Training Top 125 Best Practice: Rollins, LLC’s High-Performance Organization
Rollins LLC’s Learning function worked with the president of the pest control services company’s HomeTeam brand to assess an opportunity to improve the overall operational and team performance within the organization.
The Houston region was selected as a pilot group due to several factors:
- The regional vice president was a solid leader with a history of performance.
- Business performance was good year over year but had potential for much stronger growth.
- There was strong commitment from the senior leadership team, regional operations team, and branch.
Rollins used another region as a control group to measure improvement for the pilot.
Rollins Learning rolled out the High-Performance Organization (HPO) process in 2016 to drive improvement at HomeTeam. The HPO process was designed to help improve the organization’s overall health. Its purpose was to build and strengthen the leadership team and provide tools that will enable leaders to create clarity and alignment to drive execution at all levels of the organization.
HPO was a nine-month process with an initial face-to-face two-day kick-off session, followed by a two-day commitment one month later, a one-day commitment in Month 4, and another one-day commitment in Month 9. One-hour conference calls were conducted each month in between in-person commitments. Leaders gained a better understanding of each behavior by practicing it first. They learned how to teach and reinforce each behavior with the teams they lead following each session.
The process focused on applying the 7 Key Behaviors of a High Performance Team (100 Percent Responsibility, Trust, Communication, Productive Conflict, Commitment, Accountability, and Collective Results). The leadership team worked to create clarity in the organization regarding what results were most important and how those results should be achieved. It was their role to over-communicate clarity with consistency to drive alignment among their teams and ultimately to reinforce it with processes, systems, and support to ensure it became a way of life for every employee.
The HPO process leveraged the MyEverything DiSC Workplace assessment, a team cultural assessment, and Patrick Lencioni’s “The 5 Dysfunctions of a Team” and “The Advantage” books. These tools were used throughout the process to facilitate and understand team member personality dynamics and current cultural state. A follow-up cultural assessment also was taken at the end of the process to measure improvement.
- Rollins’ operating profit increased 47 percent from 2016 to 2017; Rollins estimates that HPO’s contribution to the Houston region’s improved operating profit was 16 percent.
- HPO is a worthwhile investment of the team’s time. The VP rated it 4.6 on a scale of 1 to 5.
- The region’s overall Net Promoter Score saw a 7.6 percent improvement. Revenue grew 9 percent. And customer cancels went down 18.6 percent from 2015 to 2017.