session one:

leading your business

who the hell is andy hanselman?
i help forward thinking
organisations improve
their competitiveness
and profitability
how I work…….
awareness
assessment
action
who are you?
what does
success
look like?
 satisfied
customers
sufficient ‘delighted’
customers
 sufficient ‘devoted’
customers

committed
motivated L maximised
financial
effective returns
people
 sufficient ‘devoted’
customers

committed
motivated L maximised
financial
effective returns
people
 sufficient ‘devoted’
customers

committed
motivated L maximised
financial
effective returns
people
 describe
your business
•what are your scores?
•how do you maintain the balance?
•what are your challenges?
what’s the difference between
management and leadership?
 managers
• maintain the status quo
• monitor situation
• allocate resources
• communicate targets
• measure the results
• feedback on the trends
 leaders
• strategic thinkers
• look forward and create visions
• challenge
• motivate
• inspire
 strategic on
operational
tactical in
get that
‘vision
thing’
• Creating a clear picture of the future that
‘stimulates, excites and inspires’
• Getting everyone to ‘buy’ into it
• Ensuring that everyone understands what’s
expected of them
• Turning it into meaningful goals and targets
• Communicating progress towards it
continuously
• Celebrating successes
• Working ‘On’ it consistently
The Five Steps in the Leadership Process:

• Creating a vision &/or coming up with

business enhancing ideas
• Turning these into viable projects
• Getting real commitment to projects
• Creating a supportive climate for projects
• Being persistent - seeing things through to
completion
it’s quiz time!
 “our driving purpose
is to provide
legendary service
and memorable
products that
delight our customers”
Ann Summers Pizza Hut WH Smith
 “our driving purpose
is to provide
legendary service
and memorable
products that
delight our customers”
Ann Summers Pizza Hut WH Smith
 “our vision is to be an internationally
recognised, world leading organisation,
in which people are valued
as individuals, team – working
is the norm, continuous improvement
is everyone’s personal objective
and contributing is an
enjoyable and rewarding experience”

Church Of England British Aerospace Maxim Magazine

 “our vision is to be an internationally
recognised, world leading organisation,
in which people are valued
as individuals, team – working
is the norm, continuous improvement
is everyone’s personal objective
and contributing is an
enjoyable and rewarding experience”

Church Of England British Aerospace Maxim Magazine

“to help people achieve their full
physical, intellectual, social
and spiritual potentials,
as individuals, as responsible
citizens and as members of their
local, national and international
communities”
Church Of The Scout
Ann Summers Scientology Organisation
“to help people achieve their full
physical, intellectual, social
and spiritual potentials,
as individuals, as responsible
citizens and as members of their
local, national and international
communities”
Church Of The Scout
Ann Summers Scientology Organisation
“our future depends on our
continuing ability to
anticipate the lifestyles
and tastes of our customers
and to provide products
and services which exceed
their expectations”
Ann Summers Whitbread World Of Leather
“our future depends on our
continuing ability to
anticipate the lifestyles
and tastes of our customers
and to provide products
and services which exceed
their expectations”
Ann Summers Whitbread World Of Leather
 “the symbol of power – to
be one of the world’s
leading high integrity
power systems companies
for the next century”

Rolls Royce Ann Summers Braun

 “the symbol of power – to
be one of the world’s
leading high integrity
power systems companies
for the next century”

Rolls Royce Ann Summers Braun

“to offer scientifically
validated solutions
to the nation’s
problems”

Natural Law Party Boots Personal Maxim Magazine

Hygiene Division
“to offer scientifically
validated solutions
to the nation’s
problems”

Natural Law Party Boots Personal Maxim Magazine

Hygiene Division
 “we create demand by continually
expanding the relationships that
bonds our trademarks…with the
five billion people on this planet.
Everything we do must strengthen
that bond, and we will utilise every
available resource to expand
the value of our trademarks in
the hearts and minds of our consumers”

Maxim Magazine Coca Cola The Scout

Organisation
 “we create demand by continually
expanding the relationships that
bonds our trademarks…with the
five billion people on this planet.
Everything we do must strengthen
that bond, and we will utilise every
available resource to expand
the value of our trademarks in
the hearts and minds of our consumers”

Maxim Magazine Coca Cola The Scout

Organisation
 “Our aim is to dominate the
global market fully, by providing
a product for our clients that not
only satisfies and stimulates, but also
offers them the opportunity to further
themselves as individuals and
be massively attractive to women”

Proctor & Gamble Ann Summers Maxim Magazine

 “Our aim is to dominate the
global market fully, by providing
a product for our clients that not
only satisfies and stimulates, but also
offers them the opportunity to further
themselves as individuals and
be massively attractive to women”

Proctor & Gamble Ann Summers Maxim Magazine

what does a vision look like?
a vision.......
• is not simply a set of
financial figures
• is not a business plan
• is not a ‘pie in the sky’
idea
• is more than words in the
MD’s annual speech
a vision

• is a picture of the future

that we want
• is a point of strategic
focus for the leadership
of the business
• is something for
everyone to work
towards
get that
‘vision
thing’
IMAGINE THE FUTURE - WHAT DOES
IT HOLD FOR YOUR BUSINESS?
-THEN THINK AGAIN!!!!
“Well-informed people know it
is impossible to transmit the
voice over wires and that
were it possible to do so, the
thing would be of no practical
value”
Editorial in the Boston Post 1865
 “Heavier-than-air
flying machines are
impossible”
Lord Kelvin,mathematician, physicist, and president of the
British Royal Society, 1865
 “The telephone has too many
shortcomings to be seriously
considered as a means of
communication. The device is
inherently of no value to us”

Western Union internal memo,1876

 “I think there is a
world market for
about five computers”
Thomas Watson, Chairman of IBM, 1943
“There is no reason
for any individual to
have a computer in
their home”
Ken Olsen, President of DEC at the Convention of the World
Future Society, 1977
“640k ought to be
enough for
anybody”
Bill Gates, 1981
“Newcastle United are too
good to get relegated from
the Premiership”

A Geordie, 2008
 what will we
have in place by
the end of
march 2009?
 what will we
have in place by
the end of
september 2008?
people tell us they need to know:
how is this vision relevant to me?
what specifically do you want me to do?
how will I be measured?
what consequences will I face?
what tools and support are available?
what’s in it for me?
how are we doing?
the leader’s role?
to help people
answer these
questions
a leader's job is
to rally people
toward a
better future
marcus buckingham
where are
we now?
 FINISHED FILES
ARE THE RESULT OF
YEARS OF SCIENTIFIC
STUDY COMBINED WITH THE
EXPERIENCE OF YEARS
 FINISHED FILES
ARE THE RESULT OF
YEARS OF SCIENTIFIC
STUDY COMBINED WITH THE
EXPERIENCE OF YEARS
S
W
O
T
Sheffield
Wednesday
On
Their way down
Strengths
Weaknesses
Opportunities
Threats
 PESTEL
• P olitical
• E conomic
• S ocial React
• T echnological Or
• E nvironmental Die
• L egislative
Stop
Start
Continue
identify the
customers
you want to
work with
 HIGH
ENTREPRENEURIAL

B A

LOW SELL HIGH SELL

ON OPPS ON OPPS

D C
LOW
ENTREPRENEURIAL
 get rid of
the
customers
you don’t
want
give your customers a
damn good listening to
Turnover
is vanity,
profit
is sanity
 “One in two
businesses
cannot accurately
determine their
profitable customers
and products”
Source: KPMG
“show me the money!”
 10 COMMON BARRIERS:
• FOCUS ON TURNOVER NOT PROFIT
• LACK OF UNDERSTANDING OF PROFITABILITY
OF SPECIFIC PRODUCTS AND SERVICES
• LACK OF PROACTIVE MANAGEMENT CONTROL
• UNWILLINGNESS TO SAY ‘NO’
• STAFF HAVE NO UNDERSTANDING OF THEIR
IMPACT ON PROFITABILITY (POSITIVELY OR
NEGATIVELY)
• NO PROFIT TARGETS
• MEASUREMENT OF THE ‘WRONG THINGS’
• LACK OF MANAGED PRICING POLICY
• ‘NUMBERS’ LEFT TO THE ACCOUNTANTS
• NO PROFIT IMPROVEMENT PLAN
where are
we going?
 useful elements of a business plan:

• Goals / Targets
• Markets / customers
• Competitors
• Competitive strategy
• People / Skills / Numbers
• Resources
• Budgets
• P & L / Cashflow
• Milestones / Key Indicators
how do you
measure up?
“Vision without
action is

hallucination”
Andy Law, St.Lukes
 scare yourself,
otherwise you’re
not doing
anything new
Mary Murphy Hoye, Head Of R & D, Intel
“take the first
step in faith. You
do not have to
see the whole
staircase.
Just take
the first
step.”
Martin Luther King
don’t just stand
there….. do
something!
dick dastardly
people can be
divided into
three groups
those who make things happen

those who watch things happen

those who ask ‘what happened’?

MISSING
YOU
ALREADY
want more? visit: www.andyhanselman.com