RESULTS ONLY WORK ENVIRONMENT. Deb Henke JACounter

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1 RESULTS ONLY WORK ENVIRONMENT Deb Henke JACounter

2 History Why We Implemented a ROWE What Is ROWE How We Implemented a ROWE Results of a ROWE

3 BUILDING FOR THE FUTURE Employer of choice in Western Wisconsin Attract and retain top talent Work/life balance Treats employees like adults Increase in productivity and efficiency Enhance an already positive culture # 1 Reason Millennials Leave This isn t a good cultural fit for me.

4 ROWE IS NOT Flex Time Telecommuting Working 4 10 s Having every other Friday off Everyone at their desk from 8-5 everyday A Free Pass to NOT Do Your Job

5 THE FUTURE OF WORK

6 ROWE IS Autonomy Accountability Each person is: 100% accountable Each person is: 100% autonomous No results? No job.

7 ROWE Performance Management System that Focuses on results, not face time Establishes clear out-come based goals and measures Proactive collaboration among employees to serve customers Eliminates waste and redundant activities More productivity and efficiency Fosters productive turnover: keeping the best talent and weeding out poor performers Using common sense every day to approach work in the most productive, efficient manner

8 Manage the WORK. Not the People. Managers focus on the work and coach to results. People are where they need to be, when they need to be there (rolespecific) to manage results based on customer needs.

9 HOW ROWE Management Buy-In On-site Consulting with CultureRx Management/Supervisor Training Employee Training Sludge Eradication Pre & Post Employee Audits Setting Productivity Measures

10 HOW ROWE Clearly Defined individual goals & metrics Consensus from all parties Set services standards/expectations Monthly check-ins Meetings are agenda driven Meetings are optional Meetings are virtual

11 TOOLS FOR A ROWE Workflows in CRM Microsoft One-Note Annual Performance Reviews Monthly Check Ins Client Satisfaction Surveys Performance Improvement Plans, when necessary

12 WHAT WORKED Productivity Increased Overtime decreased Net Income increased Voluntary turnover decreased

13 CHALLENGES Employee guilt Employees not disconnecting Reworking processes The Blame Game Soft-hearted

14 EMPLOYEE REACTION Excited Uncertain About the Unknown How Long Will This Last?

15 TODAY AT JACOUNTER Every meeting is optional. Being accountable for delivering results is not. People are where they need to be, when they need to be there. Managers address performance issues, not attendance and tardiness issues. Core hours or schedules are not dictated by managers. Every person is 100% autonomous.

16 TODAY AT JACOUNTER There are no flextime, telecommuting, or other flexibility policies. There is not judgment about how you spend your time. ROWE is not a program. The focus is always on clear, measureable expectations and managing performance. Efficiency is rewarded with control over time (autonomy), not punished with piling on more work.

17 TODAY AT JACOUNTER Non-performance is (swiftly) addressed. Performance management and performance conversations are ongoing. People never talk about how many hours they work.

18 DON T DO WHAT WE DID No beginning benchmark Communicated to clients Too much press

19 WHAT STEPS? Management Buy-In Management/Supervisor Training Employee Training Sludge Eradication Pre & Post Employee Audits Setting Productivity Measures Clearly Defined Goals/Expectations Accountable to Goals/Expectations

20 WHAT DOES YOUR FUTURE LOOK LIKE? Typical Work Culture The ROWE System Culture of entitlement Culture of opportunity Focus on schedules and time off Focus on work Individual focus Team/organization focus Time as the currency of work Results as the currency of work Freedom without accountability Accountability first Managers say All hands on deck Results Coaches foster Everyone onpoint Managed flexibility (permission-based) 100% autonomous and accountable No results? No more telework No results? No job.

21 ARE YOU READY TO BUILD YOUR ORGANIZATION'S FUTURE?

22 QUESTIONS