際際滷

際際滷Share a Scribd company logo
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 Cant 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
Maximising Business Potential Through Culture
Maximising Business Potential Through Culture
Culture: a Business Process
        Competitive Advantage


If you put good people in bad systems,
you will get bad results.
Stephen Covey
Culture: a Business Process
                                    Six Steps



1. Insight   2. Roadmap      3. Leader         4. Navigators       5. Rituals    6. Toolbox


              Leader-top-down-driven Process

                              Self-correcting Culture-bottom-up-driven Process
Culture - a Business Process:
     Two Strategic Moves


     1. Provide Direction
     2. Lead by Example
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 d辿cor 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 d辿cor and
   friendly atmosphere.
Leading by Example
Evangelising the Customer
And Employee Experience
Takeaway
Dig up your companys Mission statement and
examine it.
Does it provide clear answers to these 3 questions?
  1. Who is our customer
  2. What is our contribution: what is the core
      service we provide
  3. 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!

More Related Content

Viewers also liked (8)

愆惘惺 愕 慍惘悋悄愆惘惺 愕 慍惘悋悄
愆惘惺 愕 慍惘悋悄
悋 悋慍惘悋悄
application with exp
application with expapplication with exp
application with exp
悋 悋慍惘悋悄
Wynncity
WynncityWynncity
Wynncity
wynnCity
Linq to xml
Linq to xmlLinq to xml
Linq to xml
Mickey
Prinsip kerja penerima
Prinsip kerja penerimaPrinsip kerja penerima
Prinsip kerja penerima
Dienoadam
Prehistory paleolithic
Prehistory paleolithicPrehistory paleolithic
Prehistory paleolithic
fumugo
Mural lecture 2
Mural lecture 2Mural lecture 2
Mural lecture 2
Holly Yacoumakis
Traballo por proxectos
Traballo por proxectosTraballo por proxectos
Traballo por proxectos
mercedesbangueses
愆惘惺 愕 慍惘悋悄愆惘惺 愕 慍惘悋悄
愆惘惺 愕 慍惘悋悄
悋 悋慍惘悋悄
Wynncity
WynncityWynncity
Wynncity
wynnCity
Linq to xml
Linq to xmlLinq to xml
Linq to xml
Mickey
Prinsip kerja penerima
Prinsip kerja penerimaPrinsip kerja penerima
Prinsip kerja penerima
Dienoadam
Prehistory paleolithic
Prehistory paleolithicPrehistory paleolithic
Prehistory paleolithic
fumugo

Similar to Maximising Business Potential Through Culture (20)

Analysis Prioritisation Communication Day Three
Analysis Prioritisation Communication   Day ThreeAnalysis Prioritisation Communication   Day Three
Analysis Prioritisation Communication Day Three
Reuben Ray
Engaging with Purpose
Engaging with Purpose Engaging with Purpose
Engaging with Purpose
Siegel+Gale
LIZ ARMSTRONG - DESIGNING INNOVATION IN CORPORATE ENVIRONMENTS
LIZ ARMSTRONG - DESIGNING INNOVATION IN CORPORATE ENVIRONMENTSLIZ ARMSTRONG - DESIGNING INNOVATION IN CORPORATE ENVIRONMENTS
LIZ ARMSTRONG - DESIGNING INNOVATION IN CORPORATE ENVIRONMENTS
Liz Armstrong
Wodify: One Culture
Wodify: One CultureWodify: One Culture
Wodify: One Culture
Wodify Technologies
Vision and mission of companies
Vision and mission of companiesVision and mission of companies
Vision and mission of companies
Rihazudin Razik MBCS
Why Corporations Will Save The World (with help from Creative Agencies)
Why Corporations Will Save The World (with help from Creative Agencies)Why Corporations Will Save The World (with help from Creative Agencies)
Why Corporations Will Save The World (with help from Creative Agencies)
Trevor Bennett Grant
Finding Charisma: The Secrets To Becoming Design Oriented
Finding Charisma: The Secrets To Becoming Design OrientedFinding Charisma: The Secrets To Becoming Design Oriented
Finding Charisma: The Secrets To Becoming Design Oriented
Kelsey Ruger
Vision and mission of companies
Vision and mission of companies Vision and mission of companies
Vision and mission of companies
Syed Taimoor Hussain Shah
Smart Up Business Gaia co.culture
Smart Up Business Gaia co.cultureSmart Up Business Gaia co.culture
Smart Up Business Gaia co.culture
Sherif Nazmi
The Paradox of Disruption - CMA B2B Innovation Conference
The Paradox of Disruption - CMA B2B Innovation ConferenceThe Paradox of Disruption - CMA B2B Innovation Conference
The Paradox of Disruption - CMA B2B Innovation Conference
Bo Pelech
Vision,Mission,Strategy and Leadership.
Vision,Mission,Strategy and Leadership.Vision,Mission,Strategy and Leadership.
Vision,Mission,Strategy and Leadership.
Sonia Verma
Culture first 2019 you have values now what
Culture first 2019 you have values now whatCulture first 2019 you have values now what
Culture first 2019 you have values now what
Culture Amp
newsgator - grover 050613 FINAL II
newsgator - grover 050613 FINAL IInewsgator - grover 050613 FINAL II
newsgator - grover 050613 FINAL II
John Grover
Storytelling for startups - How to build a manifesto
Storytelling for startups - How to build a manifestoStorytelling for startups - How to build a manifesto
Storytelling for startups - How to build a manifesto
yrotsduol
#FIRMday 2nd Oct 2014 Chris Marsh, Atkins, Developing and employer brand, t...
#FIRMday 2nd Oct 2014   Chris Marsh, Atkins, Developing and employer brand, t...#FIRMday 2nd Oct 2014   Chris Marsh, Atkins, Developing and employer brand, t...
#FIRMday 2nd Oct 2014 Chris Marsh, Atkins, Developing and employer brand, t...
Emma Mirrington
Creating A Great Organizational Culture: From concept to action
Creating A Great Organizational Culture: From concept to actionCreating A Great Organizational Culture: From concept to action
Creating A Great Organizational Culture: From concept to action
Ada County Employer Association
The impact of a company's culture on Lean intiatives
The impact of a company's culture on Lean intiativesThe impact of a company's culture on Lean intiatives
The impact of a company's culture on Lean intiatives
Kirk Hazen, P.E.
Radhik鏤a Dutt: How to innovate smarter and build world-changing products
Radhik鏤a Dutt: How to innovate smarter and build world-changing productsRadhik鏤a Dutt: How to innovate smarter and build world-changing products
Radhik鏤a Dutt: How to innovate smarter and build world-changing products
Lviv Startup Club
CMI Master Class Toronto Presentation
CMI Master Class Toronto PresentationCMI Master Class Toronto Presentation
CMI Master Class Toronto Presentation
LinkedIn Canada
Purpose-driven Business: Leading from Purpose & Core Values
Purpose-driven Business: Leading from Purpose & Core ValuesPurpose-driven Business: Leading from Purpose & Core Values
Purpose-driven Business: Leading from Purpose & Core Values
fmarinescu
Analysis Prioritisation Communication Day Three
Analysis Prioritisation Communication   Day ThreeAnalysis Prioritisation Communication   Day Three
Analysis Prioritisation Communication Day Three
Reuben Ray
Engaging with Purpose
Engaging with Purpose Engaging with Purpose
Engaging with Purpose
Siegel+Gale
LIZ ARMSTRONG - DESIGNING INNOVATION IN CORPORATE ENVIRONMENTS
LIZ ARMSTRONG - DESIGNING INNOVATION IN CORPORATE ENVIRONMENTSLIZ ARMSTRONG - DESIGNING INNOVATION IN CORPORATE ENVIRONMENTS
LIZ ARMSTRONG - DESIGNING INNOVATION IN CORPORATE ENVIRONMENTS
Liz Armstrong
Vision and mission of companies
Vision and mission of companiesVision and mission of companies
Vision and mission of companies
Rihazudin Razik MBCS
Why Corporations Will Save The World (with help from Creative Agencies)
Why Corporations Will Save The World (with help from Creative Agencies)Why Corporations Will Save The World (with help from Creative Agencies)
Why Corporations Will Save The World (with help from Creative Agencies)
Trevor Bennett Grant
Finding Charisma: The Secrets To Becoming Design Oriented
Finding Charisma: The Secrets To Becoming Design OrientedFinding Charisma: The Secrets To Becoming Design Oriented
Finding Charisma: The Secrets To Becoming Design Oriented
Kelsey Ruger
Smart Up Business Gaia co.culture
Smart Up Business Gaia co.cultureSmart Up Business Gaia co.culture
Smart Up Business Gaia co.culture
Sherif Nazmi
The Paradox of Disruption - CMA B2B Innovation Conference
The Paradox of Disruption - CMA B2B Innovation ConferenceThe Paradox of Disruption - CMA B2B Innovation Conference
The Paradox of Disruption - CMA B2B Innovation Conference
Bo Pelech
Vision,Mission,Strategy and Leadership.
Vision,Mission,Strategy and Leadership.Vision,Mission,Strategy and Leadership.
Vision,Mission,Strategy and Leadership.
Sonia Verma
Culture first 2019 you have values now what
Culture first 2019 you have values now whatCulture first 2019 you have values now what
Culture first 2019 you have values now what
Culture Amp
newsgator - grover 050613 FINAL II
newsgator - grover 050613 FINAL IInewsgator - grover 050613 FINAL II
newsgator - grover 050613 FINAL II
John Grover
Storytelling for startups - How to build a manifesto
Storytelling for startups - How to build a manifestoStorytelling for startups - How to build a manifesto
Storytelling for startups - How to build a manifesto
yrotsduol
#FIRMday 2nd Oct 2014 Chris Marsh, Atkins, Developing and employer brand, t...
#FIRMday 2nd Oct 2014   Chris Marsh, Atkins, Developing and employer brand, t...#FIRMday 2nd Oct 2014   Chris Marsh, Atkins, Developing and employer brand, t...
#FIRMday 2nd Oct 2014 Chris Marsh, Atkins, Developing and employer brand, t...
Emma Mirrington
Creating A Great Organizational Culture: From concept to action
Creating A Great Organizational Culture: From concept to actionCreating A Great Organizational Culture: From concept to action
Creating A Great Organizational Culture: From concept to action
Ada County Employer Association
The impact of a company's culture on Lean intiatives
The impact of a company's culture on Lean intiativesThe impact of a company's culture on Lean intiatives
The impact of a company's culture on Lean intiatives
Kirk Hazen, P.E.
Radhik鏤a Dutt: How to innovate smarter and build world-changing products
Radhik鏤a Dutt: How to innovate smarter and build world-changing productsRadhik鏤a Dutt: How to innovate smarter and build world-changing products
Radhik鏤a Dutt: How to innovate smarter and build world-changing products
Lviv Startup Club
CMI Master Class Toronto Presentation
CMI Master Class Toronto PresentationCMI Master Class Toronto Presentation
CMI Master Class Toronto Presentation
LinkedIn Canada
Purpose-driven Business: Leading from Purpose & Core Values
Purpose-driven Business: Leading from Purpose & Core ValuesPurpose-driven Business: Leading from Purpose & Core Values
Purpose-driven Business: Leading from Purpose & Core Values
fmarinescu

Recently uploaded (20)

Western Alaska Minerals Corporate Presentation Mar 2025.pdf
Western Alaska Minerals Corporate Presentation Mar 2025.pdfWestern Alaska Minerals Corporate Presentation Mar 2025.pdf
Western Alaska Minerals Corporate Presentation Mar 2025.pdf
Western Alaska Minerals Corp.
Will-Skill Matrix PowerPoint Template and Guide
Will-Skill Matrix PowerPoint Template and GuideWill-Skill Matrix PowerPoint Template and Guide
Will-Skill Matrix PowerPoint Template and Guide
Aurelien Domont, MBA
Creativity, AI, and Human-Centered Innovation
Creativity, AI, and Human-Centered InnovationCreativity, AI, and Human-Centered Innovation
Creativity, AI, and Human-Centered Innovation
Raj Lal
2025-02 Design thinking presentation.pdf
2025-02 Design thinking presentation.pdf2025-02 Design thinking presentation.pdf
2025-02 Design thinking presentation.pdf
Cambridge Product Management Network
OVERVEIW OF STRATEGIC MANAGEMENT AND AUDIT.pptx
OVERVEIW OF STRATEGIC MANAGEMENT AND AUDIT.pptxOVERVEIW OF STRATEGIC MANAGEMENT AND AUDIT.pptx
OVERVEIW OF STRATEGIC MANAGEMENT AND AUDIT.pptx
MelchSalto
BUSINESS CORRESPONDENCE Unit IV - NOTES.pptx
BUSINESS CORRESPONDENCE Unit IV - NOTES.pptxBUSINESS CORRESPONDENCE Unit IV - NOTES.pptx
BUSINESS CORRESPONDENCE Unit IV - NOTES.pptx
manikandansMani2
Your brand might be pushing clients away without you knowing.
Your brand might be pushing clients away without you knowing.Your brand might be pushing clients away without you knowing.
Your brand might be pushing clients away without you knowing.
Group Buy Seo Tools
Ross Chayka: AI in Business: Quo Vadis? (UA)
Ross Chayka:  AI in Business: Quo Vadis? (UA)Ross Chayka:  AI in Business: Quo Vadis? (UA)
Ross Chayka: AI in Business: Quo Vadis? (UA)
Lviv Startup Club
Why AI is Needed Procurement and Supply Chains
Why AI is Needed Procurement and Supply ChainsWhy AI is Needed Procurement and Supply Chains
Why AI is Needed Procurement and Supply Chains
University of Hertfordshire
BusinessGPT - Privacy first AI Platform.pptx
BusinessGPT  - Privacy first AI Platform.pptxBusinessGPT  - Privacy first AI Platform.pptx
BusinessGPT - Privacy first AI Platform.pptx
AGATSoftware
Top Social Media Marketing Trends in 2025
Top Social Media Marketing Trends in 2025Top Social Media Marketing Trends in 2025
Top Social Media Marketing Trends in 2025
bulbulkanwar7070
Rostyslav Chayka: 丕仗舒于仍仆仆 从仂仄舒仆亟仂 亰舒 亟仂仗仂仄仂亞仂 AI (UA)
Rostyslav Chayka: 丕仗舒于仍仆仆 从仂仄舒仆亟仂 亰舒 亟仂仗仂仄仂亞仂 AI (UA)Rostyslav Chayka: 丕仗舒于仍仆仆 从仂仄舒仆亟仂 亰舒 亟仂仗仂仄仂亞仂 AI (UA)
Rostyslav Chayka: 丕仗舒于仍仆仆 从仂仄舒仆亟仂 亰舒 亟仂仗仂仄仂亞仂 AI (UA)
Lviv Startup Club
Siddhartha Bank Navigating_Nepals_Financial_Challenges.pptx
Siddhartha Bank Navigating_Nepals_Financial_Challenges.pptxSiddhartha Bank Navigating_Nepals_Financial_Challenges.pptx
Siddhartha Bank Navigating_Nepals_Financial_Challenges.pptx
Siddhartha Bank
Bank Statement & Document Editing Service
Bank Statement & Document Editing ServiceBank Statement & Document Editing Service
Bank Statement & Document Editing Service
Edit Bank Statement
Project Status Report - Powerpoint Template
Project Status Report - Powerpoint TemplateProject Status Report - Powerpoint Template
Project Status Report - Powerpoint Template
Aurelien Domont, MBA
CCleaner Pro 6.33 Crack + Key Free Download 2025
CCleaner Pro 6.33 Crack + Key Free Download 2025CCleaner Pro 6.33 Crack + Key Free Download 2025
CCleaner Pro 6.33 Crack + Key Free Download 2025
kortez3
Carousel - Five Key FinTech Trends in 2025
Carousel - Five Key FinTech Trends in 2025Carousel - Five Key FinTech Trends in 2025
Carousel - Five Key FinTech Trends in 2025
Anadea
Maksym Bilychenko: Empowering IT Products with AI: Opportunities and Pitfalls...
Maksym Bilychenko: Empowering IT Products with AI: Opportunities and Pitfalls...Maksym Bilychenko: Empowering IT Products with AI: Opportunities and Pitfalls...
Maksym Bilychenko: Empowering IT Products with AI: Opportunities and Pitfalls...
Lviv Startup Club
20250305_A. Stotz All Weather Strategy - Weights update & Performance review ...
20250305_A. Stotz All Weather Strategy - Weights update & Performance review ...20250305_A. Stotz All Weather Strategy - Weights update & Performance review ...
20250305_A. Stotz All Weather Strategy - Weights update & Performance review ...
FINNOMENAMarketing
Google named Best and Most Influential Healthcare Leaders in Vietnam - Tran Q...
Google named Best and Most Influential Healthcare Leaders in Vietnam - Tran Q...Google named Best and Most Influential Healthcare Leaders in Vietnam - Tran Q...
Google named Best and Most Influential Healthcare Leaders in Vietnam - Tran Q...
Ignite Capital
Western Alaska Minerals Corporate Presentation Mar 2025.pdf
Western Alaska Minerals Corporate Presentation Mar 2025.pdfWestern Alaska Minerals Corporate Presentation Mar 2025.pdf
Western Alaska Minerals Corporate Presentation Mar 2025.pdf
Western Alaska Minerals Corp.
Will-Skill Matrix PowerPoint Template and Guide
Will-Skill Matrix PowerPoint Template and GuideWill-Skill Matrix PowerPoint Template and Guide
Will-Skill Matrix PowerPoint Template and Guide
Aurelien Domont, MBA
Creativity, AI, and Human-Centered Innovation
Creativity, AI, and Human-Centered InnovationCreativity, AI, and Human-Centered Innovation
Creativity, AI, and Human-Centered Innovation
Raj Lal
OVERVEIW OF STRATEGIC MANAGEMENT AND AUDIT.pptx
OVERVEIW OF STRATEGIC MANAGEMENT AND AUDIT.pptxOVERVEIW OF STRATEGIC MANAGEMENT AND AUDIT.pptx
OVERVEIW OF STRATEGIC MANAGEMENT AND AUDIT.pptx
MelchSalto
BUSINESS CORRESPONDENCE Unit IV - NOTES.pptx
BUSINESS CORRESPONDENCE Unit IV - NOTES.pptxBUSINESS CORRESPONDENCE Unit IV - NOTES.pptx
BUSINESS CORRESPONDENCE Unit IV - NOTES.pptx
manikandansMani2
Your brand might be pushing clients away without you knowing.
Your brand might be pushing clients away without you knowing.Your brand might be pushing clients away without you knowing.
Your brand might be pushing clients away without you knowing.
Group Buy Seo Tools
Ross Chayka: AI in Business: Quo Vadis? (UA)
Ross Chayka:  AI in Business: Quo Vadis? (UA)Ross Chayka:  AI in Business: Quo Vadis? (UA)
Ross Chayka: AI in Business: Quo Vadis? (UA)
Lviv Startup Club
Why AI is Needed Procurement and Supply Chains
Why AI is Needed Procurement and Supply ChainsWhy AI is Needed Procurement and Supply Chains
Why AI is Needed Procurement and Supply Chains
University of Hertfordshire
BusinessGPT - Privacy first AI Platform.pptx
BusinessGPT  - Privacy first AI Platform.pptxBusinessGPT  - Privacy first AI Platform.pptx
BusinessGPT - Privacy first AI Platform.pptx
AGATSoftware
Top Social Media Marketing Trends in 2025
Top Social Media Marketing Trends in 2025Top Social Media Marketing Trends in 2025
Top Social Media Marketing Trends in 2025
bulbulkanwar7070
Rostyslav Chayka: 丕仗舒于仍仆仆 从仂仄舒仆亟仂 亰舒 亟仂仗仂仄仂亞仂 AI (UA)
Rostyslav Chayka: 丕仗舒于仍仆仆 从仂仄舒仆亟仂 亰舒 亟仂仗仂仄仂亞仂 AI (UA)Rostyslav Chayka: 丕仗舒于仍仆仆 从仂仄舒仆亟仂 亰舒 亟仂仗仂仄仂亞仂 AI (UA)
Rostyslav Chayka: 丕仗舒于仍仆仆 从仂仄舒仆亟仂 亰舒 亟仂仗仂仄仂亞仂 AI (UA)
Lviv Startup Club
Siddhartha Bank Navigating_Nepals_Financial_Challenges.pptx
Siddhartha Bank Navigating_Nepals_Financial_Challenges.pptxSiddhartha Bank Navigating_Nepals_Financial_Challenges.pptx
Siddhartha Bank Navigating_Nepals_Financial_Challenges.pptx
Siddhartha Bank
Bank Statement & Document Editing Service
Bank Statement & Document Editing ServiceBank Statement & Document Editing Service
Bank Statement & Document Editing Service
Edit Bank Statement
Project Status Report - Powerpoint Template
Project Status Report - Powerpoint TemplateProject Status Report - Powerpoint Template
Project Status Report - Powerpoint Template
Aurelien Domont, MBA
CCleaner Pro 6.33 Crack + Key Free Download 2025
CCleaner Pro 6.33 Crack + Key Free Download 2025CCleaner Pro 6.33 Crack + Key Free Download 2025
CCleaner Pro 6.33 Crack + Key Free Download 2025
kortez3
Carousel - Five Key FinTech Trends in 2025
Carousel - Five Key FinTech Trends in 2025Carousel - Five Key FinTech Trends in 2025
Carousel - Five Key FinTech Trends in 2025
Anadea
Maksym Bilychenko: Empowering IT Products with AI: Opportunities and Pitfalls...
Maksym Bilychenko: Empowering IT Products with AI: Opportunities and Pitfalls...Maksym Bilychenko: Empowering IT Products with AI: Opportunities and Pitfalls...
Maksym Bilychenko: Empowering IT Products with AI: Opportunities and Pitfalls...
Lviv Startup Club
20250305_A. Stotz All Weather Strategy - Weights update & Performance review ...
20250305_A. Stotz All Weather Strategy - Weights update & Performance review ...20250305_A. Stotz All Weather Strategy - Weights update & Performance review ...
20250305_A. Stotz All Weather Strategy - Weights update & Performance review ...
FINNOMENAMarketing
Google named Best and Most Influential Healthcare Leaders in Vietnam - Tran Q...
Google named Best and Most Influential Healthcare Leaders in Vietnam - Tran Q...Google named Best and Most Influential Healthcare Leaders in Vietnam - Tran Q...
Google named Best and Most Influential Healthcare Leaders in Vietnam - Tran Q...
Ignite Capital

Maximising Business Potential Through Culture

  • 1. Maximising Business Potential Through Culture Leveraging the Competitive Advantage Margaret Manson | Chief Inspirator | InnoFuture
  • 2. New Silicon Valley - Gangnam Style
  • 3. Passion For Making a Difference
  • 4. Business has Two Functions: Marketing and Innovation
  • 5. The Challenge. Think differently about Marketing and Innovation.
  • 6. Complexity is the Silent Killer of Business.
  • 7. 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?
  • 8. Designed to Achieve Bigger Goals: Continental Airlines: On-Time Arrivals
  • 9. Designed to Achieve Bigger Goals: Alcoa: No worker accidents
  • 10. Who Moved My Cheese? Minding the Competitive Advantage Nokia
  • 11. Who Moved My Cheese? Minding the Competitive Advantage Sony
  • 12. Who Moved My Cheese? Minding the Competitive Advantage Blackberry
  • 13. Who Moved My Cheese? Minding the Competitive Advantage HP
  • 14. What You Cant See, Can Kill You!
  • 17. Culture Pays The holy union of Product and Customer Experience Design Insane.
  • 18. Culture Pays "If we get the culture right, then everything else, including the customer service, will fall into place" Tony Hsieh, CEO, Zappos
  • 21. Culture: a Business Process Competitive Advantage If you put good people in bad systems, you will get bad results. Stephen Covey
  • 22. Culture: a Business Process Six Steps 1. Insight 2. Roadmap 3. Leader 4. Navigators 5. Rituals 6. Toolbox Leader-top-down-driven Process Self-correcting Culture-bottom-up-driven Process
  • 23. Culture - a Business Process: Two Strategic Moves 1. Provide Direction 2. Lead by Example
  • 24. 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.
  • 25. 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 d辿cor and friendly atmosphere.
  • 26. 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 d辿cor and friendly atmosphere.
  • 27. Leading by Example Evangelising the Customer And Employee Experience
  • 28. Takeaway Dig up your companys Mission statement and examine it. Does it provide clear answers to these 3 questions? 1. Who is our customer 2. What is our contribution: what is the core service we provide 3. What is your differentiation: What is the ONE thing you need to focus on to ensure you are on the right track and IMPROVING?
  • 29. One more thing This process conditions people for change. Change before you have to!