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Plus Delta Hosts a ‘Fireside Chat’ with Charlie & Edie Seashore Discussing the Future of OD (Organization Development)

Our adventures at the Organization Development Network conference continued last night with our firm hosting an exclusive fireside chat with Charlie and Edie Seashore. This amazing couple has been in the field of OD for almost 40 years and their experience and accomplishments are legendary. But what impressed me the most about these two last night was their humility and willingness to give back. They have generously donated their time to countless events like ours and continue to give back to the field that has given them so much.

The topic of the conversation last night was the “Future of OD”. Here is what these two had to say about their professional (and personal) past, and where they see the field going in the future:

part 2
part 3
part 4

This quiet venue was the perfect ending to an action-packed day, and we deeply thank the Seashores for their time!

PDC and Seashores

Where do you think the field of OD is going? Is the future bright or dark? Join the discussion on our Future of OD group on LinkedIn and provide your initial comments below!

Posted in Events, OD Insights Tagged with: , , , , , , ,

The Future Of OD and the Role of Web 2.0: A Tipping Point?

Are Web 2.0 and social networking technologies the next “great app” in the field of OD to enable self-organizing systems and to build better working relationships in the organization?

If I were a betting man, I would bet that half of the attendees at this year’s OD Network conference would click “Delete” on their email application if this showed up in their mailbox. The other half (or less?) would be intrigued and hit the “scroll down” button to read more. Are we at the “cutting edge” of OD by talking about the role of Web 2.0 technologies instead of talking about “authenticity”, “power and affiliation needs”, or “process facilitation”? Or are we so far off base in introducing this vernacular into the lexicon of OD professionals that we will see it fall off the radar screen of OD and into the abyss of other “flash in the pan” concepts?

Read more ›

Posted in Accelerated workplace, Collaboration, OD Insights, Social Media Tagged with: , , , , , , , , , , ,

Are we Tour Guides or Expedition Specialists?

Plus Delta Team with Rob and Harry

Last night, several of Plus Delta’s team members attended a reception hosted by Geoff Bellman in Seattle. It was designed to be a warm welcome to kickoff this year’s OD Network annual conference, and boy was it ever! The food was excellent, the wine was superb, and the conversation with our OD brethren – some long-time friends and colleagues, and others new acquaintances – quite delightful. The high point of the event though was a presentation by Rob Fijlstra and Harry Wullings, two seasoned OD practitioners from the Netherlands (click here for more on them).

Fijlstra and Wullings

In their talk, Rob and Harry posed the question of whether or not those in attendance were “Tour Guides” or “Expedition Specialists”. To paraphrase them a bit, a tour guide is someone who leads his/her client group on a safe and well-planned journey to sites that he/she has probably experienced many times over again. While the metaphor may sound reasonable for many – and even necessary at times – this type of OD guidance may never get a client group out of their comfort zone or beyond something that might be called incremental change.

An expedition specialist, on the other hand, takes his/her client group off of this somewhat traditional path. In essence, he/she would say, “You know, I’ve never been down this road before, but I think you’ll enjoy the journey. Just trust me. Everything will be OK!” And the right type of client with ample trust in his/her OD guide might just agree. That’s the type of relationship and type of work I aspire to. Realistically though, I’m still committed to meeting my clients where they’re at and believe that incremental change is better than no change as long as it puts them on the path.

So are you a tour guide or expedition specialist? Check out these links to their presentation to learn more from Rob and Harry’s approach to OD:
Presentation part I
part II
part III
part IV
part V
part VI

Posted in Events, OD Insights, Workplace Policies Tagged with: , , , , , , , ,

Are you a Level 5 leader? Jim Collins reminds us why you need to be

As I mentioned in my other post on the Inc. Awards, we had the opportunity to hear Jim Collins speak at the Inc. 500/5000 conference in September. It was amazing to hear him speak about what makes good companies ‘great’. According to Jim, great companies are not made by accident, but by careful planning and flawless execution. Here’s what else he had to say during a Q&A session:

Posted in Accelerated workplace, Events, OD Insights Tagged with: , , , , , , , , ,

Tony Hsieh of Zappos tells us about importance of customer service at Inc. Conference in DC

Tony H

Another great speaker at the Inc. Conference in September was Zappos.com CEO Tony Hsieh. Tony came to talk with us about customer service. I decided to sit up straight and listen because this guy took a small-time internet company with less than $2 million in revenue to generating $1 billion (yes, with a ‘b’) in sales in less than 10 years. His main philosophy and road to success? Great customer service. Now many companies say the same thing, but here’s what makes Tony’s company different:

• All new employees – no matter what level – work in the call center and shipping docks for at least two weeks. This gives them a solid understanding of the needs of the customer.

• Zappos doesn’t spend a lot of money on direct marketing (magazine ads, billboards, etc.). Instead they put their money into the ‘wow’ factor for customers. This may take the form of free overnight shipping or other enhancements.

• The company doesn’t have restrictions on their customer service call centers. Customer service reps can talk as long as needed to ensure that the customer gets their needs met. According to Tony, the longest customer service call was over 5 hours!

• Lastly, Zappos has very easy access to customer service. The customer service hotline is on every page of their website (instead of buried at the bottom of a ‘contact us’ section) and they boast a 365-day return policy.

Way to go Tony! To learn more about Zappo’s culture and how Tony is leading the charge in customer service, check out their website.

Posted in Events, OD Insights, trends, Workplace Policies Tagged with: , , , , , , , , , , ,

Customer Loyalty: The formula for success

loyalty building

Customer loyalty.  It’s critical in every business and every industry.  In the consulting service arena, it is often a “make or break” proposition for independent consultants, small firms, and even the large consulting houses.

What creates customer loyalty?  Clearly, delivering promised results is an essential ingredient.  But what are the essential qualities of the consultant who can nurture the kind of partnership with their client that leads to a steady stream of work, project after project.  And, better yet, does their work lead to unsolicited referrals to other clients?  What does the client look for when hiring a consultant, or more importantly, what does the client receive from a currently engaged consultant that makes them want to “hold on” to that consultant for the next project, and the next, and the next, etc.?

Read more ›

Posted in OD Insights, Workplace Policies Tagged with: , , , ,

OD: The Field of Organization Development Defined

Org Development and Change textbook

What is OD? How is it defined, and is there one correct definition? I have been asked this several times over the years from various places including my family (my mom still isn’t quite sure what I do for a living), to clients and the random person on the airplane. So I decided to do some research and come up with the best definition of OD. In my opinion, the best one comes from Cummings and Worley in the 6th Edition of their book “Organization Development & Change” and is as follows:

“Organization Development is a systemwide application of behavioral science knowledge to the planned development and reinforcement of organizational strategies, structures, and processes for improving an organization’s effectiveness”

This definition is a blending of the various facets of organization development and, in my opinion, is a great hybrid of Burke, French, Beckhard, and Bennis. But don’t take my word for it; here’s what these four men had to say about OD:

Read more ›

Posted in OD Insights Tagged with: , ,

Social Networking Sites in the Workplace: Generational Divide?

cute social-networking graphic

A current Yahoo news story reports:

“A new survey developed by Robert Half Technology suggests people who like to use social-networking Web sites while they’re at work could be violating company policy. Fifty-four percent of the companies surveyed said they prohibit the use of social-networking sites, like Twitter and Facebook.”

“There are some places that allow social-networking, but not many. About 20-percent allow employees to use social networking sites for work purposes only. Only 16-percent allow personal use.”

I attended a conference on Talent Management about a year ago, and a panel discussion debated whether or not such social networking sites like Facebook, MySpace, Twitter, LinkedIn, and Second Life should be allowed in the workplace. The consensus?

Read more ›

Posted in Collaboration, Social Media, trends, Workplace Policies Tagged with: , , , , , , , , , , ,

What do Microsoft, Jamba Juice, Oracle, and Plus Delta All Have in Common?

We are proud to announce that we are number 1498 on the list of 5000 fastest-growing private companies in America as rated by Inc. Magazine! The announcement was made in August that we had made the list by obtaining approximately 250% growth during the rating period. We were so happy to know that we had made the list – especially during these economic times!

Jeremy and I went to DC in September to accept our award. Inc. Magazine has developed a conference around the 500/5000 list and I recommend all entrepreneurs check it out (regardless of whether you’re on the list or not)! The conference is packed with great speakers including Tony Hsieh and Jim Collins (I’ll write about those highlights next) as well as fabulous break-outs and sponsors. Oh, and did I mention the opportunity to be surrounded by 5,000 of the country’s most successful entrepreneurs?

The two-day event was closed out with an amazing awards gala. A black-tie event where Jeremy and I got a chance to pick-up our award.

Receiving our award from the publisher

Read more ›

Posted in Events, trends Tagged with: , , , , , ,

Floating Above the Workforce Management Current with eworkforce as Your River Guide

Are you taking advantage of our bountiful rivers this summer? From plenty of rain this winter to the warm sunshine rays this spring, it is a once-a-decade magical opportunity! One of our client contacts who is a Director in a busy IT department actually releases his stress serving as a weekend river guide during the summer. When talking about the conditions this year, he recently shared, “The river is definitely full this year, but,” he leaned in, “the undercurrent can be very dangerous.” Well, we believe it takes the same kind of courage you need to face a swift river of roaring rapids as it does to continuously face the flow of never-ending project demands in an organization.

Sound familiar?

  • Keeping track of how many and what type of resources will be needed to support your business-critical project initiatives.
  • Being asked to deliver exceptional results with internal staff who aren’t prepared for or sometimes even skilled in the required work.
  • Dealing with lean hiring budgets or even worse a hiring freeze.
  • Having strict requirements for engaging external consultants to supplement your internal team members.
  • Monitoring whether or not sourcing additional team members is on schedule across departmental silos and global lines.

All of these common challenges can significantly impact the success of your project efforts and quickly become powerful forces colliding to create strong undercurrents of redundancy, inefficient spending, and under performance.

Whew! Wouldn’t it be easier to put down our paddles, jump ship, and simply let the river current float us downstream? Unfortunately, that majestic stream called “seamless workforce planning” doesn’t seem to exist at times. To help our clients, colleagues, and alliance partners float above the workforce management current this summer, we are excited to announce our strategic partnership with eworkforce. Instead of continuing to paddle upstream, we can now ensure you have all the right people in the right place at the right time!

“Organizations spend millions and millions of dollars every year engaging costly contract consultants to support their projects because they don’t have the right internal mix of resources and skill sets available when needed. We approach this by using existing workforce data to manage and develop people more strategically and create efficient, sustainable organizations.”
– Brad Kelley, Co-Founder & Chief Executive Officer, eworkforce

So how do we really partner with a solution provider like eworkforce? Plus Delta and eworkforce were recently engaged by a Fortune 200 company in Northern California that wanted to manage its resources more effectively. More specifically, this organization’s IT department consisted of approximately 2,000 people – almost half of whom were external contractors when we began. Beyond this obvious imbalance in staffing, the department lacked the management capability, business process, and organizational discipline required to achieve significant cost savings and increased efficiencies. While the implementation effort is still under way, the business case suggests an annual savings of at least $35M per year (10% of their previous spend) along with considerable productivity gains for the future. More importantly, we expect to deliver the foundational capabilities and business practices required for this IT organization to support a leading F200 business well into the future.

Today’s workforce is dynamic, and business is constantly changing. For most companies, their largest and most important asset is their people. At the same time, their people are oftentimes their most costly resource, and they don’t have the insight needed to adapt their workforce to the changes around them. Our combined approach with eworkforce now enables companies to make better decisions about their current and future workforce needs and in doing so dramatically reduce their operating costs.

eworkforce has proven to be a robust workforce management toolset that satisfies any resource planning need. Whether it’s staffing their short-term project work or managing the complex schedule of 24×7 healthcare organizations, CIOs, CFOs, heads of PMOs, and strategic HR leaders have already achieved the following benefits with eworkforce:

Actionable decision making Enhanced management capabilities
Improved financial controls Significant cost savings

Can Plus Delta help you enhance your workforce management practices to make sure you have the right people in the right place at the right time? Give us a call at +1 (310) 589-4600 or email us at support@plusdelta.net to get started. Plus Delta’s keen focus in this relentless flow of organizational change is to assess your current resource capabilities, evaluate your future requirements, and implement the eworkforce systems and associated business practices required to keep the two aligned moving forward. This is one big rock you surely want your river guide to steer around!

Posted in Newsletter Features

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