IMTRA Business Excellence12.10.13

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IMTRA Business Excellence12.10.13

  1. 1. Business Excellence in the NEW Normal
  2. 2. Kuala Lumpur Oct 6th 2011
  3. 3. For thosethose who are prepared… For who are prepared… …chaos brings opportunity
  4. 4. • The willingness… even enthusiasm… to change EVERYTHING combined with the wisdom to understand what must NEVER be changed.
  5. 5. The Key To Success in the New Normal… •Nimbleocity •Nim-bo-licous
  6. 6. Anyone who tells you they enjoy change… should seek immediate professional help.
  7. 7. Emotional Response to Perceived Negative Change Active Anger Emotional Response Bargaining Acceptance Stability Denial Immobilization Testing Depression Passive Time
  8. 8. PESSIMISM Managing Positive Responses to Change Informed Pessimism Hopeful Realism Checking Out Uninformed Optimism Informed Optimism Completion TIME
  9. 9. (T + C + ECF) x DE = Success
  10. 10. 1,300,000 interviews: Basic 4 + 1 Page 8
  11. 11. Brand New from HBR • Individual differences are nurtured. • Information is not suppressed or spun. • The company adds value to employees rather than merely extracting it from them. • The organization stands for something meaningful. • The work itself is intrinsically rewarding. • There are no stupid rules.
  12. 12. Extreme Customer Focus
  13. 13. Web of Value: VOC + MOT + WOM 11
  14. 14. Extreme Customer Focus VOC
  15. 15. Moments Of Truth Page 8
  16. 16. 78.9% 23.4%
  17. 17. 43% - 74% of purchasing decisions = WOM/T
  18. 18. You MUST have a WOM Referral System Identify Ideal Customer Know Like Trust Try Buy Repeat Refer Ideal Customer
  19. 19. FDA
  20. 20. Summary • Change is inevitable. • Embrace change and competition with a sense of urgency. • You work in a great company, with world class products and superior education. • You MUST work together to win in the marketplace. • Own the VOC • Flawlessly deliver on the MOT. • Focus + Discipline x Action
  21. 21. THANK YOU If you have any questions at all please do not hesitate to send a note or call. My email address is: john@johnspence.com PLEASE connect with me on LinkedIn Also, you might find value in the ideas I share in my blog. You can sign up for it at: www.blog.johnspence.com Lastly, these slides have already been uploaded to: www.slideshare.net/johnspence

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