7 Lessons for a Great Philhealth

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Presentation given to inspire Philhealth managers and leaders to push great change.

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7 Lessons for a Great Philhealth

  1. 1. 7 Lessons to Build a Great Philhealth Ruben D. Canlas Jr. POLE, Feb 29, 2012 slideshare.net/rubencanlasSunday, March 4, 12 1
  2. 2. The Red Queen EffectSunday, March 4, 12 2
  3. 3. The Red Queen Effect* *Coined by Lee Van ValenSunday, March 4, 12 3
  4. 4. The Red Queen Effect* Alice: In our country, youd generally get to somewhere else if you run very fast for a long time, as weve been doing. *Coined by Lee Van ValenSunday, March 4, 12 3
  5. 5. The Red Queen Effect* Alice: In our country, youd generally get to somewhere else if you run very fast for a long time, as weve been doing. Red Queen: Now, here, you see, it takes all the running you can do, to keep in the same place. If you want to get somewhere else, you must run at least twice as fast as that! *Coined by Lee Van ValenSunday, March 4, 12 3
  6. 6. The Red Queen Effect* We have to run, just to stay where we are. To catch up, we need to run twice as fast! Alice: In our country, youd generally get to somewhere else if you run very fast for a long time, as weve been doing. Red Queen: Now, here, you see, it takes all the running you can do, to keep in the same place. If you want to get somewhere else, you must run at least twice as fast as that! *Coined by Lee Van ValenSunday, March 4, 12 3
  7. 7. 7 Lessons 1. Make our customers happy. 2. Improve processes to make our customers happy. 3. Build healthy relationships with our customers and our team. 4. Make little improvements every week.Sunday, March 4, 12 4
  8. 8. 7 Lessons, cont’d 5. Create an enabling environment. 6. Inspire courage but tolerate failure. 7. Be the change, lead the change.Sunday, March 4, 12 5
  9. 9. 1. Make our customers happy. • The wow factor.Sunday, March 4, 12 6
  10. 10. 1. Make our customers happy. • What if...?Sunday, March 4, 12 7
  11. 11. 2. Improve processes to make customers happy. • Put customers at the center. • Listen and alleviate their pain. • Optimize processes to delight customers: Wow! factor.Sunday, March 4, 12 8
  12. 12. Pay attention to Moments of TruthSunday, March 4, 12 9
  13. 13. Pay attention to Moments of Truth We were told to follow up after 2 months. Two months had passed, to our dismay we were told for the second time that both applications were denied...Sunday, March 4, 12 10
  14. 14. Pay attention to Moments of Truth We were told to follow up after 2 months. Two months had passed, to our dismay we were told for the second time that both applications were denied... We’re not talking of millions of pesos here. I might just be getting a couple of thousands after enduring months of painfully communicating with this (respectable?) institution.Sunday, March 4, 12 10
  15. 15. Pay attention to Moments of Truth We were told to follow up after 2 months. Two months had passed, to our dismay we were told for the second time that both applications were denied... We’re not talking of millions of pesos here. I might just be getting a couple of thousands after enduring months of painfully communicating with this (respectable?) institution. Is it not proper to rename PhilHealth to Feel Hell?Sunday, March 4, 12 10
  16. 16. Put customers at the center. What if we could reverse the story? How do we turn it into a Wow story?Sunday, March 4, 12 11
  17. 17. 3. Build healthy relationships with customers and our team. • Respect and trust others and you will get respect and trust in return.Sunday, March 4, 12 12
  18. 18. 4. Make little improvements every week.Sunday, March 4, 12 13
  19. 19. 4. Make little improvements every week. • Achieve excellenceSunday, March 4, 12 13
  20. 20. 4. Make little improvements every week. • Achieve excellence • One small stepSunday, March 4, 12 13
  21. 21. 4. Make little improvements every week. • Achieve excellence • One small step • At a timeSunday, March 4, 12 13
  22. 22. 4. Make little improvements every week. • Achieve excellence • One small step • At a time • (period).Sunday, March 4, 12 13
  23. 23. 5. Create an enabling work environment.Sunday, March 4, 12 14
  24. 24. 5. Create an enabling work environment. Structure People Technology Measurements & Processes RewardsSunday, March 4, 12 14
  25. 25. 5. Create an enabling work environment. Structure People VE . Technology O R EM LES STAC OB Measurements & Processes RewardsSunday, March 4, 12 14
  26. 26. 5. Create an enabling work environment. Structure People Technology Measurements & Processes RewardsSunday, March 4, 12 14
  27. 27. 6. Inspire courage but tolerate failure. • Take calculated risks. • “Fail forward.” • The faster we fail, the faster we learn, the more we move forward.Sunday, March 4, 12 15
  28. 28. 7. Be the change; lead the change. Leading Managing Blaze the path Follow tested roads Embrace change Business as usual Thrives on uncertainty Prefers predictabilitySunday, March 4, 12 16
  29. 29. 7. Be the change; lead the change. Leading Managing Enforcer: stick to policies Enabler: remove obstacles and controls Tolerate failure Failure not an option Inspire people through Rely on your position of credibility and trust authority to get things doneSunday, March 4, 12 17
  30. 30. 7 Lessons 1. Make our customers happy. 2. Improve processes to make our customers happy. 3. Build healthy relationships with our customers and our team. 4. Make little improvements every week.Sunday, March 4, 12 18
  31. 31. 7 Lessons, cont’d 5. Create an enabling environment. 6. Inspire courage but tolerate failure. 7. Be the change, lead the change.Sunday, March 4, 12 19
  32. 32. THANK YOU! slideshare.net/rubencanlasSunday, March 4, 12 20

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