paul iske presentatie kennisnetwerk hrm
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Presentatie Paul Iske op Event Kennisnetwerk HRM 2012TRANSCRIPT
Prof. dr. Paul Louis Iske University Maastricht Chief Dialogues Officer, ABN AMRO
HRM and Paradigm Shifts From Customer-Relationship Management to Customer-Managed Relationships!
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The world is getting more and more complex
This asks for Agility
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Our beliefs …
“We have no problem with Agility!”
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Agile or Trapped in Patterns?
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Innovation
Innovation is the process in which value
is created by the application of knowledge
in areas where this didn’t happen before.
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6 images by JAM
customer
segments
key
partners
cost
structure
revenue
streams channels
customer
relationships
key
activities
key
resources
value
proposition
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• Client = Employee Co-creation (Key Resources, Channels) • Competitor = Colleague Open Innovation • Stranger = Strategic Partner Combinatoric Innovation • Crisis = Opportunity Restructuring • Succes = Danger Disruptive Innovation • Change = Fun Fashion • Knowledge = Commodity Rising Knowledge Economies • Valuable = Free Free Content (Revenu Streams) • Client = Account Manager Qiy (Customer Relationships) • Authority = Powerless Publishers (Knowledge Resources) • Best Practices = Worst Practices Land Lines • Money & Sustainability = Good pair Green Energy • IP = Outdated Open Source • Diversity = Asset Ideo • Certainties = Fake Portfolio Management • Risk = Attractive Insurances • Poor = Rich Bottom of Pyramid (Customer Segment, Cost Structure) • Small = Big Crowfunding (Cost Structure) • Play = Serious LEGO Serious Play (Customer Segment) • Failure = Blessing Brilliant Failures
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Who owns Who?
CRM: Customer Relationship Management
OR
CMR: Customer Managed Relationship ?
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New Technology Old Organisation ------------------------------- + Expensive Old Organization
NT + OO = EOO
A well-known formula
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Copyriht © Eli Lilly and Company
Are we in Dialogue with the customer?
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Loyalty vs. satisfaction
Terrorists
Ambassadors
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Ambassadors identify themselves
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9 PRINCIPLES FOR ENTHUSIASM (B. Mager)
• Relief: unexpected help, getting rid of tasks, getting rid of
responsibilities, decision support, saving time
• Flexibility: spontaneous reaction, adaptiveness, differing from standards, caring for individual needs
• Prudence: thinking outside the box, being one step ahead, consideration of circumstances
• Generosity: excess, lavish, more than the necessary
• Authenticity: sincerity, honesty, transparency, confidence
• Belonging: interaction, synergistic effect, being a part, feeling supported
• Exclusiveness: rareness, limitation, luxury
• Success: pride, reached aims, affirmation
• Completion: beauty, virtuosity, perfection, ‘the divine’
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Loyalty: Sense of belonging
If we build it, they will use it !
If they use it, it will build itself !
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Creati
vit
y
Cu
sto
mer F
ocu
s
Ou
tward
Loo
kn
g
Netw
orkin
g
Su
sta
imab
ilit
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Div
ersit
y
Cle
ar M
issio
n
Siz
e
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Creativity, Networking are Spontaneous
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An Environment consists of 4 spaces
Physical space
Social space
Virtual space
Process space
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Environments for Agility (C. Leadbeater)
1. Diversity
2. Selection
3. Perpetuation
4. Co-evolution
5. Unlearning
6. Disruption
7. Simplicity
8. Spare capacity
9. Timing
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Creativity
Being multiparadigmatic: flexibly moving between, combining and integrating diverse ideas, perspectives, intelligences and paradigms
PO
= Provocative Operation
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Increasing the Creativity Score
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Combinatoric Innovation
Combinatoric Innovation is the process of discovering new ways of value creation by combining and applying previously disconnected intellectual capital from two or more sources.
Community of Serendipity
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“If we knew what we are doing, we wouldn’t call it innovation”
Serendipity as key process
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DIALOGUES HOUSE Home for Innovation, Entrepreneurship, Sustainability and Collaboration
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CONCLUSIONS
• CREATE THE RIGHT, OPEN ENVIRONMENT FOR AGILITY
• SERENDIPITY IS A CRUCIAL BUSINESS PROCESS
• INNOVATION BY COMBINATION OPENS NEW POSSIBILITIES
• THIS REQUIRES TRUST, MORE THAN CONTROL !
• FAILURE IS AN OPTION!