Realize Your Big, Hairy, Audacious Goal: A Case Study in Operationalizing Jim Collins Work

Transcription

1 Realize Your Big, Hairy, Audacious Goal: A Case Study in Operationalizing Jim Collins Work Stephen Hennigan CPS Energy Board Trustee and Former Chair Amelia Badders Manager, Strategic Planning Linda Dunkel President and CEO 1

2 CPS Energy of San Antonio is one of the nation's largest municipally About owned energy systems. CPS Energy Over 600,000 customers served. Nearly 4,000 employees. Revenues of $1.47B.

3 About Interaction Associates A leadership development and performance improvement consulting firm focused on collaboration, established Developing leaders, teams, and process consultants through collaboration within Fortune 500 companies.

4 Desired Outcomes A shared understanding and awareness of how CPS Energy operationalized the Collins/Porras BHAG model, using a collaborative process and the benefits they achieved so that you can use these ideas to inform your own situation how CPS Energy approached metrics for such goal categories as customer satisfaction/loyalty, employee satisfaction/quality of work life, and growth the visual tool used by CPS Energy for depicting how and when individuals, teams and divisions throughout the organization were involved in the collaborative change process 4

5 The Journey Begins Whatever you can do or dream you can, BEGIN IT. Boldness has genius, power, and magic in it. - Goethe

6 The Challenge Board s Perspective CPS Board Agenda and Focus Initiative Massive changes in the electric utilities industry Need to create a more agile organization Creating the filter through which decisions are to be made Core Values and Core Purpose that include employees and broad ownership Come up with a process that would include employees and drive ownership as much about process as it was about outcome It had to be a collaborative process Engage the company in the conversation long-term, strategic and goal-oriented Support and empower 6

7 JUPITER Team Founded by CEO, Milton Lee (Sponsor), and coordinated by Amelia Badders Tasked to lead the effort to define the CPS Vision members (including sponsors) with 77 Jupiter Team Ambassadors To ensure that all employees have the opportunity to provide input It s a collaborative process! The Jupiter team developed a process and timeline for involvement and completion (i-map ) 7

8 JUPITER Team What were the Guidelines? Had to be collaborative Must include and engage employees 18 month timeline/deadline Followed the Collins/Porras model that includes defining core values and mission CEO and Board were not prescriptive the Team given liberty and support to make it happen 8

9 Project Timeline CPS 3/03 5/03-6/03 7/03-8/03 9/03-10/03 11/03-3/04 4/04-11/04 11/29/04 CELEBRATE!! Genesis Board Agenda and Focus IA President Selects and Sponsors Team Team Chartered Collaborative Planning Process Design Phase 1 Core Ideology Core Values Approved March 2004 Phase 2 Envisioned Future Request CPS Board Approval Consulting, Facilitation of Board Agenda and Focus Genesis Training on Team Sponsorship for Sr. Mgmt. and Consulting for Team Selection Consulting, Coaching Team through Chartering Process and Training on Teams in Action Facilitation through Process Design and i-map Coaching IA Design, Facilitation, Coaching and Consulting of Jupiter Team and Sponsor CELEBRATE!! 9

10 Vision 2020 Model Core Ideology Values Purpose Envisioned Future Big Audacious Goal Vivid Description 10

11 The Interaction Method Collaborative Collaborative Attitude Attitude Strategic Strategic Thinking Thinking SHARED SHARED RESPONSIBILITY RESPONSIBILITY For For Success Success Facilitative Facilitative Behaviors Behaviors 11

12 How It Worked The Challenges Solutions The Results The Key Learnings 12

13 How It Worked The Challenges Cynicism Logistics multiple locations, diverse working conditions Communication no one method reached all employees Content (Results can we do it??) 13

14 How It Worked Solutions Define a process Team speaks as one voice Diverse team that models the culture you want to promote Enlist ambassadors Face to face meetings Believe in the process 14

15 Vision

16 How It Worked Ensuring meaningful results Face to face employee meeting opportunities for every employee Opportunity for employees to share concerns (out of scope issues) as well as provide input Commitment to capture the voice of the employee Results BHAG, Values and Purpose 16

17 BHAG CPS VISION #1 in Customer Satisfaction and a great place to work! Measurement Nationally recognized customer satisfaction survey Developed internal company-wide survey on living our values 17

18 BHAG Vivid Description Building on the strong foundation of CPS Energy past and guided by our core values, we will be the standard of excellence in our industry. We will be responsive and friendly because that inspires loyalty. We will be reliable and safe because that gives peace of mind. We will be good stewards of our resources because it is the right thing to do. We will remain financially strong and continue to grow because growth brings opportunity for our customers, community and employees. 18

19 Values Customer Commitment we are committed to meeting the expectations of our customers constantly focused on improving customer satisfaction Performance - our performance reflects a commitment to excellence and quality in all that we do Respect we respect the personal worth and dignity of individuals. Respect is the starting point for building trusting relationships Safety because we care about people, we emphasize safety in everything that we do Teamwork we know that to be successful we must work together. As members of successful teams, we enjoy high morale, a greater sense of purpose, and an appreciation for the skills and contributions of others Trust is the foundation of our ultimate success without it, almost nothing else matters 19

20 Purpose Benefiting our community by improving the quality of life of the people we serve. Exercise for you 20

21 Purpose Benefiting our community by improving the quality of life of the people we serve. Benefiting enhancing the well-being of; having a positive impact on Community people who work and/or live in San Antonio and surrounding areas, including our employees and owners Quality of Life comfort, convenience, security, health, well-being, the environment and economy 21

22 Key Learnings Level of Organization Support Employee involvement and engagement Supporting process as chartered Decision-making dynamics Jupiter Team vs. Senior Management Board and CEO support of the process Be patient and let it work This is not a process that starts and stops it is a forever commitment 22

23 Your Turn: Questions and Answers

24 Thank you! Contact us:

25 Get to Know the Presenters WILL BE A HANDOUT need photos and bios 25