Coaching Corporate MVPs

Challenging and Developing High-Potential Employees

Margaret Butteriss

• Publisher: Jossey-Bass
• Year: 2009
• Print ISBN: 9780470153123
• eBook ISBN: 9780470739143
• Edition: 1
• Topic: Business
• Subtopic: Human Resource Management
• Index: Business

" Coaching Corporate MVPs provides a very effective guide for developing this small group of high-impact performers within an organization. It makes a compelling case for a customized approach with coaching at its core, and also provides very practical examples of approaches that have been successful across a wide range of organizations and individual situations." -- David Denison, President and CEO, Canadian Pension Plan Investment Board

"For multinational companies, if you have not identified your MVPs at all levels of leadership and put plans in place to develop and retain them, you will not be able to compete in the future. This book provides a comprehensive framework for understanding the theory and application of a talent management strategy as well as countless global examples of successful companies and their practice. This is a must read for executives, HR professionals or anyone in management involved in ensuring the right people in the right roles have a plan for ongoing coaching and development. If you already have a process in place, this book provides a great way to identify best practice to enable you to take your process to the next level! Enjoy!" -- Emily Lundi Mallett, Director, Global Learning and Organization Effectiveness, Beckman Coulter, Inc.

"The author offers a compelling case to support the organization's MVPs...the 'go-to' people who are every company's most valuable and irreplaceable resources. Her guidance is superb and her examples and cases, excellent." -- Katherine D. Williams, Senior Director, Leadership and OrganizationDevelopment, Genzyme Corporation

" Coaching Corporate MVPs presents a comprehensive and elegant summary of not only the best practices - the 'what' - but also the best processes and purposes - the 'how' and 'why' - an organization can use to support the development of their most talented people/" -- Larry M. Starr, Director/Chair of Graduate Studies, Organizational Dynamic, School of Arts and Sciences, University of Pennsylvania

CHAPTER 1

MVPs and the Talent Crunch

Sports teams are not alone in having their most valuable performers (MVPs). In any organization, about 5 to 10 percent of people in the workforce deliver extraordinary value to the organization - in many cases, two to three times more value than their less gifted colleagues. The MVPs are the people who constantly seek to improve their own performance and that of the organization, who aren’t afraid to challenge existing ways of thinking and acting, and who live by the values of the organization and do all they can to achieve its vision. Since their own high performance is never achieved at the expense of their colleagues, they serve as role models for other people, both inside the organization and out. MVPs are team players who seek to develop the skills of their less successful peers, and talent magnets who attract other high-potential individuals from the outside. Everyone wants to work with an MVP. And, of course, managers want to develop and retain their MVPs as effectively as possible. The question is, how?

This question can hardly be said to be new. Wise and successful organizations have always considered talent management a top-priority issue; however, it has assumed a renewed urgency in the last few years. Moreover, that urgency is likely to intensify in the coming years. As never before, talent is, and increasingly will be, in short supply. On one level, it’s a simple matter of demographics: the baby boomer generation is retiring and the generations following it lack the numbers to replace it entirely. On another level, it’s a matter of development: the world economy is growing and world-class companies are growing with it. As a result, these companies are increasingly talent-hungry, just as the baby boomers start retiring. Not surprisingly, the competition for talent is heating up and the need to retain talent by managing it wisely is becoming an ever higher priority.

Retirement of the Baby Boomers

Managers are fully aware of the trends discussed above and are in many cases, sounding alarm bells themselves. Keith Lawrence, Director of Human Resources at Procter & Gamble Beauty and Healthcare Products notes that his company, “like many companies, particularly in Western Europe and North America,” is “facing an increasingly older workforce.”

Over the next three to five years, we stand to lose a number of people to retirement. So we’re also trying to get ahead of that a bit by making sure that the bench behind them is as strong as it can be and in capturing their knowledge before they leave.

Debi King, Sr. Vice President of Human Resources, describes a similar situation at MDS Nordion, which began implementing a “talent management strategy about four years ago,” because “some of our senior executives in really critical general management roles were aging”:

They had so much knowledge and experience, and yet we had no successors to replace them. The businesses that we’re in are so unique that they’re not the kind of jobs that you could easily fill from outside the company. We knew that we had better start developing people ourselves or we’d have a big problem. So we started a process to identify people who were considered to have the potential to move into these roles within the next three to five years.

Lawrence and King sound reassuring in their assessments of the challenges facing their respective companies. These organizations appear to have the challenges well in hand.

For an idea of what losing “a number of people” will mean for other organizations - the “many companies, particularly in Western Europe and North America,” mentioned by Lawrence - I spoke with Brian Chitester, Vice President of Organization Development and People Capability for PepsiCo International:

I think that, if you look at the baby boom generation hitting retirement, it gets very apparent that for not just us but for most multinational companies, you’ve got this 5/50 syndrome. In five years 50 percent of your senior managers are going to retire or at least be eligible to do so. That could create a real vacuum in some organizations . . . .

In a recent article in the Harvard Management Update, Anne Field calls this impending vacuum “a leadership crisis.” She, like Chitester, mentions the 5/50 figure, but notes that it applies to the U.S. in particular. Citing Tamara Erickson, co-author of Workforce Crisis: How to Beat the Coming Shortage of Skills and Talent (Harvard Business School Press, 2006), Field observes that retirement rates and the related management vacuum will be even greater in places like Japan, Australia and parts of Europe.¹

What does it all mean? As Lawrence observes, “It’s not easy to develop a senior general manager over night. It takes many years to do that.” As if in reply, Tamara Erickson says that companies must “accelerate their leadership development efforts and fast. [They] need to condense and speed up what traditionally has been a fairly lengthy trial-by-fire process.”

Company Growth

What company wouldn’t cheer on strong growth? The developed economies of the West have been posting solid numbers year in and year out. Many economies in the developing world are expanding at break-neck speed. The so-called BRIC nations (Brazil, Russia, India and China) are quickly emerging as new global economic powerhouses. Enterprises with the resources and knowledge to compete on continental and global scales are growing by leaps and bounds. You might be thinking they’re ready to throw a party or go on parade. Yet behind every silver lining lurks a dark cloud.

The very success of these global champions only threatens to deepen the impending talent crisis. As Keith Lawrence of Procter & Gamble explains, “One of our biggest issues is having sufficient talent to meet our business needs, particularly in the developing markets. It isn’t the lack of ideas or lack of technologies. It’s just that we do not have a sufficient pipeline of talent to meet the tremendous growth in our business.” Astonishingly, Brian Chitester regards company growth as potentially a bigger contributor to the battle for talent than demographics and the remarkable “5/50 syndrome” he mentioned earlier in our interview: “I’d say the biggest component of all that is affecting our need for talent is simply the growth of the company. We are growing tremendously and, even if nobody leaves, we will need talented people to lead this growing business.”

For some companies, “now” is already too late. Bob Hedley, Corporate Vice President of Leadership and Human Resource Management Systems for Canada’s Maple Leaf Foods, relates that a talent shortage has already adversely affected the company’s plans for continuing growth:

About four years ago we passed up a major acquisition outside Canada because we felt we didn’t have the talent to pull it off. It was not because we didn’t have the money or the knowledge but because we didn’t have the depth of leadership talent. We would have had to move people who were in critical jobs in Canada to the United States in order to do it and we just did not have sufficient talent. We know that we won’t be able to achieve our growth plans unless we have more depth and high-potential talent.

0 Clearly, Maple Leaf Foods has been (and is) a very successful company. Four years ago, they had grown to the point where they had the resources and knowledge to make a major acquisition. Only a shortage of “high-potential talent” stopped them. It’s a shortage they continue to address to this day.

One potential answer to the evolving talent shortage might be to fill positions by looking further afield. This response, however, brings its own challenges. David Denison, President and CEO of the Canada Pension Plan Investment Board (CPP Investment Board), presides over an organization “that is growing rapidly . . . into new areas of investment and into new geographies.” As a result, the CPP Investment Board is “now hiring people in Hong Kong and in London.” But, says Denison, “identifying people in those markets who are both the high-potential talent and also a cultural fit within the organization is a particular challenge. The people dimension will be absolutely the single biggest factor in our success over the next few years. How do we get the right people into this organization and how do we get them aligned with our strategy and our culture and how do we make them effective?” For fast-growing organizations like the CPP Investment Board, simply hiring talent in places where they are newly active may not prove to be the quick fix it seems at first. Cultural issues add a layer of complexity to the situation and inevitably slow the development of talent. Acculturation takes time.

The Competition for Talent

If some organizations are already feeling the effects of the talent crunch, it is little wonder that the competition for attracting and retaining talent is showing signs of heating up. In fact, according to PepsiCo International’s Brian Chitester, “the war for talent is going to heat up like never before,” and Pepsi is already strengthening its defenses: “It’s in our best interest to let our people know that we’re concerned about them and that they can have a career here. We are committed to doing that by creating a career growth model for everybody and by giving extra attention to those who can get to the senior-most levels in the company.”

Use it or lose it is the new imperative driving talent management. Many organizations know full well that their talented people have many suitors. Talent must be developed or it will be enticed elsewhere. Mark Bornemann, Vice President of Human Resources and Risk, describes the situation at LoJack Corporation: “We want to keep our A players. If they’re not engaged or challenged here, they are going to become engaged and challenged at our competitor company, and we certainly don’t want that.” According to Meg Jones, Senior Vice President for Human Resources and Chief Learning Officer at The Children’s Hospital of Philadelphia, “Leaders are in short supply. We’re a leading organization, and we know that a differentiator for us has been our people and our leaders of people, and will continue to be. We know that our leaders and high performers get calls from headhunters every week. We’re a big pond that people like to fish in; so we’ve got to continue developing our talent here for the sake of the hospital as well as of the individuals involved - to help them see that there’s an investment in them and that this is a place where they can grow and develop and achieve new heights in terms of their own career.”

David Denison of the CPP Investment Board expresses the perspective of the buyers in the same market: “Across the world there just aren’t a lot of experienced people with the kind of background that we need in infrastructure investment, and when we look in Canada, there are virtually none. So we have to be able to attract these people from wherever they may be working. We have recently hired someone from Australia and have had to relocate him. The specialized skill sets we’re looking for are in high demand across the world; so there’s a really serious battle to attract these people.” Some organizations simply don’t have the internal base from which to develop their own talent. They have no choice but to look outside the organization, and they are prepared to scour the globe to fill their needs.

Retaining Talent—An Ever Higher Priority

With the competition for talent heating up, the success of organizations in the marketplace will increasingly depend on their success on the human resources front. As more people retire and as organizations continue to expand into new areas of business and into new geographies, continuing prosperity will depend on managing talent wisely - in short, on developing and, above all, retaining talent.

The corporate world is aware of this priority. “We don’t want to be in the ‘Oh no, what do we do now?’ mode,” says Mark Bornemann of LoJack. “So we want to be prepared to have these people groomed and ready to move up, and this also increases their engagement. I am a true believer that great employees only work for great companies.” Teri Kozikowski, Vice President of Global Organization, Staffing and Development at GE Real Estate, similarly emphasizes the importance of retention: “We have to make sure that we’re retaining our great employees. We run pretty lean here and losing somebody hurts from many standpoints.”

For Denise Lockaby, Director of Professional Development at The Stride Rite Corporation, retention is of particular importance in different functional areas and niches: “The first primary goal is to develop bench strength for our senior management, and that’s on the high-potential side. We have to make sure that we are building and not buying our top talent.” But the focus at The Stride Rite Corporation is not just on managerial expertise: “We also need to retain our high-value associates because they might go somewhere else. These high-value individuals are usually people who have a very specific technical skill that is needed in the market. They might be a design director or they might be somebody who is a product developer, somebody who really understands how a shoe gets put together and all of the manufacturing processes around that. They are fabulous at it and we want to keep them.”

In many organizations, the need to retain talent translates into a need to retain specific skills. Paul Mayer of Altana echoes Denise Lockaby: “Many of our people have been with us for a number of years. They’ve proven their worth and they have a genuine skill set that is very important to the organization. We don’t have that many layers of management so we really like to keep these people as involved or engaged in their job as they possibly can be. We do that by showing them that we’re really willing to invest in their future and by giving them opportunities within the organization. They do not have to leave the company and find this type of growth and challenge at another company.” In a tightening talent market, people with specialized technical skills are more in demand than ever. Organizations know that they have to do everything they can to keep them.

Retaining the MVP

Standing at the pinnacle of the talent pyramid, MVPs are the people that organizations most wish to attract and retain. As Bill Roiter and I show at length in our jointly authored book, Corporate MVPs: Managing Your Company’s Most Valuable Performers,² MVPs deliver extraordinary results. They redefine their jobs to take themselves and their team to the next level. They focus on what they can do not for themselves but for the team and the organization as a whole. Knowing how to read cultures well, they succeed anywhere in the organization and in any geography and culture. They are, in other words, precisely the sort of people most valued by organizations such as David Denison’s CCP Investment Board - large global players striving to adapt to rapid growth in their businesses. As the impending talent crunch unfolds, MVPs will be more in demand than ever.

As Bill and I found in Corporate MVPs, good management is the key to success in both attracting and retaining these high-value performers. MVPs require not special treatment but thoughtful treatment. MVPs want to see their contributions valued. They feel a powerful commitment to the organization and like to be involved in a broad capacity. So, managers are well advised to solicit ideas from MVPs. They’ve usually got them and are eager to share them. MVPs also want to receive recognition for their worth - in terms of both compensation and frequent feedback. We found that MVPs see compensation as a measure of their value. It is one of the benchmarks they use to judge how highly the organization values their contributions and their potential.

More than anything else, what matters in managing MVPs successfully is to prov...

Table of contents

• Title Page
• Copyright Page
• Dedication
• About Right Management
• Acknowledgements
• CHAPTER 1 - MVPs and the Talent Crunch
• CHAPTER 2 - Creating the Culture and Framework for Talent Management
• CHAPTER 3 - The Use of Assessment Approaches and Tools to Identify and Develop Talent
• CHAPTER 4 - Approaches to Leadership Development
• CHAPTER 5 - Coaching MVPs and High-Potentials
• CHAPTER 6 - Coaching the Failing MVP
• CHAPTER 7 - Organizing External Coaching for the MVP
• CHAPTER 8 - The Role of HR in Coaching and Talent Development
• CHAPTER 9 - The Role of the Manager in Talent Development and Coaching
• CHAPTER 10 - Coaching Benefits and the Return on Investment
• APPENDIX 1 - Participating Companies and People Interviewed
• APPENDIX 2 - Assessment Tools and Approaches
• Index