Click to edit Master title style Creating a culture of customer centricity and innovation. Campbell McGlynn, Group Head of People & Culture

Transcription

1 Creating a culture of customer centricity and innovation Campbell McGlynn, Group Head of People & Culture 1

2 Let s talk about IRT s culture journey Business imperatives for change Assessing culture & taking action IRT s Culture Plan Implementation challenges & progress. 2

3 Transforming in a changing environment Mega trends include: Click Ageing to edit population Master title style Empowered seniors Industry disruption. Challenges include: Funding cuts Aged care workforce shortages. 3

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6 Culture journey overview Define Assess current culture Click to edit target Master title style culture Identify gaps & priorities Understand business imperatives Engage leadership team Measure progress Culture Plan Implement plan 6

7 Business imperatives We enable the ecosystem that allows people to choose how they live & how they die. We want to: Be the most recommended brand by our customers Create the business of tomorrow Optimise the business of today. 7

8 Culture archetypes 8

9 Target culture Executive Leadership Team identified Click business to edit imperatives Master & title defined style the target culture. Culture Planning Team undertook similar process when developing the Culture Plan. Target culture defined by Customer Centricity & Innovation. Majority of employees already believe in importance of Customer Centricity. 9

10 The culture assessment Alignment between Executive Leadership Team & the rest of business regarding Customer Centricity as #1 archetype. Misalignment regarding People First & Innovation. 10

11 Developing a target culture Team of influential senior managers. Three month process working with Walking the Talk. Comprehensive suite of actions & initiatives over three years. More detail for year 1, with focus on building accountability and empowerment. 11

12 Culture plan journey 12

13 Key target culture behaviours I do what I say I will do and take responsibility for my actions. I support my colleagues and hold them to account. I support our people to take action, manager their work and use their skills to achieve our goals. 13

14 Culture initiatives FY17 Quick wins Communication Plan Executive Team Development Transforming IRT Summit Review of Delegations Defining Customer Centricity and Innovation Leadership development Leadership Capability Framework Executive Leadership Development Senior Leaders Development Performance & Reward Performance Management Learning Management System Review the reward & recognition framework Employee Culture Capability Program Manager Culture Awareness Program Culture Champions Targeted Culture Intervention Strategies Accountability & Empowerment Immersion Program 14

15 FY17 achievements Click to edit Master title style Exec team development program leading the culture 250 managers through Culture Immersion workshops.senior Leadership Development program complete. Next 150 Leadership Program complete New online Performance & Development Review process New Reward & Recognition Strategy implemented Move 4 Life Safety Awareness Program My Central new integrated HR & talent management platform 15

16 FY17 measuring success Primary Metric is our Culture In Action Index Measures key target culture behaviours of the top 200 managers Achieved 74% off a target of 60% LTIFR slashed from (FY16) to (FY17) Employer of Choice Award 16

17 The Leadership Circle Executive and Top 50 leadership development work conducted using the TLC 360 feedback tool and executive coaching. 17

18 Situational Leadership II Top 150 leadership development program built around the SL II methodology delivered by in-house accredited trainers. 18

19 My Central 19

20 Call out a Champion 20

21 Next steps Continued implementation of the leadership work Accountability & empowerment at the frontline Commence a multi-year L&D strategy focused on Customer Centricity & Innovation Overhaul of Employment Brand Greater emphasis on Talent & Career Development Continued rollout of My Central Culture Plan endorsed (including budget). 21

22 Next steps Culture initiatives developed into a Project Plan linked to the wider Transformation Map program. Execution of the four Culture Initiatives. Project governance for reporting established through the Project Management Office. Culture Plan measured through quarterly reporting. Q4, FY17 new Culture Planning Team established to re-examine initiatives for years 2 & 3. 22

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