ACE - Adapted From Lafley
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Transcript of ACE - Adapted From Lafley
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7/30/2019 ACE - Adapted From Lafley
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Delighting customers
Building brands
Anticipatory change
Fit all individual disciplines into a coherent whole. 80% of the worlds firms failed to meet a growth
threshold of 5 percent in real terms from 1994 to 2004.
Eight areas
1. Purpose and Value
Innovation and execution are team sports
High level of collaboration
Collaboration requires trust
Our purpose is to improve consumers everyday lives
Values- Integrity, Trust, Leadership, Ownership and Passion for serving & winning with customers
2. Get the growth goals right
Dont over-promise to investors with stretch goals
Internally, benchmark the goals based on market realities. If you are 1% of market share and
customers can switch, then 2% is realistic given the company also give enough resources. But if the
market share is 30%, then its not realistic to expect 50% or if the market growth is negative or if
people are not purchasing.
Growth goals can be
Increase market share
Expand to new segments or gegraphies
Create new brands and categories
Consistent margin expansion
People inside and outside the company have to accept these goals. It takes clear, persistent, compelling
and frequent communication.
Use blogs, use letters to employees, cutting edge monthly newsletter written by the CEO
3. Strategy
Its about making choices which business to be in and which business to move out of
P&G business model is driven by creation of loyal customers from point of entry to point of exit. To
get loyal customers, provide greater consumer value and deliver greater customer delight.
Delight can I partner with some company? E.g. Ritz Carlton with Mercedes, we do it with hospitals,
can I prepare a booklet, charity program every month, we spend 10 baht to some charity institution;
thank you from charity group for sending monies through mail or SMS; what ACE is doing for
Thailand like immunization drive, tree plantation,
A delightful customer experience takes individual preferences into account. CRM system which when
person calls can be greeted as Good morning Mr. XYZ, how can I help you today?
a) P&G focused on its core 4 businesses. ACE needs to understand its core 4 businesses where
investments can be made and double digit growth is possible. This will mean robbing market share
from other players. We have to segment the market, understand customer needs and develop products
in a more systematic manner. We have to look to widen the gap between us and the competitors.
b) Migrate portfolio towards faster-growing, higher-margin, more asset efficient business
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Find out which are they
c) Win with lower-income consumers in the fastest growing regions
Greater household penetration, broader deeper retail distribution, a wider mix of brands and products
targeted at a range of income levels
Make the Where to Play choice.
Review, make choice, set and then reset priorities
Create a cycle of strategic commitment
4. Core Strength
Which capability matters most in winning customers in our industry?
Does ACE has meaningful competitive advantage in those areas?
Look at our portfolio where are we doing well, where we were not doing well, and why
Brands, innovation and strong partnerships with mass-market retailers
Are these businesses where we can leverage our scale?
ACE success has less to do with the structural characteristics of the industry and more to do with our
ability to leverage a few core strengths
5 strengths that matter the most in consumer products
a) consumer understanding
b) branding
c) innovation
d) go-to-market capability
e) global learning and scale
P&G was strong in these but didnt have clear competitive advantage in any of these.
Like consumer understanding what was going on in the consumers mind when he bought insurance?
Was he thinking about this traveling habits, or his age, or his dependents? If you know the answer of
that, then TM can structure the discussion that way and penetrate more. The customer will stay longer
with us.
Immersion research
Defining a brands target market is more than demographics and psychographics. It requires a deep
understanding of what drives their emotion. Not only understand the needs but also her aspirations.With this knowledge, develop communications precisely to target them.
This clarity about our core strength will help us manage our back-office operations easily like
facilities, IT, back-office services, employee services etc. Outsourcing partners can give ACE best-in-
class service at best-in-industry costs.
5. Organizational structure and supporting work systems
The common support are ops, finance, TM, HR
New : Marketing consisting of consumer market research, product development, go-to-market launch,
organize marketing events, data-mining etc. the classical marketing functions. The marketing teamshall work for all sponsors and non-sponsor business.
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The account managers will be the key focal point of the relationship and shall be responsible for
building the partnership, seeking more business and route all information to ops, marketing, finance
etc.
90 day rule from concept to market
This will allow more information-sharing between teams and more importantly, we will be leveraging
economies of scale. The marketing team will hence be involved from the ideation to the launch stage,and will not be working in the silos they currently work on. E.g. market research (is quite minimal)
doesnt speak to product development or telemarketing.
Template based approach to product launch and product development is important.
Performance based meritocracy balanced scorecard approach
6. Innovation
Ongoing investment in consumer and shopping behaviour, technical capability and technology
development, innovation systems, concept and market testing and consumer trial generation.
Concept innovation
Design innovation
Communication innovation
Go-to-market innovation
Supply chain innovation
Cost innovation
Everyone has to see innovation as his or her job.
Seed capital
7. Leadership
CEO is personally involved in the career planning of the top 500 development candidates at P&G.
Review their assignment plans, assess their strength and weaknesses and determine where I can help
them grow.
Engaged in succession planning
Diversity is very important and it doesnt relate to just gender or nationality etc. Its more emotional
you need people with differing thoughts in a team critical thinking, logical reasoning, strategic,
perspectives of all.
Training and development and more importantly, coaching.
8. Courageous and collaborative culture
Why do people come to ACE?
What culture does ACE provide for people to stay in and do their work with passion how to get their
commitment for the long-term.