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WELCOME

Thank You Enterprise Rental Car

Kick Off & Introductions Julie Crotts

THREE TRACK FOCUS LEADERSHIP TRACK FAT CAT TRACK SKINNY RAT TRACK

LEADERSHIP, FAT RAT, SKINNY CAT LEADERSHIP Meet or exceed goals FAT RAT Maximize revenues SKINNY CAT Efficient use of resources

WHY THE EMPHASIS ON LEADERSHIP? Managers are people who do things right, while leaders are people who do the right thing. Warren Bennis, Ph.D.

EXPECTATIONS OF THE LEADERSHIP TEAM Mark Eliason

lead er ship -[lee-der-ship] 1. Noun: the position or function of a leader, a person who guides or directs a group 2. Ability to lead DEFINITION OF LEADERSHIP 3. Synonyms: authoritativeness, influence, command, ness; sway, clout. 4. An act or instance of leading; guidance; direction

KEY TRAITS OF A LEADER

LEADERSHIP AT USTRAVEL Lead by example Be organized Delegate TAKE OWNERSHIP AND RESPONSIBILITY Communicate

SUCCESSFUL LEADERS Help employees understand the company Help employees understand how they contribute Share information with employees Celebrate the success of others Support company goals Always look for a better way

EVALUATE YOUR LEADERSHIP SKILLS How do your actions guide and support company goals? How do your actions create an environment for organizational excellence? How do you sell the reward and recognition programs to reinforce high performance?

LEADERSHIP ASSESSMENT Self assessment Desire? Interest? Energy? Qualifications? Personality? How do you measure up?

Empowering employees trust them!

EMPLOYEE EMPOWERMENT Don t tell people how to do things, tell them what to do and let them surprise you with their results. George S. Patton

RESULTS OF EMPOWERING EMPLOYEES Examples Productivity Balanced Threatened Good parent

2012 Statistics estimated MEASUREMENT ANALYSIS MANAGEMENT KNOWLEDGE

$$$ Historical RAT & CAT $44.00 $42.00 $40.00 $38.00 $36.00 CAT RAT $34.00 $32.00 $30.00 2007 2008 2009 2010 2011 2012 est

$$$ Revenue & Cost Trends $16,000,000 $15,000,000 $14,000,000 $13,000,000 Revenues Costs $12,000,000 $11,000,000 $10,000,000 2007 2008 2009 2010 2011 2012 est

TRANSACTION TREND 340,000 330,000 320,000 310,000 Transactions 300,000 290,000 280,000 2007 2008 2009 2010 2011 2012 est

2013 FINANCIAL GOALS Sales $200,000,000 + $13M (7.0%) Revenues $12,700,000 + $700K (5.8%) Costs $10,950,000 + $400K (3.8%) Transactions 320,000 + 20K (6.25%) RAT CAT = Margin Confirmed on 2012 actuals

THE REWARD Extreme Goals Focus! % Net Profit to SHARE All Goals 10% Four 8% Three 6% Two 4% One 0%

When the cat s away the rats will play! Let s take a break!

GROOMING THE NEXT GENERATION OF LEADERS JULIE CROTTS LINDA ELIASON KAREN ZAK

HOW DO WE DO IT? New agent training program Teach US Expansion of current employee training programs Management training scheduled, consistent Mentoring program for new and existing employees

WHY IS IT IMPORTANT? HR perspective Clarity Support Challenges

The Next Generation New Blood = New energy, new ideas Change our perspective New skill sets Succession plan

THE RESULTS ARE IN SURVEY RESULTS OVERVIEW LINDA ELIASON

WHY DO WE DO SURVEYS? Honest feedback Hear your ideas and concerns Discover areas for improvement Increase productivity Improve retention Increase communication

WHY WE SHARE Engagement creates positive impacts on: Customer satisfaction Profitability Retention. We value your opinions and encourage your ideas.

THE RESULTS Overall, how is the Management of USTravel? Answer Options Not at all Slightly Moderately Very Extremely Rating Average Count 1 6 33 50 4 3.53 94 1% 6% 35% 53% 4% Overall, how would you rate the ness of the Marketing Department? Answer Options Not at all Slightly Moderately Very Extremely Rating Average Count 6 16 36 35 1 3.10 94 6% 17% 38% 37% 1% Overall, do you find the Sales department? Answer Options Not at all Slightly Moderately Very Extremely Rating Average Count 2 9 44 35 4 3.32 94 2% 10% 47% 37% 4%

THE RESULTS Overall, how to you find the Development Department? Answer Options Not at all Slightly Moderately Very Extremely Rating Average Count 7 8 41 28 9 3.26 93 8% 9% 44% 30% 10% Overall, how is the IT department? Answer Options Not at all Slightly Moderately Very Extremely Rating Average Count 0 3 13 52 24 4.05 92 0% 3% 14% 57% 26% How is the IS department? Answer Options Not at all Slightly Moderately Very Extremely Rating Average Count 1 8 31 41 11 3.58 92 1% 9% 34% 45% 12% 92

THE RESULTS Overall, how is the CSI department? Answer Options Not at all Slightly Moderately Very Extremely Rating Average Count 0 4 33 42 13 3.70 92 0% 4% 36% 46% 14% Overall, how do you think Account Management is? Answer Options Not at all Slightly Moderately Very Extremely Rating Average Count 1 4 31 51 5 3.60 92 1% 4% 34% 55% 5% Overall, how is the Accounting Department? Answer Options Not at all Slightly Moderately Very Extremely Rating Average Count 3 2 17 52 18 3.87 92 3% 2% 18% 57% 20% Overall, how is the HR department? Answer Options Not at all Slightly Moderately Very Extremely Rating Average Count 0 3 13 57 16 3.97 89 0% 3% 15% 64% 18%

HOW CLEAR ARE THE GOALS MANAGEMENT SETS FOR THE COMPANY Answer Options Percent Count Extemely clear 7.4% 7 Very clear 46.8% 44 Moderately clear 33.0% 31 Slightly clear 8.5% 8 Not at all clear 4.3% 4 Answered question 94 Skipped questions 0 Extemely clear Very clear Moderately clear Slightly clear Not at all clear

HOW EFFECTIVELY DOES MANAGEMENT USE COMPANY RESOURCES? Answer Options Percent Count Extremely ly 6.4% 6 Very ly 47.9% 45 Moderately ly 38.3% 36 Slightly ly 7.4% 7 Not at all ly 0.0% 0 Answered question 94 Skipped questions 0 Extremely ly Very ly Moderately ly Slightly ly Not at all ly

HOW MUCH INTEGRITY DOES MANAGEMENT HAVE? Answer Options Percent Count A great deal 25.5% 24 A lot 42.6% 40 A moderate amount 27.7% 26 A little 4.3% 4 None at all 0.0% 0 Answered question 94 Skipped questions 0 A great deal A lot A moderate amount A little None at all

HOW REALISTIC ARE THE EXPECTATIONS OF MANAGEMENT? Answer Options Percent Count Extremely realistic 3.2% 3 Very realistic 47.9% 45 Moderately realistic 33.0% 31 Slightly realistic 13.8% 13 Not at all realistic 2.1% 2 Answered question 94 Skipped questions 0 Extremely realistic Very realistic Moderately realistic Slightly realistic Not at all realistic

HOW WELL DOES MANAGEMENT EXPLAIN WHY CHANGES ARE MADE? Answer Options Percent Count Extremely well 7.4% 7 Very well 37.2% 35 Moderately well 26.6% 25 Slightly well 21.3% 20 Not at all well 7.4% 7 Answered question 94 Skipped questions 0 Extremely well Very well Moderately well Slightly well Not at all well

HOW CLEARLY DOES MANAGEMENT EXPLAIN THE COMPANY S BUSINESS PLAN? Answer Options Percent Count Extremely clearly 2.1% 2 Very clearly 43.6% 41 Moderately clearly 33.0% 31 Slightly clearly 18.1% 17 Not at all clearly 3.2% 3 Answered question 94 Skipped questions 0 Extremely clearly Very clearly Moderately clearly Slightly clearly Not at all clearly

HOW APPROACHABLE IS MANAGEMENT? Answer Options Percent Count Extremely approachable 42.6% 40 Very approachable 38.3% 36 Moderately approachable 10.6% 10 Slightly approachable 7.4% 7 Not at all approachable 1.1% 1 Answered question 94 Skipped questions 0 Extremely approachable Very approachable Moderately approachable Slightly approachable Not at all approachable

DO YOU LIKE YOUR EMPLOYER? Answer Options Percent Count Like a great deal 73.4% 69 like a moderate amount 22.3% 21 Like a little 0.0% 0 Neither like nor dislike 2.1% 2 Dislike a little 1.1% 1 Dislike a moderate amount 1.1% 1 Dislike a great deal 0.0% 0 Answered question 94 Skipped questions 0 Like a great deal like a moderate amount Like a little Neither like nor dislike Dislike a little Dislike a moderate amount

ARE YOU PROUD OF USTRAVEL S BRAND? Answer Options Percent Count Extremely proud 45.7% 43 Very proud 39.4% 37 Moderately proud 11.7% 11 Slightly proud 2.1% 2 Not at all proud 1.1% 1 Answered question 94 Skipped questions 0 Extremely proud Very proud Moderately proud Slightly proud Not at all proud

ARE YOU SATISFIED WITH YOUR JOB? Answer Options Percent Count Extremely satisfied 35.1% 33 Moderately satisfied 51.1% 48 Slightly satisfied 4.3% 4 Neither satisfied nor dissatisfied 6.4% 6 Slight dissatisfied 2.1% 2 Moderately dissatisfied 1.1% 1 Extremely dissatisfied 0.0% 0 Answered question 94 Skipped questions 0 Extremely satisfied Moderately satisfied Slightly satisfied Neither satisfied nor dissatisfied Slight dissatisfied Moderately dissatisfied

HOW WELL ARE YOU PAID FOR THE WORK YOUR DO? Answer Options Percent Count Extremely well 3.2% 3 Very well 35.1% 33 Moderately well 39.4% 37 Slightly well 19.1% 18 Not at all well 3.2% 3 Answered question 94 Skipped questions 0 Extremely well Very well Moderately well Slightly well Not at all well

HOW MUCH DO YOUR OPINIONS ABOUT WORK MATTER TO MANAGEMENT? Answer Options Percent Count A great deal 14.9% 14 A lot 31.9% 30 A moderate amount 31.9% 30 A little 16.0% 15 None at all 5.3% 5 Answered question 94 Skipped questions 0 A great deal A lot A moderate amount A little None at all

HOW REALISTIC ARE THE EXPECTATIONS OF MANAGEMENT? Answer Options Percent Count Extremely realistic 5.3% 5 Very realistic 48.9% 46 Moderately realistic 39.4% 37 Slightly realistic 5.3% 5 Not at all realistic 1.1% 1 Answered question 94 Skipped questions 0 Extremely realistic Very realistic Moderately realistic Slightly realistic Not at all realistic

HOW MANY OPPORTUNITIES DO YOU HAVE TO GET PROMOTED WHERE YOU WORK? Answer Options Percent Count A great deal 1.1% 1 A lot 8.5% 8 A moderate amount 18.1% 17 A little 36.2% 34 None at all 36.2% 34 Answered question 94 Skipped questions 0 A great deal A lot A moderate amount A little None at all

WHAT DO WE DO WITH THE RESULTS? Each and every response is considered Confidentiality honored Your perspective matters

THINK EPIC! JULIE CROTTS

THANK YOU DELTA AIR LINES