Embed Size (px)
Citation preview
Maximising Business Potential Through Culture
Margaret Manson Chief Inspirator | InnoFuture
New ‘Silicon Valley’ - Gangnam Style
Passion For Making a Difference
InnoFuture – every day innovation
We help organisations build iconic business brands that engage Employees and Customers.
Business has Two Functions: Marketing and Innovation
The Challenge.
Think differently.
Complexity is the Silent Killer of Business.
Simplicity is the key.Non-Negotiable Principles.
Will this Action support ourNon-Negotiable Principle?
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
Who Moved My Cheese?
Lesson:What You Can’t See, Can Kill You!
Culture Pays
The difference between successful, profitable companies and the rest, lies in what behaviours are
purposeful shaped to encourage specific outcomes.
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
Culture: a Business Process
“If you put good people in bad systems, you will get bad results.” Stephen Covey
Businesses run on Processes and People.
5.Platform
Culture: a Business ProcessSix Steps
1. Insight 2. Roadmap 3. Leader 6. Toolbox4. Navigators
Leader-top-down Process
Culture-bottom-up Process
1. Provide Direction2. Lead by Example
Culture - a Business ProcessTwo Strategic Moves
Providing DirectionVision“We are what and where we are because we have first imagined it.” Donald Curtis
Bold | Attainable | Inspiring
Mission A Roadmap of a Journey – Focus for Action.
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 décor and friendly atmosphere.“
McDonalds: MissionA Clear Roadmap?
1. Key Market - the fast food customer world-wide2. Contribution - tasty and reasonably-priced food
prepared in a high-quality manner3. Differentiation - delivered consistently, in a low-
key décor and friendly atmosphere (world-wide)
Leading by Example
Evangelising the Customer and Employee
Experience
Takeaway.
Re-discoverThe Mission Statement.
Takeaway
1. Who is our customer?2. What is our contribution: what is the core
service we provide?3. What is our differentiation: what is the ONE
thing we must focus on to ensure we are on the right track and IMPROVING?
One more thing…
A self-improving Culture
conditions people for change.
Change before you have to!
Find This Presentation
www.innofuture.com.au/culture
