Great Culture and
Place to Work
Cultural Development Toolbox
Rosalia Cunningham - Chief Sherpa & HNA OD Team
Office of the CEO
January 13, 2012
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
1
Today’s Journey
 Hilti History
 Our Culture Journey Evolution
 Design and Implementation
 Organizational Knowledge Management
 Measuring and Assessing
 Recognition of Impact
 Loading up your Toolbox
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
2
Hilti History …
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
3
What is Hilti ? A Snapshot
Measuring
Hilti holds a leadership
position world wide in the
specialized field of
fastening and demolition
systems for the
construction industry
Distance measuring,
Leveling & aligning,
detecting
Drilling & Demolition
Insulation & Protection
Drilling & chiseling,
Diamond systems
Foams Systems,
Fire Stopping
Cutting & Grinding
Professional Services
Cutting, sawing, sanding,
Diamond systems
Full Service, Calibration,
Fleet Management, Financial Service,
Anti-theft protection
Fastening & Installation
Planning & Specifying
Anchoring
Direct fastening
Screw fastening
Installation
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
Specification, Consulting,
Engineering, Software
4
Where is Hilti ?
EVERYWHERE !!
Europe 3
Europe 2
North America
Europe 1
Latin America
Africa, Near
and Middle East
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
5
Asia
Who is Hilti?
Mr. Hilti and family
Founded in 1941
Martin Hilti (1915 - 1997) as Hilti
oHG - a mechanical workshop in
Schaan, Principality of
Liechtenstein, with five employees
1971
Acquisition of a
production plant at
Kaufering, Germany
1954
- Step-by-step setting up of an
international sales network with
independent sales organizations
and local representatives
- Construction of the parent plant in
Schaan
1964
Addition of a drilling
and anchoring line
to the sales
program
1948
Start of development of
a powder-actuated
fastening system
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
6
1972
Founder –
Health Issues
1985
Creation of three divisions:
drilling and demolition,
powder-actuated fastening
and anchor technology
1979
Inauguration of
headquarters for
North and Latin
America at Tulsa,
Oklahoma, USA
1986
Innovation (INNO)
– Work/Life
Balance
1989
Development and
initial
implementation of
Strategy 2000
1994
1982
Entry into diamond
coring and cutting
market, and launch of
first breaker
1985
Leadership Makes
a Difference –
Culture Statement
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
1987
Entry into
construction
chemicals market
Our people and
company culture are
not soft-strategy
elements, but key
drivers of our
company’s success,
one of our biggest
secrets to living our
purpose
Michael Hilti – Chairman of the Board
of Directors
7
1994
Founding of Hilti Asia
Ltd. in Hong Kong and
relocation of Asia market
region management from
Schaan to Hong Kong
1996
Revision of
corporate
strategy
2003
Operating in more than 120 countries,
110 Home Depots and the Internet with
9 manufacturing plants, and app.
14,100 employees.
2003
Global Rollout
1995
1998
Step-by-step
implementation of
"Champion 3 C"
strategy
Introduced to HNA
Executive Management
Team as culture initiative
not program of the month
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
8
2008
Creation and launch of full
recognition awards for
customer based as well as
peer nominations
2010
Acquisition of Unirac
in North America
Launch of Aluminum
Solar Flat Roof
Systems
2010
Revision of
corporate
strategy –
2009
Purchased Diamond B,
Inc. and rebranded to Hilti
DPC
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
Vision 2020
introduced
2011
Achieved highest GEOS
rating in Hilti’s history
2012
Wellness initiative
launched
Total employees globally
over 20,000
9
2013
Next decade…
ERA of the Journey
Evolution!!!
Our Journey Evolution….
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
10
Secret Recipe – 3 secrets of Gung Ho
Spirit of the Squirrel:
Worthwhile Work
Way of the Beaver:
In Control of Achieving the Goal
Gift of the Goose:
Cheering Each Other On
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
11
Our Culture Journey Principles
Second Principle
Third Principle
First Principle
We take Self-Response-Ability We Encourage Each Other
We do Worthwhile Work
to Achieve Our Goals
and Recognize Results
• Defining the Playing Field
• Develop Your Potential
• Sharing Leadership & Teamwork
• Enabling Empowerment
• Aligning Structures, Processes
and Systems
• Serving a Higher Purpose
• Living Core Values
• Becoming Best At
• Having Shared Goals
• Having a Balanced Life
• Encourage Courage
• Monitoring & Measuring the Right
Things Right
• Recognizing & Rewarding
• Aligning Recognition & Reward
Systems
The Mirror – See the “Ideal Hilti”
Focus – Energy Disciplined Action
Outstanding Results
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
12
Ms. C’s Doom Loop
Disappointing
Results
Reaction,
without
Understanding
No Buildup;
No Accumulated
Momentum
New Direction,
Program, Leader,
Event, Fad or
Acquisition
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
13
Many camps along the Journey…
Design and Implement
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
14
Team Camps – global and vertical
● We discuss selected topics
on a global and vertical
plane in a bi-annual (18 –
24 month cycle) rhythm,
called Team Camps
● All team leaders participate
twice in a team camp
• As member of a
management team
• With their own team
● The Team Camps are
facilitated by internal
people in the local
language, called
“Sherpas” (Strategic, Team
Leader and Spirit)
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
15
Desired Hilti Culture
-
Vision 2020
The Team Camps of Our Culture Journey
Rubicon
Pit Stop
One Voice
The die is cast
Slow down to
Speed up!
Ideal Team
Beacons
Road to the
Summit
Traps of busyness
Feedback
ceremony
Mini Pit
Moment of
Truth
Reflect on
Positioning
Unique customer
experience!
Prioritize &
Action Planning
Seamless process
’’extra mile’’
Why Not?
Team Dynamics
Foundation
Core Purpose &
Values
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
Self-Response-Ability
16
Encouragement &
Recognition
Focus – Energy &
Disciplined Action to achieve
Outstanding Results
TC1 Overview: Foundation– Orientation / BTS
Day ONE A.M.
Desired and
Current Culture
Status
•Introduction
•Session Overview
Day ONE P.M.
1ST Principle “We do
Worth-while Work”
• Hilti Core Purpose
• Hilti Core Values
•SHERPA Exercise
•Mission Statement
Commitment
•Needs Activity
• Best At Statement
•Lifelines
• Shared Goals
Approach
•Desired Culture
State
•Brutal Facts
(HWH)
• Making a Personal
Connection to
Worthwhile Work
•Tower of Power /
Enabling Elements
of Greatness
•Disciplined Action
(DA) Personal
(Work/Life Balance)
Overview of Our
Culture Journey
•Fish! Worthwhile
Work in Action Movie*
Day TWO A.M.
2nd Principle “We take
Self-Response-Ability
to Achieve Our Goals”
•Reflect on Drama
•Empowerment
•Hilti Leadership
•Enabling Structured
Processes - DiSC
Day TWO P.M.
Enabling Structured
Processes (Cont’d.)
•SL2 (w/Context Video)
•PMP/Red Thread w/ SL2
•Disciplined Action (DA)
Personal
3rd Principle “We Encourage
Each Other & Recognize
Results”
• Reflection on Key Points
•Planet Hilti Reward /
Recognition Systems
•Disciplined Action
(DA) Personal
•Recap & Review
Leading Change
•Team Camps
•Who Moved My Cheese?
Movie*
•Hilti Movie
Lunch
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
Ms. C
Lunch
17
Team Spirit
“Rite of Passage
to Greatness”
TC2 Overview: 2+ Day Team Camp Rubicon
The Beginning
Day 1
Day 2 (conclude ~5:00pm)
• Desired Culture State
• Brutal Facts
-Organization
-Team
• Define Team’s Rubicon
• Barriers to Greatness
• Disciplined Action - Team
• Participants arrive
at the location for lunch
• Path to OCJ Team Camp
Rubicon
Poolside/Campfire
Reflection
“Becoming balanced on
the Journey with the 6 L’s”
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
First Principle: “We do Worthwhile
Work”
• Team Connection to Worthwhile
Work – Visualizing the Team’s
Future
• Personal Connection to Life
Balance
• DA Individual
Second Principle:
“We take Self Response-Ability to
Achieve Our Goals”
• Hilti Leadership & Knowing
Yourself
Painting the
Team’s Purpose
18
• Feedback as a Gift
• Drama: Team Courage
• Team Development / Managing
Team Conflicts
• Embracing & Leading Change
• DA Individual
Third Principle:
“We Encourage Each
Other and Recognize Results”
• DA Individual
• DA’s Team – Consolidation &
Prioritization
“Crossing
the
Rubicon”
TC3 Overview: 2+ Day Team Camp Pit Stop
Late Afternoon
Day 1
Day 2
The Race
Start the Race
(Strategic/Team Leader)
Courage
Personal Pit Stop
(Team Leader)
From Rubicon to the Pit
Stop
Team Pit Stop
(Team Leader)
My relationship
Traffic Light
The Pit Stop Letter
Camp Fire
The Walk
Pit Stop Forever
(Team Leader)
(Team and Team Leader)
(Team Leader)
Strategic Sherpa Night
Prepare the Race
Roles
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
19
TC4 Overview: Team Camp Moment of Truth
1st day
2nd day
Strategic Sherpa –
Hannes Saeubert
Timeframe
3rd day
08.00
Beginning
07.30
Beginning
08.00 – 09.00
Setting the Stage
07.30 – 09.30
Our Call to Action
09.00 – 09.30
The Voice
09.30
Break
09.30 – 10.15
In the Round
10.00 – 12.30
A Quantum of
Surprise
10.15
Break
12.30 – 01.00
Lunch at Aspen
10.30 – 11.30
Voice of the EB
01.00 – 01.45
My Personal
Contribution
01.45 – 02.00
Personal feedback
02.00 – 02.30
My Call to Action
02.30 – 02.45
Break
11.30 – 12.30
Strategic Sherpa Hour
Lunch for early
arrivals
12.30 – 01.30
Lunch
Break with heavy
appetizers
01.30 – 04.00
The Experience:
Customer Award~
Welcome & Review OCJ
04.00 – 04.15
Break
02.45 – 03.00
The Call
A Quantum of Pride:
Team Assessment
04.15 – 05.15
The Challenge
03.00
Camp Closing
Teambuilding Activity
– On Target
05.15 – 05.45
Our Customer Promise
06.30
Strategic Sherpa –
Hannes Saeubert
Team Dinner w/ social
06.30
Gala “Arbor” Dinner w/
social
08.00
Campfire in Lodge
12.00
01.45
02.00
03:00
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
20
TC 5 Overview: Why Not?
Day 1
Afternoon
Day 2
Full day
Day 3
Morning
Essence of the
Hilti Culture
Future
Imperatives of the
Organization –
US living our
Playbook@Hilti
What is the essence
of the Hilti Culture?
•
•
•
Let’s open our BOOK
and our minds to the
journey!
Where is the team on
the journey?
Let’s experience our
culture as a Team
Strategic Sherpa Night
•
WHAT is needed to
achieve the org’s
strategic imperatives?
* TC5 Global Std.
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
Entrepreneurial Player
Understand it
• WHY is this important
for the org’s Vision?
• WHAT do these
strategic imperatives
mean for us?
• The Playbook:
The Real Game
•
•
•
What does it look and
feel like?
-Business Simulation:
The Practice
21
Challenge & advice
Letter to myself
The One Thing
Our team: Diarizing
the learning
•
Apply it
•
My personal
change agreement
•
How will we do this?
-Addressing
accountability
The One Thing
TC Overview: One Voice
Arrival (1st day)
Tuesday, 01/17/12
Team Reflection
2nd day – A.M.
Wednesday, 01/18/12
Team Direction
Breakfast (7:15a)
Lunch (12:30p)
Team Mirror: “1 – 10” on the
path being a High Performing Team
Team Vision:
Arrival
Lunch (Noon)
Welcome
Meet the Team:
-Speed Dating
Team Integration Part I:
Fast Leap
Fireside Social at the Summit
(6p) Team Dinner (7:30p)
2nd day – P.M.
Wednesday, 01/18/12
Team Alignment
How does the team want to be
perceived? What Leadership
Attributes are needed in the future?
Team Commitment: Put
Vision into Action II - 2012 OYP
- To Do
(Practice the learnings on one
critical business topic or develop
complete OYP)
Break (10:00a)
Break (3:00p)
Team Connection: How do we
Team Support: Define and share
want to work together?
Responsibilities, Roles, Decision
making, Communication, & Followthrough
your Leadership (keep/change)
- The Walk
Team Communication: Sharing
the message and gaining buy-in
within our organization.
Team Focus: Put Vision into
Action I - Stop Doing
Team Experience: Building the
Team Integration Part 2:
bridge to our future
Sharing in the round
Social (6p) and Team Dinner (7p)
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
22
Manage Organizational
Knowledge …
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
23
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
24
The Hilti Business Model
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
25
Cultural Development Model
Impact
Mindset and
Leadership
Team
Impact Engagement and
Self-Actualization
Customer
Centricity/
Productivity
Customer
Engagement
and Satisfaction
Impact
Impact
Impact and
Sustain
the Journey
feedback
Employee Engagement*: A team member’s degree of positive emotional attachment to the organization, their role and to their team.
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
26
Our Call to Action
#1 Goal
Goal:
Owner
Action Steps
Benefit of Goal Achievement
Start Date End Date
Status @
30 Days
Status @
60 Days
Status @
90 Days
Status @
180 Days
Challenges to Goal Achievement:
Recognition and Communication
Metric/Target
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
Current Base Line
27
30 Day
Results
60 Day
Results
90 Day
Results
6 Months
Results
Completion
Date
Measuring and Assessing
Impact…
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
28
Facts and Figures
Enthusiastic
Customers
Retention
Morale
Teamwork
Productivity
Profitability
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
29
Triple Bottom Line
85
94
89
88
88
87
79
88
88
86
85
81
77
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
30
ROI Framework
Impact
Sherpa Team
Competency
Team
Members
T
Team
Engagement
Isolate the effects of OCJ
T
Strategy
Alignment
Changes in measures,
Trend analysis to include intangible benefits.
Organizational
Development
Wilson Learning Worldwide, 2009 (Kirkpatrick’s 4 – Level model)
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
31
Chain of Impact
Zoom Type
Evaluation Level
Content Focus & # of questions
Readiness
0
Preparedness (#4), Aligned/Direction (6), Working
Relationships (9), Shared Leadership (5)
Immediate
1
Sherpas’ Ability (11), Team Performance(9), Team
Camp (7), Impact (17)
30 Days
2
Knowledge, Skills & Attitude Changes: AIP’s (9),
Barriers/Challenges (11), Resources/Recognition (6),
60-90 Days
3
Changes in On-the-job Behavior, Actions, Progress (10)
6months
4
Changes in Business Measures – Trend Analysis (8)
-------Long-Term (ROI)
5
Compares OCJ Benefits to the Investment Costs
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
32
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
33
Readiness Sensing Survey
Measurements:





Values, purpose and principles – highest ratings
Goals and priorities
Team engagement
Self-actualization / empowerment
Applying Management tools – lowest ratings
Results:












48% of the respondents have been informed of the topic
and content of the TC
90% to 92% of respondents feel they and their team are
ready
Degree of execution from last team camp – 7.5*
Clarity on goals and team priorities – 7.2 to 7.8
Alignment with principles, purpose and values– 8.4 to 8.8
Understanding of expectations, contribution and roles &
responsibilities – 8.0 to 8.5
66% of respondents state Team Leader kept the Team
Camp top of mind
Highest ratings:

Trust – 8.5

Motivation – 8.5

Ability to handle conflict – 8.4
Lowest ratings:

Applying 8 steps for leading change – 7.2

DISC usage – 7.3

Situational Leadership usage – 7.6
Degree of leading and facilitating change – 8.3 to 8.4
Sense of empowerment – 7.3
Comfortable asking for help – 8.8 to 8.9
Quotes:
“These events are fine its good to get together with the team but
my experience is that Hilti does not live up to what its professed
culture really is.”
“Nobody wants to go anymore ... topics boiled down now...too
long out field”
 Results give guidance on areas of focus before and during OCJ
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
34
Reward and Recognition
Impact…
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
35
OCJ Reward &Recognition Overview
We Create Enthusiastic
Customers
Enthusiastic Customer
Award
Recognize
Results
Peer to Peer
Management
Recognition
Internal Team Member
Recognition
Legacy Cup
Award
Building a Better Future
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
36
OCJ Online Recognition Bank
• 4 tickets per person to recognize team members
within the year.
• Team members accumulate these tickets and “cash”
them in for OCJ product through the online catalog.
• Catalog offers products from 1 to 100 tickets for team
members to select from.
• Ticket quantity is determined by an established
“ticket price”
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
37
OCJ Online Catalog
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
38
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
39
Recognition and Awards
2001 Recipient of the
Ken Blanchard
Companies Outstanding
Award
North America
2010 Excellence in People
Development Award from
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
40
2011 - "Selling Power” ranks
Hilti-North America #2
manufacturing company
to sell for
2010 - "Selling Power” ranks
Hilti-Canada #1
manufacturing company
to sell for
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
41
2011 “Great Place to Work”
Placed 15th globally (Microsoft #1) –
25 best in the World
Michael Hilti, former Chairman of the Board
Cary Evert , CEO of Hilti North American
 2003 - Winner of the Carl
Bertelsmann - Global Prize
for exceptional Corporate
Culture
 Mythos brand – world-wide
the strongest brand in the
industry
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
42
Toolbox for Your Journey…
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
43
Sherpa Team Charter
• Influence the mindset of
teams to create passionate
Customer
and engaged customers.
Engagement
& Satisfaction
Customer Centricity/
Productivity
Team Engagement
&
Self-Actualization
Impact and
Sustain the Journey
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
44
• Focus teams to embrace
seamless, consistent, best
practices to maximize
efficiencies.
• Foster a spirited
environment of learning,
development,
recognition, and fun.
• Be the OCJ
Advocate and
become a
Strategic Asset
... the journey to new heights!
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
45
Time for Q & A?
2010 Excellence in People Development Award
Investing in the People of Oklahoma™
Rosalia C. Cunningham, M.A., PHR
46