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What We Learned from American Staffing Association’s Staffing World 2011
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Pat Lach, Vice President of Operations, and Jerry Wimer, Vice President of Global Operations and Staffing Center of Excellence, had the opportunity to attend the American Staffing Association’s Staffing World 2011, October 11-14 in New Orleans. Nearly 40 workshops, immersion programs, and Knowledge Network roundtable sessions were held at the annual conference and expo.
The “Delight Your Clients: Deliver Client Service worth Talking About” workshop, delivered by Eric A. Gregg, CEO of Inavero, stood out as a highlight to Pat Lach. Gregg highlighted the fact that it is critical to address not only the client side of net promoter scores but associate scores as well. A key takeaway was to understand Generation Y. Due to the fact that they have grown up in an instant information world, they can expect communication in moments and understand that fact can help teams work together more effectively.
Another key take away from the workshop was to “train your staff and process to empower” – allow team members to do what is right for the client or associate (within set parameters of reasonable items). Gregg also emphasized the importance of client communication and relating to your clients in a more personal way. To do this you need to get to know your client in a genuine way – it can’t appear that you are going down a checklist.
The best breakout session Jerry Wimer attended was how to create an internal Quarterly Business Review (QBR) report card for your organization. It tied in many of the same analytics and areas of focus that Staff Management | SMX puts into client QBR’s and metrics and explored how to apply those same principles to our internal operations. It is important to set up a basic report card that is monitored and tracked each quarter that becomes a living action plan for the organization.
One of the main trends that Jerry took away from the conference was how important technology is becoming to contingent staffing programs. A technology session highlighted four to five key technology trends including becoming engaged in social media, utilizing MSP light technology to manage smaller operations, punch to paycheck functionality and paperless recruiting and onboarding. We are happy to report that we have stayed ahead of the technology curve and are actively utilizing all of the technology trends mentioned at the session.
General session Keynote addresses were dynamic and engaging. “Leading Flawless Execution – A Fighter Pilot’s Secret to Business Success” from Jim Murphy, F-15 Fighter Pilot and founder of Afterburner, Inc. concentrated on the need to plan, execute and debrief. A debrief needs to be open and engaging – anything can be shared with no repercussions as long as it is said about and in reference to the “mission” or topic. “What Lies Ahead: The Future of Business in a Fast-Changing World” from Zachary Karabell, Ph. D. and President of RiverTwice Research was extremely thought provoking. Karabell is a brilliant economic analyst and showcased the need to delve into the most relevant economic and political changes to identify opportunities for sustainable businesses.
Staff Management | SMX was very pleased to have Pat Lach and Jerry Wimer attend Staffing World 2011 and we look forward to Staffing World 2012, Oct 9–12 in Las Vegas, where staffing professionals will convene once again to continue to enhance their business and advance the industry.