Maximising Business Potential Through Culture Leveraging the Competitive Advantage Margaret Manson |...
-
Upload
amberlynn-fleming -
Category
Documents
-
view
221 -
download
1
description
Transcript of Maximising Business Potential Through Culture Leveraging the Competitive Advantage Margaret Manson |...
Maximising Business Potential Through Culture
Leveraging the Competitive Advantage
Margaret Manson | Chief Inspirator | InnoFuture
New ‘Silicon Valley’ - Gangnam Style
Passion For Making a Difference
Business has Two Functions: Marketing and Innovation
The Challenge.
Think differently about Marketing and Innovation.
Complexity is the Silent Killer of Business.
Non-Negotiable Principles
Southwest Airlines:“THE low-fare airline”
“Will adding a chicken Caesar salad help us be “THE low-fare airline” in those markets?”
Designed to Achieve Bigger Goals:
Continental Airlines:“On-Time Arrivals”
Designed to Achieve Bigger Goals:
Alcoa:“No worker accidents”
Who Moved My Cheese? Minding the Competitive Advantage
Nokia
Who Moved My Cheese? Minding the Competitive Advantage
Sony
Who Moved My Cheese? Minding the Competitive Advantage
Blackberry
Who Moved My Cheese? Minding the Competitive Advantage
HP
What You Can’t See, Can Kill You!
Culture Pays
Culture Pays
Culture Pays
The holy union of Product and
Customer Experience Design
‘Insane.’
Culture Pays
"If we get the culture right, then everything else, including the customer service, will fall into place"
Tony Hsieh, CEO, Zappos
Culture Pays
Culture Pays
Culture: a Business Process Competitive Advantage
“If you put good people in bad systems, you will get bad results.” Stephen Covey
5. Rituals
Culture: a Business ProcessSix Steps
1. Insight 2. Roadmap 3. Leader 6. Toolbox4. Navigators
Leader-top-down-driven Process
Self-correcting Culture-bottom-up-driven Process
1. Provide Direction2. Lead by Example
Culture - a Business Process:Two Strategic Moves
Providing Direction
• Vision“We are what and where we are because we have first imagined it.” Donald Curtis
• Mission The Mission is not a slogan.
McDonalds: Mission
• "To provide the fast food customer food prepared in the same high-quality manner world-wide that is tasty, reasonably-priced & delivered consistently in a low-key décor and friendly atmosphere.“
McDonalds: Mission
1. Key Market - the fast food customer world-wide
2. Contribution - tasty and reasonably-priced food prepared in a high-quality manner
3. Differentiation - delivered consistently (world-wide) in a low-key décor and friendly atmosphere.
Leading by ExampleEvangelising the Customer And Employee Experience
TakeawayDig up your company’s Mission statement and examine it. Does it provide clear answers to these 3 questions?
1. Who is our customer2. What is our contribution: what is the core
service we provide3. What is your differentiation: What is the ONE
thing you need to focus on to ensure you are on the right track and IMPROVING?
One more thing…
This process conditions people
for change.
Change before you have to!