by tim keran, ceo/owner - ownership thinking · 2018. 2. 21. · 9/20/2013 1 using accountability...

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Using Accountability as anEmployee Retention Tool

By Tim Keran, CEO/Owner

• General Commercial Printing Products & Programs

• $8 Million Sales / 46 Employees / Est. 1967

Western Graphics Overview

p y

• 48,000 Sq Ft Plant / St. Paul, MN

• Lean Practitioner Since 2007

• Ownership Thinking Since 2008

• 6 Time Best Workplace In America Winner

• Over 2,500 Employee Improvements Since 2009

Western Graphics Overview

Unique Market PositionUnique Market Position• (What) Commercial Printing Products & Programs

• (How) A ‘Print For Demand’ Focus To Eradicate Print Obsolescence

• (Why) Giving Cash, Flexibility & Time Back To Customers

• (Who) All Industries Where Print Can Be Managed Better

• (Promise) We Will Be Your Print Improvement Partner

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a) Pirate from ‘Pirates of the Caribbean’

b) CSI TV Show Detective

c) Survivor Reality TV Contestant

d) 80’s Hair Band Member

Who Would You Rather Be?

e) All of them

Our Annual Theme Wall

456 Improvements. 365 Days. 6 Teams. 1 Game.

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Our Band Teams

Motley Crue Guns N’ Roses TeslaMotley Crue Guns N Roses

Def Leppard Skid Row Scorpions

Tesla

Battle of the 80’s Hair Bands Objectives

1. Monthly Battle of the Band Meetings (Communication)

2. Sold Out Shows in Twin Cities Print Market(Growth)

3. No Trashing Hotel Rooms (Reducing Expenses)

675 Improvements. 365 Days. 6 Teams. 1 Game.

(Reducing Expenses)

4. Follow the Band Manager’s Exact Directions…(Standard Work)

5. Don’t Go To Rehab(Client Satisfaction)

6. No Solo Careers(Working Together)

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• Accountability Problems

• Our Solutions

Discussion Agenda

Our Solutions

• Our Results

• Questions

Accountability Problems

Empowerment

Self Directness

Teamwork

Accountability Terminology

Contextual Learning

Group Wellness

Maslow’s Hierarchy of Needs

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Our people didn’t know where we were going.

Our people didn’t know how we were doing & how they were doing.

WGX Problems

Our people weren’t accountable for their results.

We played the “telling” and “selling” game.

Our performance reviews were late, long, and rushed.

The Five Dysfunctions

Trust is the basis of success.

Without trust there can be no Conflict.

Without conflict there can be no Commitment.

Wi h i h Without commitment there can be no Accountability.

Without accountability there can be no Results.

Or at least not the results you want.

Make It Happen

Help It Happen

Commitment Ladder

Let It Happen

Work Against

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From“No Potential

Here”

To“Unlimited 

OpportunitiesHere”

Accountability

Accountability Problems are People 

Problems

Accountability Successes are People 

Successes

We had an “Ownership” Problem

SolutionsFor

Better Accountability

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Vision

Roles & R ibiliti

Coaching C ti

WGX Tools to Drive Accountability

Responsibilities

ImprovementsScorecards

Conversations

#1 Vision

WGX Vision

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#2 Roles & Responsibilities

• Accountability Chart not an Org Chart

• Everyone has 5 Roles y& Responsibilities

• Check in Every 90 Days with Every Employee

• Only One Person’s Name in a Box

#3 Improvements

Going Home(Frustrated or With Energy)

Improvements

Two ColumnPosition Contract

Responsibilities AND

Improvements

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Improvements

“Problems are Gold. Finding Gold Makes You Rich.”

Everyone Can Create Profit

SALES

- EXPENSES

= PROFIT

Find the 8¢ Ideas(They are Everywhere, Need to Pick them Up)

Improvement Bonus Plan

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• Engaged people will get busy

• ‘On the Fence’ people will wait to see who wins

• Disengaged people will hide

Ask for Improvements & Culture Improves 

Immediately

Disengaged people will hide

• Weekly Dept Meeting

• Reds = Opportunities

#4 Scorecards

Company Scorecard

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#5 Coaching Conversations

• Discuss What’s Going On• 1X or 2X per Month Coaching 

Opportunities

121 Employee Scorecard

Iceberg Conversations(Find Out What’s Under the Surface)

Lots of Little Unresolved ProblemsProblems 

Piled Up Over Time

= 

Big Problems  

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Quarterly Performance

Review

Quarterly Performance Review

Quarterly Performance Review

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Quarterly Performance Review

Quarterly Performance Review

Performance Reviews(From Pushing to Pulling, From Mine to Yours)

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“I have not yet witnessed a spontaneous recovery from

More Frequent Conversations

spontaneous recovery from incompetence.”

-Susan Scott

The best leaders talk with their

More Frequent Conversations

The best leaders talk with their people, not at them.

Quarterly ReviewsFrom Exit Plan to Empowerment Plan

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Results

From Better Accountability

Results From 2008 to 2012

Rework From $215,000 to $40,000 /yr

Lost Time Accidents 2 in last 495,877 worked hrs

Sales Per Employee From $139,000 to $178,200

I t 2 044 Si 2009Improvements 2,044 Since 2009

Emp Survey Score From 3.87 to 4.06 (out of 5.00)

‘Timely Reviews’  From #38 to #2 Survey Q

Profit Sharing Paid $254,325 last 2 years

Employee Turnover From 18% to 5%

$150,000 

$200,000 

$250,000 

Dollars$

67% Reduction

Rework Reduction

$0 

$50,000 

$100,000 

,

20062007

20082009

20102011

Dollars$

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600

700

800

900

Employee Improvements

Company Wide Participation

0

100

200

300

400

500

600

2009 2010 2011 2012

2,044 Total Improvements

Quick Review

Our Accountability Improved When…

We Got Clear on

TeamWe work hard for 

each other

AttitudeWe care and we 

have fun

Clear on Our Core Values

ResultsWe strive to be the 

best

TrustWe do the right 

thing 

4 Core Values

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Our Accountability Improved When…

We Told Everyone The Score

Our Accountability Improved When…

We Shared the 

Insomnia

Our Accountability Improved When…

We Didn’t Beg orBeg or Bribe for Results

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Our Accountability Improved When…

We Answered WIFFM?

Our Accountability Improved When…

We Had Some Fun

Our Accountability Improved When…

People Owned TheirOwned Their 

Own Results!

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Thanks for Listening!

Tim Keran, CEO/Ownertkeran@westerngx.com

westerngx.com