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Paul iske presentatie kennisnetwerk hrm

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Presentatie Paul Iske op Event Kennisnetwerk HRM 2012

Presentatie Paul Iske op Event Kennisnetwerk HRM 2012

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  • 1. HRM and Paradigm ShiftsFrom Customer-Relationship Management to Customer-Managed Relationships!Prof. dr. Paul Louis IskeUniversity MaastrichtChief Dialogues Officer, ABN AMRO
  • 2. The world is getting more and more complex This asks for AgilityHRM Meets Customer De Horst, November 2nd, 2012 2
  • 3. Our beliefs … “We have no problem , with Agility!”HRM Meets Customer De Horst, November 2 nd 2012 3
  • 4. Agile or Trapped in Patterns?HRM Meets Customer De Horst, November 2nd, 2012 4
  • 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. 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. • 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Resources)• Best Practices = Worst Practices  Land Lines• Money & Sustainability = Good pair  Green Energy• IP = Outdated  Open Source• Diversity = Asset  Ideo• Certainties = Fake  Portfolio Management• Risk = Attractive  Insurances• Poor = Rich  Bottom of Pyramid (Customer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. HRM Meets Customer De Horst, November 2nd, 2012 8
  • 9. Who owns Who?CRM: Customer Relationship Management ORCMR: Customer Managed Relationship ?HRM Meets Customer De Horst, November 2nd, 2012 9
  • 10. A well-known formula NT + OO = EOO New Technology Old Organisation ------------------------------- + Expensive Old OrganizationHRM Meets Customer De Horst, November 2nd, 2012 10
  • 11. Are we in Dialogue with the customer?HRM Meets Customer De Horst, November 2nd, 2012 11
  • 12. Loyalty vs. satisfaction Ambassadors TerroristsHRM Meets Customer De Horst, November 2nd, 2012 12
  • 13. Ambassadors identify themselvesHRM Meets Customer De Horst, November 2nd, 2012 13
  • 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. 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. HRM Meets Customer Creativity Sustaimability Customer Focus Outward Lookng Size Clear MissionDe Horst, November 2nd, 2012 Networking Diversity16
  • 17. Creativity, Networking are SpontaneousHRM Meets Customer De Horst, November 2nd, 2012 17
  • 18. An Environment consists of 4 spacesSocial spaceVirtual space HRM Meets Customer De Horst, November 2nd, 2012 18Process space Physical space
  • 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. 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. Increasing the Creativity ScoreHRM Meets Customer De Horst, November 2nd, 2012 21
  • 22. PerspectivesHRM Meets Customer De Horst, November 2nd, 2012 22
  • 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. “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. HRM Meets Customer De Horst, November 2nd, 2012 25
  • 26. HRM Meets Customer De Horst, November 2nd, 2012 26
  • 27. HRM Meets Customer De Horst, November 2nd, 2012 27
  • 28. HRM Meets Customer De Horst, November 2nd, 2012 28
  • 29. DIALOGUES HOUSEHome for Innovation, Entrepreneurship,Sustainability and CollaborationHRM Meets Customer De Horst, November 2nd, 2012 29
  • 30. HRM Meets Customer De Horst, November 2nd, 2012 30
  • 31. HRM Meets Customer De Horst, November 2nd, 2012 31
  • 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