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1/30/2009

How to Successfully Leverage Your Resources in Tough Economic Times: Practical Strategies and Techniques

Shana Webster-Trotman, Ph.D Candidate WebsterManagement and Program Analyst U.S. Patent and Trademark Office February 3, 2009

Objectives:

1.

Assess organizational strengths, weakness, opportunities, and threats Understand effects of current economic realities on employee morale and well being Optimize human capital Develop strategies and techniques to leverage resources

2.

3.

4.

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Top Three Resources

People (Human Capital)

Money (Budgetary Allocation)

Time (Temporal)

Economic Downturn

Massive Layoffs Caterpillar Pfizer Home Depot Sprint General Motors Corp. Microsoft Intel United Airlines Best Buy Target

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Maslow's Hierarchy of Needs

Psychological Effects

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Factors that Affect Behavior

Attitude Aspect of human disposition that affects behavior and other forms of human condition. Three components are: expectancy of performance, instrumentality of how performance is believed to lead to reward, and valence for reward (Flaherty & Pappas, 2002, p. 136). Perception Refers to instant impressions that correspond to viewpoints and understanding of transformation (Piaget & Inhelder, 1969, p. 45). Perception and behavior are inextricably linked in that people behave the way they perceive.

Factors that Affect Behavior cont.

Personality Manifestation of consistent thought pattern and emotions in humans. Made up of internal (pleasure and pain) and external (motives, rewards, punishments) forces.

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Perception as a Driver of Behavior

Perceived Idea

Attitude

Intention to perform

Behavior

Perceived Outcome

How perception and attitude drive behavior.

Adapted from "Examining information technology acceptance by individual professionals." by L. I. Darsono & M. Gadjah, 2005. International Journal of Business, 7(2), p. 158.

Take the Pulse of the People

Visible Signs and Recognizable Patterns Employee Disposition

·Stress ·Depression ·Anxiety ·Fatigue ·Withdrawal

Trends

·Increase Leave Usage ·Low Schedule Adherence Compliance ·More Time on Personal Calls

Customer Feedback

·Customer Satisfaction Results ·Increase Customer Complaints

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Leadership

Responsibilities

Maximize Productivity Stimulate Creativity Increase Profit Margins Anticipate and Optimize Market Trends Cultivate Positive Organizational Culture Lead Change

Challenges

Limited Resources Job Uncertainty Flagging Corporate Vitality Employee Isolation and Disconnection Cultural and Geographical Barriers Motivating and Engaging Employees

VS

Strategies and Techniques

Conduct a SWOT Analysis Increase Communication with employees Prioritize initiatives Partner with other organizations to fund training Use internal resources to develop specialized training for call center staff

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SWOT Analysis

Three Step Approach: Identify, Draw Conclusions, Take Action

Strengths

Weakness

Opportunities

Threats

Maximize Strengths

Use strengths and capabilities as leverage Identify resources throughout the organization Barter, beg, and borrow Identify internal and external threats Take a proactive approach to reducing threats Communicate clearly and consistently

Minimize Threats

Strategies and Techniques cont.

Utilize Virtual Training Develop Peer to Peer Training and Coaching Programs Devise non-monetary nonincentives to recognize exceptional employees

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Strategies and Techniques cont.

Identify and use free trade and industry conferences and training Enlist the help of employees to identify non-value adding nonpractices and expenditures Provide employees with counseling and assistance services

Human Capital

"Coming together is a beginning. Keeping together is progress. Working together is success."

Henry Ford

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Questions

Contact Information

Shana Webster-Trotman WebsterManagement and Program Analyst U.S. Patent and Trademark Office Alexandria, VA 22314

Email: [email protected] shana.webster-

Work: 571-272-9698 571-272-

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