imtra business excellence12.10.13
TRANSCRIPT
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Business Excellence in the NEW Normal
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Kuala LumpurOct 6th 2011
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For those who are prepared…For those who are prepared…
…chaos brings opportunity
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• The willingness… even enthusiasm… to change EVERYTHING combined with the wisdom to understand what must NEVER be changed.
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The Key To Success in the New Normal…
•Nimbleocity•Nim-bo-licous
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Anyone who tells you they enjoy change… should seek
immediate professional help.
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Emotional Response to Perceived Negative Change
Stability
Immobilization
Denial
Anger
Bargaining
Depression
Testing
Acceptance
TimePassive
Active
Emoti
onal
Res
pons
e
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Managing Positive Responses to Change
Uninformed Optimism
Informed Pessimism
HopefulRealism
Informed Optimism
Completion
CheckingOut
TIME
PESS
IMIS
M
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(T + C + ECF) x DE = Success
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1,300,000 interviews: Basic 4 + 1
Goal Setting
TrustAccountability
Communications
RECOGNITION
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Brand New from HBR
• Individual differences are nurtured.
• Information is not suppressed or spun.
• The company adds value to employees rather than
merely extracting it from them.
• The organization stands for something meaningful.
• The work itself is intrinsically rewarding.
• There are no stupid rules.
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Extreme
Customer
Focus
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Web of Value: VOC + MOT + WOM
11
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Extreme Customer Focus
VOC
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Moments Of Truth
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78.9%23.4%
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43% - 74% of purchasing decisions = WOM/T
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You MUST have a WOM Referral System
Know Like Trust Try Buy RepeatIdentify
Ideal Customer
ReferIdeal
Customer
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F D A
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Summary• Change is inevitable.• Embrace change and competition with a sense
of urgency.• You work in a great company, with world class
products and superior education.• You MUST work together to win in the
marketplace.• Own the VOC• Flawlessly deliver on the MOT.
• Focus + Discipline x Action
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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