Paul iske presentatie kennisnetwerk hrm

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Presentatie Paul Iske op Event Kennisnetwerk HRM 2012

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Paul iske presentatie kennisnetwerk hrm

  1. 1. HRM and Paradigm ShiftsFrom Customer-Relationship Management to Customer-Managed Relationships!Prof. dr. Paul Louis IskeUniversity MaastrichtChief Dialogues Officer, ABN AMRO
  2. 2. The world is getting more and more complex This asks for AgilityHRM Meets Customer De Horst, November 2nd, 2012 2
  3. 3. Our beliefs … “We have no problem , with Agility!”HRM Meets Customer De Horst, November 2 nd 2012 3
  4. 4. Agile or Trapped in Patterns?HRM Meets Customer De Horst, November 2nd, 2012 4
  5. 5. InnovationInnovation is the process in which valueis created by the application of knowledgein areas where this didn’t happen before.HRM Meets Customer De Horst, November 2nd, 2012 5
  6. 6. key value customer activities proposition relationships key customerpartners segments cost revenuestructure key streams resources HRM Meets Customer De Horst, November 2nd, 2012 channels 6 6 images by JAM
  7. 7. • 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Resources)• Best Practices = Worst Practices  Land Lines• Money & Sustainability = Good pair  Green Energy• IP = Outdated  Open Source• Diversity = Asset  Ideo• Certainties = Fake  Portfolio Management• Risk = Attractive  Insurances• Poor = Rich  Bottom of Pyramid (Customer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 HRM Meets Customer De Horst, November 2nd, 2012 7
  8. 8. HRM Meets Customer De Horst, November 2nd, 2012 8
  9. 9. Who owns Who?CRM: Customer Relationship Management ORCMR: Customer Managed Relationship ?HRM Meets Customer De Horst, November 2nd, 2012 9
  10. 10. A well-known formula NT + OO = EOO New Technology Old Organisation ------------------------------- + Expensive Old OrganizationHRM Meets Customer De Horst, November 2nd, 2012 10
  11. 11. Are we in Dialogue with the customer?HRM Meets Customer De Horst, November 2nd, 2012 11
  12. 12. Loyalty vs. satisfaction Ambassadors TerroristsHRM Meets Customer De Horst, November 2nd, 2012 12
  13. 13. Ambassadors identify themselvesHRM Meets Customer De Horst, November 2nd, 2012 13
  14. 14. 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’HRM Meets Customer De Horst, November 2nd, 2012 14
  15. 15. Loyalty: Sense of belonging If they use it, we build it will will use it ! ! they build itselfHRM Meets Customer De Horst, November 2nd, 2012 15
  16. 16. HRM Meets Customer Creativity Sustaimability Customer Focus Outward Lookng Size Clear MissionDe Horst, November 2nd, 2012 Networking Diversity16
  17. 17. Creativity, Networking are SpontaneousHRM Meets Customer De Horst, November 2nd, 2012 17
  18. 18. An Environment consists of 4 spacesSocial spaceVirtual space HRM Meets Customer De Horst, November 2nd, 2012 18Process space Physical space
  19. 19. Environments for Agility (C. Leadbeater) 1. Diversity 2. Selection 3. Perpetuation 4. Co-evolution 5. Unlearning 6. Disruption 7. Simplicity 8. Spare capacity 9. TimingHRM Meets Customer De Horst, November 2nd, 2012 19
  20. 20. CreativityBeing multiparadigmatic:flexibly moving between,combining and integratingdiverse ideas, perspectives,intelligences and paradigms PO =Provocative OperationHRM Meets Customer De Horst, November 2nd, 2012 20
  21. 21. Increasing the Creativity ScoreHRM Meets Customer De Horst, November 2nd, 2012 21
  22. 22. PerspectivesHRM Meets Customer De Horst, November 2nd, 2012 22
  23. 23. Combinatoric InnovationCombinatoric Innovation is the processof discovering new ways of valuecreation by combining and applyingpreviously disconnected intellectualcapital from two or more sources.Community of SerendipityHRM Meets Customer De Horst, November 2nd, 2012 23
  24. 24. “If we knew what we are doing, we wouldn’t call it innovation” Serendipity as key processHRM Meets Customer De Horst, November 2nd, 2012 24
  25. 25. HRM Meets Customer De Horst, November 2nd, 2012 25
  26. 26. HRM Meets Customer De Horst, November 2nd, 2012 26
  27. 27. HRM Meets Customer De Horst, November 2nd, 2012 27
  28. 28. HRM Meets Customer De Horst, November 2nd, 2012 28
  29. 29. DIALOGUES HOUSEHome for Innovation, Entrepreneurship,Sustainability and CollaborationHRM Meets Customer De Horst, November 2nd, 2012 29
  30. 30. HRM Meets Customer De Horst, November 2nd, 2012 30
  31. 31. HRM Meets Customer De Horst, November 2nd, 2012 31
  32. 32. 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! HRM Meets Customer De Horst, November 2nd, 2012 32

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