A Case Study of Exceptional Contractors Presented by: John Ravaris VP of BSC Corporate Accounts JohnsonDiversey, Inc.

2 Learning Objectives n Identify attributes that make your business exceptional n Learn the four defining characteristics of exceptional contractors n Share individual examples to help understand key learning points n Create an individual list of improvement areas for you and your company

3 Question - Group What makes your company Exceptional?

4 Exceptional Contractors Four Driving Characteristics n Great Leadership n Execution Excellence n Standardization Mandate n Sales and Marketing Savvy

5 Great Leadership n Exemplify the passion, enthusiasm, integrity, and attitude of the organization n Listen to the pulse of their organization, make quality decisions based on that pulse n Surround themselves with individuals that enhance their skill set, not simply agree with the leader n Make strategic planning a top management team function, not an individual exercise n Constantly looking to increase their own skill set and the skill set of their people n View Human Resources/Training/Safety as value drivers not a overhead expenses n Understand that Innovation and Differentiation is the key to long-term survival n Execution on all fronts is a must, no weak links

6 Execution Excellence Operations as the Key focal point – Maximize efficiency n Understand that Operations is the life blood of the organization – everything supports Operations n The ability to plan, execute, evaluate, and communicate the task to be completed. - Measure success or failure from the customer perspective n Invest heavily in the education and development of the Customer facing staff n Recognize and reward outstanding performance often and publicly

7 Standardization Mandate Systems and Process n Simplicity equals success – Complexity equals disaster! n Bringing harmony to a non harmonious business n Every process is a process and has a process –Hiring, training, purchasing, operations n Each functional area is responsible for the creation, maintenance, improvement of their processes - and cross functional communication and education of that process n No room for renegades/non-compliance

8 Southwest Airlines Principle

9 Sales and Marketing Savvy n Not Savvy in the message or material necessarily but in the articulation of -  Great Management  Execution Excellence  Standardization Mandate n Ability to convey what that means to the client n Articulate how that is different from your competition n Continually upgrading your message n Give the client comfort knowing they made a “risk-free” decision

10 Exceptional Contractors Four Driving Characteristics n Great Management n Execution Excellence n Standardization Mandate n Sales and Marketing Savvy

11 Final Exercise n Go back to your exceptional list and add things that you can do to be even better n “Gap” analysis

Thanks