Why a High Performance through Engagement (HPtE) strategy?
A High Performance through Engagement (HPtE) strategy starts from the premise that in order to achieve sustainable high performance in any organisation we must satisfy three necessary conditions:
These are often referred to as the three C’s. Each of these three C’s are dependent on each other.
In order to achieve Commercial responsibility it is necessary to both satisfy the market through continuous improvement to customer value and provide security and satisfaction for the people doing the work. Without satisfying Customers and looking after the people who do the work you are unlikely to make money or, if you are a not for profit, maintain your funding.
If your primary focus is on satisfying customers through continuous improvement you will need to maintain commercial responsibility to fund that improvement. You will also need to look after the people doing the work. If the people who do the work do not have security and satisfaction the level of service your customers get will be poor. Richard Branson sums this up nicely when he said:
“Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.”
If the primary focus is on providing security and satisfaction to the people doing the work then the organisation needs to be commercially responsible to continue providing that security. Employee satisfaction comes from doing work that is valued. Customer satisfaction is therefore also a key driver of employee satisfaction.
It is easy to see that each of the three C’s, Commercial, Customer and Culture are dependent of each other.
When each of these dependent conditions are in synergy with each other they from a foundation. That synergy and foundation is a necessary condition for sustainable high performance. Sustainable high performance is the hall mark of a high performance organisation.
(Slide from an "Introduction to High Performance through Engagement")
Air New Zealand adopted the three C's strategy prior to commencing their High Performance Engagement initiative. The following statements were reported in the New Zealand Herald in October of 2017.
“Air New Zealand's board demanded the company achieved three very interdependent goals; commercial returns, enhanced customer experience and a strong people culture within the business.”
Achieving a synergy between the three C’s is not an easy task. It is hard and it takes time. It requires a Strategy.
Experienced High Performance through Engagement (HPtE) Facilitator, Coach and Consultant.
Have a question about HPtE - Ask Karl
Ask about Karl's 90 minute "Introduction to High Performance through Engagement"
(Designed as an overview for Senior Leadership Teams)