orea 3.14 achieving business excellence
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Keynote presentationTRANSCRIPT
Achieving Business Excellence in the NEW Normal
Kuala LumpurOct 6th 2011
For those who are prepared…For those who are prepared…
…chaos brings opportunity
• The willingness… even enthusiasm… to change EVERYTHING combined with the wisdom to understand what must NEVER be changed.
The Key To Success in the New Normal…
•Nimbleocity•Nim-bo-licous
Anyone who tells you they enjoy change… should seek
immediate professional help.
Emotional Response to Perceived Negative Change
Stability
Immobilization
Denial
Anger
Bargaining
Depression
Testing
Acceptance
TimePassive
Active
Emoti
onal
Res
pons
e
Managing Positive Responses to Change
Uninformed Optimism
Informed Pessimism
HopefulRealism
Informed Optimism
Completion
CheckingOut
TIME
PESS
IMIS
M
Key steps to successful change…
1. Irresistible case for change2. Sense of urgency3. Compelling NEW vision4. Guiding coalition5. Plan for small wins6. Empower others
(T + C + EMF) x DE = Success
Fair Compensation
Challenging Work
Good Co-workers
Superior Culture
Sense of Meaning…
Great Leader
88%
What attracts top talent?
1,300,000 interviews: Basic 4 + 1
Goal Setting
TrustAccountability
Communications
RECOGNITION
Page 8
C+R+I SO
I am good at what I do and I do it because I
care about you!
1,300,000 interviews: Basic 4 + 1
Goal Setting
TrustAccountability
Communications
RECOGNITION
Page 8
Web of Value: VOM + MOT + WOM
Extreme Customer Focus
VOM
Moments Of Truth
Page 8
If you want REPEATABLE success…
you must have
PROCESS
43% - 74% of purchasing decisions = WOM/T
“Simplicity is the ultimate sophistication” Leonardo da Vinci
THANK YOUIf you have any questions at all please do not hesitate to send a note or call.
My email address is: [email protected]
PLEASE connect with me on LinkedIn
Also, you might find value in the ideas I share in my blog. You can sign up for it at:www.blog.johnspence.com
Lastly, these slides have already been uploaded to:
www.slideshare.net/johnspence