target 70 Stretch 80

Min:

$1

Target: $46M Stretch: $137M

Operating Margin* Min: 6.6% Target: 8.3% Stretch: 10.8%

DOUBLETREE TEAM $1,200

*Based on op margin

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C U S T O M E R

S U R V E Y S

We wanted to move from GOOD to GREAT.


30 PER FLIGHT
-Gerald Winslow, VP of Mission and Culture Loma Linda University Medical Center

99% Positive

Have Fun

Be the first to

laugh at yourself!

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Built on VALUES Model

O()!)A(!3,+),.(!.5IA)!94:! 2,33(22!A9@@(42!49),.9++K!%4! 5)2!%/47 !


-Tony Hsieh, CEO Zappos.com and author Delivering Happiness

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Values Blueprint !

Hiring A Players

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Continuous Discipline (CI) Customer Branding

Copyright 2006 PeopleInk Patent pending

Connect with me on FaceBook and Linkedin Follow me on Twitter @peopleink


www.peopleink.com

Books available at Amazon.com and Barnes & Noble

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Accountability & Rewards

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