Last year the Northwest Zone introduced Increasing Human Effectiveness (IHE) to their partners and the company. As a result of the profound impact the program had on our partners and our business, the rest of the retail group of North America participated in the program earlier this year.
Because of its focus on the individual, the Increasing Human Effectiveness program really has hit home for Starbucks partners. I’ve heard from people from throughout North America thanking me for assisting with their “human development” vs. simply focusing on the development of their business skills.
We have taken 4000 partners through the IHE process, and 3000 of them in a one-month period at our zone conferences this last April. Your associates were indispensable in helping us pull all of this together. The expertise, experience and “yes we can” attitude they brought to the table contributed significantly to the success of the IHE experience. Their involvement with the Zone leadership in the planning, execution and follow-up has been invaluable.
In the long run, who we are as people, how we feel about ourselves and the actions we take because of it are the deciding factors in the impact each of us makes in our daily lives.
Starbucks has enjoyed one of the best years in the history of our company, and IHE has clearly been a catalyst in that process and played a significant role in our success. IHE has been absorbed into our culture and will be part of our future. Because of the impact IHE has made, and continues to make, we have incorporated IHE as an ongoing part of our core partner development at Starbucks.
Thank you for your wonderful program and your commitment to those you serve.
Howard Behar President, Retail North America
IHE has been the single most beneficial staff development process we’ve ever offered in my 20+ years with the company. With close to 500 associates already having participated in the two-day seminar, our internal facilitators and plant management personnel have been literally inundated with praise and thank you messages for making this program available to our associates.
From a business perspective, IHE made sense right from the start. Because of its emphasis on empowerment, personal accountability and attitudes, it has proven to be a perfect complement to support (and arguably anchor) both our Lean Enterprise and Strategic Deployment initiatives. In those facilities that have incorporated IHE into the traditional mix of technical training, I’ve personally noticed significant improvement in associate morale, teamwork and, most importantly, productivity. In fact, Parker was invited to present at the Nebraska Governor’s Summit to showcase how we utilized IHE to set the foundation for becoming a world-class manufacturing operation.
From a cultural perspective, I truly believe IHE is beginning to make Parker a more employee-friendly place to work. That’s because the program helps our people just as much in their personal lives as it does their professional ones. The stories of associates demonstrating dramatic behavior improvements are numerous and the resulting culture of friendliness and mutual support is readily apparent. Importantly, this comes back full-circle to help Parker in the form of improved communication patterns, greater employee loyalty, and, ultimately, a greater individual commitment to “getting the job done.”
From an investment standpoint, there’s no doubt we had a bit of convincing to do before some of our senior managers saw the value in investing in a “personal” development process during these challenging economic times. I’m pleased to say that many of them are inquiring about IHE for their business units (and even signing up for the classes!).
Strategically, IHE is helping Parker position itself to become the employer of choice in the communities in which we operate. Due to our increased operating efficiencies and the “can do” attitude of our associates in servicing the customer, I believe IHE will also have a significant impact in helping us become (or remain) the supplier of choice to our current and future customers. Thanks again to you and Glen for help in making my vision a reality!
John Koynock Area HR Manager, North America
United States Airforce
I just wanted to pass on to you how valuable Increasing Human Effectiveness has been for my organizations. I have brought the course to three different Air Force bases and four organizations. These organizations were dealing with either base closure, lack of unit cohesion, or new organizational development issues. The effects of IHE were phenomenal leading to a culture of positive attitudes and change enablers.
Your course allowed me to change the culture and in one case develop a culture. The organizational climate was enhanced by empowerment, taking personal accountability for actions and positive attitudes, as well as accepting change. In many cases, employees became change agents to improve their work environment. Many employees still send me notes on how valuable it was for them personally. I am now investigating the possibility of bringing IHE to my new location – Hanscom AFB, MA. In today’s world of transformation, we need to foster and build a positive climate for change.
There is no doubt in my mind that your course and tools were the keys to my success in my personal goal of reaching the Senior Executive Service, as well as the success of many employees I had the honor to bring IHE to. Thanks for developing IHE, and keep the positive attitude.
Ernest A. Parada, SES Director, Plans and Programs
I just wanted to take the time to thank you for introducing the “Increasing Human Effectiveness” program to our company. Since I went through the facilitator’s course in Tempe, Arizona, I have lead four classes through the IHE program. Without fail, the results have been fantastic! I have personally tracked the sales people who have attended the class and each one of them has increased their previous year’s sales by a strong margin. I have had reports of attendees having better relationships both at work and at home. The goal setting has proved to be very positive. A strong majority of those who set a goal in class have called or stopped in my office to report that they successfully reached their goals and were already working on new ones!
I teach several classes to our employees, and this course is not only my personal favorite, but also regarded as the best of the bunch by our employees. We offer the class as an optional program, and I have a waiting list in effect because so many people have heard how great and how effective it is from those who have attended.
On a personal note, the curriculum has helped me in so many ways – at home, at work and most importantly in my outlook on life! My attitude is much more positive and as a result I am much more productive. This course is a must for anyone seeking to learn more about themselves and about their potential.
I know without a doubt that our company has benefited from the IHE program. Thanks so much for sharing your vision with us.
Lisa Llewelyn Director of Training and Development
CHRISTUS St. Elizabeth Hospital
I wanted to write and share some of the success and positive feedback that CHRISTUS St. Elizabeth Hospital has experienced since the inception of IHE. We implemented IHE in January 2004 and have taken approximately 613 associates through the program. The overall response we have had is extremely positive. Our associates love the material, especially the DVD segments. Our CEO is one of our facilitators, and he receives numerous calls and letters of thanks for the program. We have recently sent out a survey to learn about follow-up adherence to the program content from associates who attended earlier this year. Although early, the surveys are coming back that the material is being used and these associates believe that IHE has a high impact on our day-to-day patient/customer interactions.
“IHE is by far number one in terms of consistent positive feedback from participant evauluations.”
Year to date, we are currently at the 70th percentile for Inpatient Press Ganey Scores. Back in February, our quarterly score was in the 44th percentile. Although we have numerous initiatives in place to increase patient satisfaction, I believe IHE has contributed to that impressive increase.
Before coming to CHRISTUS two years ago, I spent 20 years with several different companies delivering Wellness Programs. IHE is by far number one in terms of consistent positive feedback from participant evaluations. I am privileged to have the opportunity to share IHE principles with other people.
I must say also that you are a customer-friendly organization that understands and meets our associate development needs. We have enjoyed a great partnership with you!
IHE is a winner! We continue to look for ways to follow up with the workshops and move our associate culture towards the IHE Principles. We are making good progress!
Michelle Hammerly Education Director CHRISTUS St. Elizabeth Hospital
Before IHE, life and work seemed to be full of negative “stuff.” At LeMay Enterprises, as in most companies, there were few, if any, set rules or procedures established to deal with the myriad of work-related and interpersonal issues that plagued our employees. Absenteeism, health challenges (including life-threatening cancer), poor attitudes, all threatened the very fabric of our organization. We knew we had to move toward a strategy that would enable each employee to be a problem solver, and in doing so give them the tools to create a more productive and positive life, both at home and work.
When we started introducing the IHE program to our employees, we could see an immediate improvement in attitudes. It brought an awareness of the unused power we hold within ourselves and the opportunities life holds available to each of us. Today, with the tools from IHE, confidence permeates the air. Employee attendance has reached an all-time high, people are greeting each other by first name basis, and there are more smiles to be seen. Two customer service representatives have completely changed the way they look at their customers (from seeing the problem to looking for solutions). One employee has renewed her relationship with her husband, and another with her children, and both attribute it to the class and tools it teaches. Three of our drivers have asked to take the class again, and a mechanic asked if his wife could attend the next program. The most wonderful part is how contagious the message is. It only takes two or three willing participants in each class to spark the fire, ignite the room and change begins.
To explain the specific process of change in a short letter is impossible, but what IHE does is point out that there is a path to a happy, more productive life, and it gets people started down that path. I personally thank you for these valuable tools and the benefits they continue to bring into my life.
Kathryn Marnell Facilitator
Windemere Real Estate
I wanted to take this opportunity to express my thoughts about the impact that Increasing Human Effectiveness (IHE) has had on my agents and myself. In my years in this industry I’ve seen many different programs come through the doors. IHE is clearly one of the most valuable if not the most valuable training I have experienced.
The IHE class was a remarkable two days. The information and tools that are provided during the class have allowed the agents to attain new levels of achievement, and the evidence is overwhelming. The new positive attitudes and atmosphere in the office are contagious and continue to improve.
The agents have changed the way they view challenges and each other; they are working cooperatively, encouraging and supporting each other. Issues that would have been difficult setbacks have now become stepping stones to achievement. A major impact IHE has had is the increase in sales. Several of our agents have increased their sales and attribute this directly to IHE.
I believe that every commission sales person should experience this program. As I write this letter we are putting together two more classes for my offices and they are filling up as quickly as we announce them. I look forward to our long-term partnership.