COE Professional Development Meeting

 

Friday, Sept. 14, 2018 | The Blackwell | 10:30 a.m. to 2:30 p.m.

Keynotes: 

 

Morning keynote: 10:30 a.m. - noon
'Good on Paper: Living Your Organization's Mission, Vision, and Values'

Marc Ankerman, senior lecturer, Fisher College of Business

marc ankermanMost organizations – from multibillion-dollar for-profits to small nonprofits – have a mission, vision, and values that embody why they exist, what matters, and where they’re focused. Sometimes, though, these “big-picture” ideas don’t make their way from top leadership to the front line, a process that’s critical in developing a “people-first” approach. In this session, award-winning Fisher College of Business professor and organizational development expert Marc Ankerman draws on his decades in industry to offer a primer on how employees at all levels of the organization can play a role in bringing these big ideas to life. Attendees will gain new insights they can apply in their own work – and link to the featured afternoon keynote from Safelite CEO Tom Feeney.

1 p.m. keynote: Tom Feeney, CEO, Safelite Group
'People First: The Safelite Journey'
 

tom feeney safeliteHow do you create a great customer experience no one wishes they needed in the first place? Columbus-based windshield repair and replacement giant Safelite AutoGlass has built an industry-leading reputation on doing just that, bringing unexpected happiness to drivers who find themselves unexpectedly in need of one of the company’s 6,000 technicians. That front-line excellence, though, comes from a focus on creating a people-first culture inside the organization, a top priority for CEO Tom Feeney (pictured, right), who has led Safelite for the past decade.

In his featured keynote, Feeney will offer his insights on how he’s championed the growth of a people-powered, customer-driven organization that fosters a fail-fast culture of innovation and takes on business challenges with speed and agility. This ranges from internal efforts to deploy associate ideas, external efforts to equip front-line workers with new service-minded technology, and Feeney’s own commitment to being a leader others want to follow.

More info

  • Full agenda

    Location: The Blackwell, 2110 Tuttle Park Place, Columbus, OH 43210

    Agenda: 

    • 9:45 - 10:30 a.m.: Check-in / networking
    • 10:30 a.m. - noon: Morning keynote - Marc Ankerman, Fisher College of Business
    • Noon - 1 p.m.: Networking lunch
    • 1 - 2:30 p.m.: People First: The Safelite Story, CEO Tom Feeney
  • About Marc Ankerman

    Marc Ankerman has been in HR training and education field for over 29 years. Marc is recently received the Provost Award for Distinguished Teaching for a Lecturer and was inducted into the Academy of teaching at The Ohio State University. Marc is currently a Senior Lecturer at The Ohio State University’s Fisher College of Business, delivering a variety of professional development courses to MBA students. He designed and created Enhancing Professional Interchange, which is a core course in the Fisher MBA curriculum. He also designed and developed the advanced professional interchange, enhancing written communication and a special PhD communication course, delivered at Fisher. In addition, he is the faculty advisor for a variety of Case Competition Teams at Fisher. Marc is a former Director of Training at Williams-Sonoma, Express, Michigan National Bank and Galileo International. He specializes in the multi-unit, multi-divisional retail world.

    Marc is also President of Ankerman Training Solutions and specializes in employee retention, assimilation and onboarding, creating customized training solutions for his clients. A partial list of clients include: Giant Eagle, The GAP, Lane Bryant, Children’s Hospital, Columbus, dELiA*s, Dick’s Sporting Goods, Help Wizards, Tosoh SMD, MedCost Recovery Systems, Consumers Choice Awards, The Ohio Public Retirement System, Capital University and Law School, Nationwide Insurance, Trident Title Corporation, Street Fighter Marketing, and Sussan Corporation (Australia) Pty. Ltd. He has designed, developed, and implemented a variety of educational sessions including: call center training and development, sales training, presentation and writing skills, customer service, motivation seminars, time management, supervisory and leadership skills seminars, inclusion and diversity solutions, total quality management, creative problem solving, orientation and onboarding programs.

  • About Tom Feeney

    Since joining Safelite Group in 1988, Tom Feeney has held several positions within the organization including senior vice president retail operations. In October 1991, Feeney was promoted to senior vice president, client sales and support and again in 2003 as executive vice president and chief client officer with responsibility for Safelite® Solutions. Feeney became president and CEO of Safelite Group on July 1, 2008 and immediately introduced a new vision for Safelite supported by two core principles: “People First, Customer Delight,” which have since evolved to “People Powered, Customer Driven.” As a result, the company has doubled with plans to continue growth through a new “Nationally Powered, Locally Driven” approach. In addition to leading Safelite Group, Feeney is a director for the Safelite Group Board of Directors and is a member of parent company Belron’s Global Leadership Team. Feeney has been the keynote speaker at variety of service-related conferences, including the Customer Experience Exchange, Customer Experience Professionals’ Association Annual Conference, International Customer Service Association Annual Conference, Net Promoter Forum, North American Conference on Customer Management, Total Customer Experience Leaders’ Summit, among others. Before joining Safelite, he was the vice president of franchise operations for Tenneco Automotive Retail. He also served in key staff, sales and operations positions with Hertz Corporation and American International Rent-a-Car. 

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