Become a Leader in Your Pack

People need to get serious about more than understanding their roles. HPS will enable you to ensure your lending, investing, insurance, trading, or back office processing teams actually understand what their best people do and how to increase those behaviours continuously.

We all know about Lehmann Brothers, AIG, Citibank, Goldman Sachs, Fannie May, Freddie Mac, and, closer to home, HBOS, Bank West and Storm Financial. How are you going to make sure you’re always at the front, not the back?

HPS is an organisation of behaviour change specialists. We model the unique internal expertise used by your top performers and then use cutting-edge knowledge management technologies to propagate this success rate across your organisations faster than has ever been possible. With a specific focus on you, the client, gaining massive changes in performance, our request is that you consider the following questions.

Recognising Internal Success

• Do you know the names of your very best 10
• • Financial Advisors,
  • Business Development
  • Managers in the Funds Management Space – Insurance – Lending Brokers,
  • Contact Centre Managers,
  • Team Leaders,
  • Back Office Support Consultants,
  • Sales Consultants,
  • Customer Service Operators?

• Do you know around what criteria your best people were selected?
• Do you know how you could REALLY use these people?
• Have you built project teams that focus solely on teaching them how to leverage their expertise
• Do you have audio and/or video footage of your best people doing what they do best? I don’t mean generic how-to manuals, but rather footage showing exactly what’s done on their best client/customer calls ever.
• Does every person in each area have access to a database of expert knowledge today, right now?
• Can your teams do Google-style searches that will give them access to the best ever client/customer calls made around their personal areas of weakness?

• Are you certain that the people you just asked for these answers are world experts in this field?
• Have these people given you results by doing these things in the past?
• What skills would they need to ensure their work is not a waste of time and money?

Knowledge Management

• How do you currently store the “Internal Smarts” that really matter in your organisation?
• Who moderates this information?
• Why is it them?

• Are you aware of the value of ensuring this database is kept up to date?
• Do you have documents mapped out of your best people that describe exactly what’s done on the very best sales, service and technical calls?
• Do you have a system of linking recorded “Internal Smarts” to wikis and blogs that enable users to access fast answers for your clients”?

• How fast can your best operators get the “real” answers?
• Now consider the operators in the middle of your pack. Why do you think there might be major variances?

Replicating Success

• How do you currently leverage the talents of your best people?
• Do you use workgroups for on-the-job learning?
• Are your workgroups getting significant results every week?

• If not, they are not workgroups – they are get togethers
• Do you digitally record all workgroups and then put them up into online topics?
• Are all these sessions tagged so that any person can select the “Smarts” he or she needs and listen to them as many times as necessary?

Are these sessions then being:

• Listened to by underperforming team members?
• Ranked by your users?
• Stored as significant in-house databases of internal smarts for new starters to get upskilled in 20% of the time?

• What happens at meetings in your business to replicate success?
• What process do you have for taking recognised “Team Member Smarts” and turning them into several million dollar earnings?
• How do you or your staff prepare for workshops so they are failsafe and get results consistently?
• Do you have workforce plans based around your best people?
• How are these plans hedged to ensure they work consistently to get results?
• How could you take a several million dollar performance program that was a flop and fully turn it around years later?

• Are your team world experts?
• Can they keep up with the technology?
• How do you choose who stays?

Further Information about becoming a Leader in your Pack

People need to get serious about more than just understanding their roles. We enable your business to ensure your sales, technical, customer service, and billing people actually understand what their best people do and how to increase these behaviours continuously.

Move to the Front with Us

Since 1999, HPS Behaviour Change Pty Ltd has been assisting major Asian Pacific organisations to improve performance.

Over the past three years, we have worked with Hunter and HPS. We started off with a 30% increase in our submissions in the business, and have gone on to see a significant change in our leaders’ ability to coach and mentor to get results.
Michael Peters - Chief Executive Officer eChoice Home Loans

We have been working with Hunter since 2006 and recommend him due to his focus on empowering us, the client, to get significant results. Hunter’s greatest strengths have been empowering us to get results and his focus on implementation and not just strategy, unlike most other consultants.
Derek Lamb - IAG Insurance

We always work using specific objectives with clearly established quantitative outcomes and timing, contributing to client-specific business goals. Our work is collaborative in nature and involves the clients’ organisational teams and resources. The key outcome is transferring required skills to the client. Although 80% of our work is for pre-existing clients, it consists of mostly new projects. Our engagements are generally completed within one to six months.

Key benefits to you of HPS’s work include:

• The ability to use concrete knowledge management techniques
• Understanding and using knowledge sharing technologies not ever considered before
• A real understanding of your best people

• The ability to replicate results you were told were specific to people
• Increase in sales of 40-200%+
• 40-200% increases in technical speed resolution times

• Increased back office processing
• More consistent performance – teams meeting KPIs consistently
• Increased profitability of teams

• Enhanced communication between generations
• Ability to lead and develop Generation Y
• Reduced absenteeism

• Reduced time to competency – new team members learn required skills in half the time
• Teams are more aligned – reduced staff turnover, faster production times
• Greater business results – increase in sales and production

• Understanding your people – identifying people’s drivers and strategies
• Straight conversations – enabling your team to have the conversations that matter
• Convey business requirements easily, greater synergy – explosion of new ideas plus integrated sharing of ideas

Our experience has shown that improved performance requires investment in people, systems and support structures. Note: most investment does not require additional resources and may require fewer resources because the transfer or deployment of talent, knowledge and skills into areas that have not been tapped before is all done internally.