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welcome!

welcome!. Culture As Competitive Advantage!. Andy Hanselman. who are you?. What’s. all about.

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welcome!

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  1. welcome!

  2. Culture As Competitive Advantage!

  3. Andy Hanselman

  4. who are you?

  5. What’s all about

  6. The Forum exists to provide a dynamic entrepreneurial environment that helps entrepreneurs and business leaders to be inspired, to create connections and to share knowledge that leads to business growth and success

  7. Sharing and developing..... • knowledge • information • ideas • experiences

  8. About Today..... • What exactly is ‘culture’? • How do winning organisations create the culture they want? • What are the key factors for success in ‘making it happen’ in your organisation?

  9. About Today..... • 9.00 Getting To Know You • 9.30 Mark Squires, Benfield Motor Group • 10.00 Group Work Ideas Exchange • 10.25 Lucy Malarkey, Gentoo • 10.55 What Does It Mean For Us? • 11.10 A Quick Time Out! • 11.20 A Question Of Culture! • Therese Liddle, NRG • Claire Stones, PwC • Silvie Adams, Spire Healthcare • 11.45 Come Up With Some Answers! • 12.15 How Do You Measure Up And What Will You Do? • 12.30 It’s All Over! (Please stay and ‘network’!)

  10. What have you done since last time?

  11. What exactly is ‘culture’ What shapes ‘culture’ How would you describe the ‘culture’ of your organisation?

  12. what exactly is culture?

  13. a classic definition of ‘culture’ “a pattern of shared basic assumptions that the group learned as it solved its problems of external adaptation and internal integration, that has worked well enough to be considered valid and therefore, to be taught to new members as the correct way to perceive, think, and feel in relation to those problems” edgar schein, organisational culture and leadership, 1993

  14. my definition of culture “the way we do things around here”

  15. what shapes the culture of an organisation?

  16. culture can be shaped by.... • the working environment • geography • organisational ‘history’ • the ‘marketplace’ • the people • systems and processes • policies and procedures • symbols • customs and rituals • leadership

  17. culture can be shaped.... • Consciously / Unconsciously • Deliberately / Accidentally • Positively / Negatively

  18. UBER Culture!

  19. The Ingredients of an UBER Culture! • Everyone Understands what’s expected of them and behaves accordingly and consistently • Systems and processes are Built to reinforce and support the culture • People are Engaged, Empowered and Encouraged to deliver them • People are Rewarded and Recognised for doing it!

  20. U B E R

  21. Understanding B E R

  22. it’s all about ‘behaviours’!

  23. value your ‘values’

  24. Who’s values are these.... Integrity Communication Respect Excellence

  25. It’s not what you say It’s what you ‘do’!

  26. “the solution isn't sending more information. it's creating meaning” tom peters

  27. how can we create ‘meaning’?

  28. Approach customers with a personalized warm welcome Probe politely to understand all the customer’s needs Present a solution for the customer to take home today Listen for and resolve any issues or concerns End with a fond farewell and an invitation to return

  29. Rub up your customers the wrong way Yes, go on, all the way Apathy is encouraged Never bother to try and make them smile Approach them with indifference Infer it’s them who are the problem Remember, we’re right behind you to help you do this

  30. “i never had control, and I never wanted it. if you create an environment where the people truly participate, you don’t need control” herb kelleher, founder, southwest airlines “there may be 50 ways to leave your lover, but there are only 4 ways out of this airplane." “your bags will be available on carrousel x. if you do not find them, they will be available in 2-3 weeks on eBay.” “in order to enhance the appearance of your flight crew, we will be dimming the cabin lights.”

  31. Understanding B E R

  32. Understanding Build systems E R

  33. computer says ‘no’!

  34. ‘customer complaints’ procedure ‘customer praise’ procedure?

  35. “ we interview people for culture fit. we want people who are passionate about what zappos is about–service. i don’t care if they’re passionate about shoes.” tony hsieh, ceo, zappos

  36. “the more you engage with customers the clearer things become and the easier it is to determine what you should be doing” john russell, president, harley-davidson europe

  37. Understanding Build systems E R

  38. Understanding Build systems Engage, Empower, Encourage R

  39. “we entrust every single ritz-carlton staff member, without approval from their general manager, to spend up to $2,000 on a guest. and that's not per year. it's per incident” simon f cooper, president ritz carlton

  40. Understanding Build systems Engage, Empower, Encourage R

  41. Understanding Build systems Engage, Empower, Encourage Reward and recognise

  42. find and reward people that ‘fit’

  43. champion your champions

  44. challenge your challengers

  45. why not get your customers to do it?

  46. Understanding Build systems Engage, Empower, Encourage Reward and recognise

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