business culture as a process
TRANSCRIPT
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Maximising Business Potential Through Culture
Margaret Manson Chief Inspirator | InnoFuture
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New ‘Silicon Valley’ - Gangnam Style
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Passion For Making a Difference
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InnoFuture – every day innovation
We help organisations build iconic business brands that engage Employees and Customers.
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Business has Two Functions: Marketing and Innovation
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The Challenge.
Think differently.
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Complexity is the Silent Killer of Business.
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Simplicity is the key.Non-Negotiable Principles.
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Will this Action support ourNon-Negotiable Principle?
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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?”
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Designed to Achieve Bigger Goals
Continental Airlines:“On-Time Arrivals”
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Designed to Achieve Bigger Goals:
Alcoa:“No worker accidents”
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Who Moved My Cheese?
Minding the Competitive Advantage
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Who Moved My Cheese?
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Lesson:What You Can’t See, Can Kill You!
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Culture Pays
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The difference between successful, profitable companies and the rest, lies in what behaviours are
purposeful shaped to encourage specific outcomes.
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Culture Pays
The holy union of Product and
Customer Experience Design
‘Insane.’
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Culture Pays
"If we get the culture right, then everything else, including the customer service, will fall into place"
Tony Hsieh, CEO, Zappos
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Culture: a Business Process
“If you put good people in bad systems, you will get bad results.” Stephen Covey
Businesses run on Processes and People.
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5.Platform
Culture: a Business ProcessSix Steps
1. Insight 2. Roadmap 3. Leader 6. Toolbox4. Navigators
Leader-top-down Process
Culture-bottom-up Process
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1. Provide Direction2. Lead by Example
Culture - a Business ProcessTwo Strategic Moves
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Providing DirectionVision“We are what and where we are because we have first imagined it.” Donald Curtis
Bold | Attainable | Inspiring
Mission A Roadmap of a Journey – Focus for Action.
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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.“
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McDonalds: MissionA Clear Roadmap?
1. Key Market - the fast food customer world-wide2. Contribution - tasty and reasonably-priced food
prepared in a high-quality manner3. Differentiation - delivered consistently, in a low-
key décor and friendly atmosphere (world-wide)
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Leading by Example
Evangelising the Customer and Employee
Experience
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Takeaway.
Re-discoverThe Mission Statement.
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Takeaway
1. Who is our customer?2. What is our contribution: what is the core
service we provide?3. What is our differentiation: what is the ONE
thing we must focus on to ensure we are on the right track and IMPROVING?
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One more thing…
A self-improving Culture
conditions people for change.
Change before you have to!
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Find This Presentation
www.innofuture.com.au/culture