How to get the best from your employees

1
How to get the best from your employees

• Mike Hopkins and Chris Pike

2
Our agenda or a journey through the employment
maze

• Welcome to the company
• Keeping safe
• Training
• Saying goodbye

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Recruitment is..

• .Exciting
• .An opportunity
• .A cost
• .A pain in the

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Whats the first thought when someone resigns?

• Oh great (you wanted him to go)
• Oh help
• What an opportunity

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Recruitment is an exciting opportunity

• I want to persuade you of that
• I want to prove that you can save money by good
  recruitment practice
• Recruitment can be a profit centre

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Recruitment

• Best practice tips
• Do your homework
• You are in the shop window for your company
• Prepare job and person description
  C\Presentations\JCY4437NRW_form_2_job_description
  .doc
• Consider profiling 7 point plan KASH
  profileC\Presentations\KASH profile.pdf
• Testing
• AptitudeC\Presentations\Mechanical test 1.doc
  C\Presentations\Mechanical test 2.doc
  C\Presentations\Clerical - comprehension.doc
• Colour blindness
• ProcedureC\Presentations\recruitment_checklist.do
  c
• The interview
• Have a structure especially if more than one
  interviewer
• Prepare questions
• Tell the candidates what is going to happen
• Manage the time
• Make notes

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Employment Documentation

• Essentials
• Written Statement of Terms and Conditions of
  Employment..\May Networking 2007\DRAFT CONTRACT
  BASIC NOV 06.dot
• Discipline and Grievance Procedures
• Health and Safety Policy
• Equal Opportunities Policy
• Discrimination Policies
• Race / Religion
• Sex / Gender
• Disability
• Company Rules

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Employment Documenation

• Desirables
• Company Handbook
• Family Friendly Policies
• Stress Policy
• Bullying and Harassment Policy
• Data Protection Policy
• E-mail / Internet Policy
• Drugs and Alcohol Policy
• Redundancy Policy
• Have you got the legal documentation in place?
• Try the BPIF HR Healthcheck
• Provides a ge Score Actual against Possible
  ..\May Networking 2007\SampleHRScoresheet

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The Induction

• Induction Checklist...\May Networking
  2007\DraftInductionChecklist-Offices_1.XLS
• Have a Meeting with the Employee
• Background information / philosophy of the
  Company
• Provide Documentation
• Introduction to Personnel
• Introduction to Departments
• Timescales for Induction

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Keep Safe

• Legal Obligations
• Statute Law..\May Networking 2007\VLGL6FEPSU_Legis
  lation_and_Enforcement_GD.doc
• Actions Governed by Parliamentary Laws
• Acts of Parliament and Subsidiary Regulations
• Health and Safety at Work Act 1974
• Reasonably Practicable
• Industry Standards
• Common Law
• Duty of Care
• Liability Insurance

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Health Safety Healthcheck

• Have you got the legal documentation in place?
• Correct Documentation is Essential
• Ensures the Legal Requirements
• Determines What Needs to be Done
• How does the Healthcheck Work?
• Asks a Series of Questions..\May Networking
  2007\SampleHSHealthcheck.rtf
• Determines What is in Place
• Provides a Legal Explanation
• Determines the Status of the Company
  Documentation
• Provides a ge Score Actual against Possible
  ..\May Networking 2007\SampleHSScoresheet -
  HS.rtf
• Provides a Business Solution
• Actions Grouped as Legal Requirement or Best
  Practice
• Actions Ranked in order of Importance..\May
  Networking 2007\SampleHSActions.rtf
• Provides a Full Comprehensive 30-40 page Report

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Induction Training

• Legal Obligations
• Have a Meeting with the Employee
• Health and Safety and Environmental Policy..\May
  Networking 2007\Health and Safety.doc
• Provide Documentation
• Introduction to Safety Committee
• Induction..\May Networking 2007\DraftInductionChec
  klist-Production.XLS
• Responsibilities Personal / Others
• Training Immediate and Future
• Machinery / Equipment
• Chemicals / Solvents / PPE
• Timescales for Induction and Training
• Who Completes the Induction Checklist?
• HS Manager / Competent Person
• Signed Induction Checklist to be kept on
  Employees File

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Training

• Start at the beginning
• Skills training
• Other training
• Paying for it

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Start at the beginning

• The business plan
• The training needs analysis (TNA)C\Presentations\
  TNA model.doc
• The training plan
• Committment

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Skills training

• ApprenticeshipsC\Presentations\British Print
  Apprenticeships.mht
• C\Presentations\British Print Work Based
  Training Courses Print skills.mht
• Training for everyoneC\Presentations\British
  Print Work Based Training Upskilling For The
  Over 24s.mht
• NVQs

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Other training

• Directors
• ManagersC\Presentations\Short Courses Business
  Development.mht
• SupervisorsC\Presentations\British Print Team
  Leader Training.mht
• Commercial

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Paying for it

• Allocate a budget
• Cheapest is not always best
• A helping hand
• http//www.traintogain.gov.uk/Region/YorkshireHumb
  er/
• C\Presentations\Yorkshire and the Humber.mht
• http//www.businesslink.gov.uk/bdotg/action/layer?
  topicId1073858790r.sm
• C\Presentations\Finance and grants Business
  Link.mht

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And now its your turn.

• How much do you know about employment law?

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Say Good-Bye

• Positive Discipline..\May Networking 2007\Policy
  Statement.doc
• Procedure for Correction of Behaviour
• Counseling
• Analyse Shortfalls
• Bridge the Gap
• Training
• Procedures
• Documentation
• Keeping Records

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Say Good-Bye

• How to get it Right
• Disciplinary Procedure..\May Networking
  2007\FPUV2IFZ0N_DiscPolicy.doc
• Investigation
• Suspension
• Invitation to Disciplinary Meeting
• Right to be Accompanied
• Opportunity to State their Case
• The Decision
• Verbal
• First Written
• Final Written
• Dismissal
• Alternative to Dismissal
• Right of appeal
• Minutes of the Meeting
• Essential Record

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Say Good-Bye

• How to Get it Right
• The Grievance Procedure..\May Networking
  2007\IV1TFCCBF4_GrievProcedure.doc
• Must be in Writing
• Representation at any stage of the Procedure
• Stage 1 Immediate Supervisor
• Stage 2 (appeal) - Line manager (If not resolved
  within 7 working days)
• Stage 3 (appeal) Director (Decision in writing
  within 7 days of the Appeal)
• Recorded on Employees record
• Minutes of the Meetings
• Essential Record

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Say Good-Bye

• Penalties
• Tribunal Awards
• Maximum Basic Award - 9300
• Immediate Loss of Earnings
• Future Loss of Earnings (Maximum 6 months)
• Maximum Unfair Dismissal - 60,600
• Uplift of 10 50
• Example of Awards - 2006
• Unfair Dismissal..\May Networking 2007\Table
  3.doc
• Race Discrimination..\May Networking 2007\Table
  5.doc
• Sex Discrimination
• Disability Discrimination

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And finally.

• Its goodbye from me and its goodbye from him!
• Any questions?

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Customer Service Excellence
Keeping and Building
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Introductions

• Tim Wilkinson BPIF Business Associate
• Market Research and Analysis
• Sales and Marketing Strategies and Tactics
• Customer Service and Sales Training and Mentoring

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Marketing
Getting Focussed
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Tactical Marketing

• The detail

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Sales
Growing Business with a Good Sales Strategy
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Sales Strategy

• A clear picture

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Educating Sales StaffSpecialist market segments
in your business?

• Who do you help the most?
• Understand your client types
• Understand your product types
• Learn to talk about specialisms
• Specialists are more profitable than generalists

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Sales Tactics

• The detail

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Executing the plan

• Asking questions and listening
• Delivering what the customers want
• Learning to say no
• Teamwork
• Adding value
• Targets and persistence

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Customer Service

• Who cares for the customer?

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The facts about customer service
Customer Service

• Its holistic - 12 sectors
• but much centres on the key people who are in
  contact with the customer
• How does the rest of the team, and the company,
  support client facing staff?

Ops
Finance
Sales Marketing
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Agenda

• Servicing the customer
• Keeping the customer
• Adding value to the sale
• CSRs as hidden sales force

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Customer Services

• Base Line
• Understanding Client Requirements
• Developing Relationships and building Trust
• Cost Reduction and Productivity Gains value
• Transaction Infrastructure

• Differentiators
• Asset Utilisation Investment
• Value Added Services
• Operations Process Control
• Managing Innovation
• Image
• Identifying New Opportunities
• Training Education
• Climate for Action

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.with better returns
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Impact of poor customer service

• Lose existing clients
• Fail to gain potential clients
• Low share of work from existing clients
• Eroded margins
• Poorly focussed activity
• Wasted money and effort
• Under utilisation
• Lost or unidentified opportunities
• Poorly motivated staff and staff retention

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Discovery Asking the customer

• Directors
• Sales
• Customer Services
• Technical

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How do you get the information

• Strategic reviews
• Operational Reviews
• Collecting sound bites
• Questionnaires
• Pre job briefings
• Post job debriefings
• Socialising ideas

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Improvement by doing

• Education, Training and Mentoring
• one of the top three things all workshop
  participants say they need to do

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Contact

• Tim Wilkinson
• TWA Ltd
• The Old Vicarage
• Minster Yard North
• Beverley
• HU17 0DP
• 01482 871090
• tim_at_twa.eu.com