Happy at work 2 rene domingo delivering happiness to your internal customers_april 27, 2012

585 views
490 views

Published on

Published in: Education, Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
585
On SlideShare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
16
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Happy at work 2 rene domingo delivering happiness to your internal customers_april 27, 2012

  1. 1. Delivering
Happiness
to
Your
Internal
 Customers
–
Training
Employees
to
 Perform
Beyond
Expecta?on
 Prof.
Rene
T.
Domingo
 Asian
Ins3tute
of
Management
 rtd@aim.edu
 www.rtdonline.com

  2. 2. How
to
manage
employees
so
that
they
would
always
enjoy and not just  perform their
jobs?
 “GOING THE EXTRA MILE”
  3. 3. Paradigm
ShiF
 Working
to
Serving
 Working
to
earn
a
living

 to

Serving
others
(internal/external
customers)

  4. 4. “WORKING”
 “SERVING”
 EXTERNAL CUSTOMERS  1           INTERNAL CUSTOMER  2       INTERNAL CUSTOMER 3   INTERNAL CUSTOMER  SUPPLIERS 
  5. 5. Paradigm
ShiF
Happiness
at
work
is
not
doing
less
or
earning
more
 Happiness
at
work
is
finding
meaning
and
purpose

 in
everything
you
do

 every
working
day

  6. 6. Happiness
at
work
is
liking
 what
you
are
doing
all
the
 ?me

  7. 7. Three
things
that
can
cause
eternal
pain
if
 not
chosen
carefully

 1.  your
shoes
 2.  your
pillow
/
bed
 3.  your
job
/
boss

  8. 8. Happiness
at
work
is
finding
 something
you
enjoy
doing
and
finding
somebody
who
will
pay
you
 for
doing
it.

  9. 9. The
“9:00
to
5:00”
employee

  10. 10. “80% of quality problems are caused bymanagement, and 20% by workers. ” W.
Edwards
Deming
 1900‐1993

  11. 11. THREE CARPENTERS BORED CARPENTER "Im hammering a nail."INDIFFERENT CARPENTER"Im making a door."HAPPY CARPENTER"Im building a church."
  12. 12. THREE NURSES BORED NURSE "Im following the doctor’s orders." INDIFFERENT NURSE"Im treating a patient in room 453." HAPPY NURSE "Im saving a precious life."
  13. 13. THREE SEMICON ASSEMBLERS BORED WORKER "Im soldering." INDIFFERENT WORKER "Im making a chip." HAPPY WORKER"I make planes fly safely."
  14. 14. “A
senior
member
of
the
“Dedicated
Maintenance
Crew”
flies
aboard
the
plane,
whatever
the
des?na?on,
aFer
each
major
 overhaul
or
repair.”

  15. 15. “Good service isnot an accident.”
  16. 16. AIMING FOR PERFECTION“It is better to aim for perfection andmiss the target, than to aim forimperfection and achieve it.” -Thomas J. Watson, Jr.
  17. 17. Who
is
beaer?
 TARGET ACTUAL VARIANCE Next
 period
 100A 95
 5
 97
 75B 75
 0
 75
 Total Quality Management by Prof. Rene T. Domingo, AIM
  18. 18. Knowledge
driven
training
 Skills
driven
training

  19. 19. Socrates
How
to
give
answers
 How
to
ask
ques?ons

  20. 20. Problem
solvers
 Opportunity
seekers
“hammer
looking
for
a
nail”

  21. 21. training
for
excellence
=

lead,
engage,
inspire,
serve,
enjoy,
forget


  22. 22. “the
concept
of
giving
back”

  23. 23. Quadruple
Boaom
Line
 •  economic
 •  social
 •  environmental

 •  spiritual

  24. 24. Delivering
Happiness
to
Your
Internal
 Customers
–
Training
Employees
to
 Perform
Beyond
Expecta?on
 Prof.
Rene
T.
Domingo
 Asian
Ins3tute
of
Management
 rtd@aim.edu
 www.rtdonline.com

  25. 25. If
you
need
speakers
for
your
corporate
events,
or
if
you
would
like

an
in‐house
seminar,
call
us
at
(02)
813‐2703/32,

text
0922‐8980046
or
email
inquiry@saltandlight.ph.


×