1. Communities of Leaders Culture of Trust, Knowledge Sharing, Values, and Dynamic Teaming

4. Skills Map Phase I SURVIVING Phase II BELONGING Phase III SELF-INITIATING Phase IV INTERDEPENDENT 1: SAFETY 2: SECURITY 3: FAMILY 4: INSTITUTION 5: VOCATION 6: NEW ORDER 7: WISDOM 8: WORLD ORDER Goals Self Interest/Control Self Preservation Wonder/Awe/Fate Means Food/Warmth/Shelter Function/Physical Safety/Survival Goals Physical Delight Security Means Affection/Physical Economics/Profit Property/Control Sensory/Pleasure Territory/Security Wonder/Curiosity Goals Family/Belonging Fantasy/Play Self-Worth Means Being Liked Care/Nurture Control/Order/Discipline Courtesy/Hospitality Dexterity/Co-ordination Endurance/Patience Equilibrium Friendship/Belonging Obedience/Duty Prestige/Image Rights/Respect Social/Affirmation Support Peer Tradition Goals Belief/Philosophy Competence/Confidence Play/Recreation Work/Labor Means Achievement/Success Administration/Control Communication/Info Competition Design/Pattern/Order Duty/Obligation Economics/Success Education/Certification Efficiency/Planning Hierarchy/Order Honor Law/Rule Loyalty/Fidelity Management Membership/Institution Ownership Patriotism/Esteem Productivity Reason Responsibility Rule/Accountability Technology/Science Unity/Uniformity Workmanship/Art/Craft Goals Equality/Liberation Integration/Wholeness Self-Actualization Service/Vocation Means Adaptability/Flexibility Authority/Honesty Congruence Decision/Initiation Empathy Equity/Rights Expressiveness/Joy Generosity/Compassion Health/Healing Independence Law/Guide Limitation/Acceptance Mutual Obedience Quality/Evaluation Relaxation Search/Meaning/Hope Self Assertion Sharing/Listening/Trust Goals Art/Beauty Being Self Construction/New Order Contemplation Faith/Risk/Vision Human Dignity Knowledge/Insight Presence Means Accountability/Ethics Collaboration Community/Supportive Complementarity Corporation/Stewardship Creativity Detachment/Solitude Discernment Education/Knowledge Growth/Expansion Intimacy Justice/Social Order Leisure Limitation/Celebration Mission/Objectives Mutual Accountability Pioneerism/Innovation Research Ritual/Communication Simplicity/Play Unity/Diversity Goals Intimacy/Solitude Truth/Wisdom Means Community/Personalist Interdependence Minessence Prophet/Vision Synergy Transcendence/Solitude Goals Ecority Global Harmony Word Means Convivial Technology Global Justice Human Rights Macroeconomics Instrumental Skills Interpersonal Skills Imaginal Skills Systems Skills 5/99 Example of Group Skills

6. The New Economy: Culture of Relationship & Abundance Hierarchies The Knowledge Era Dependence Loyalty Innovative Minds Relationships Customers 1980.... Phase I Surviving Phase II Belonging Phase III Self-Initiating Phase IV Interdepending AUTOCRACY Power in Land BUREAUCRACY Machine & Measurement PARTNERING Knowledge/ Relationship SELF ORGANIZING Global & Networked

17. The Enterprise as a whole ...knowledge capital is the sum of human, structural and customer capital A Framework for Knowledge Capital Financial Capital Tangible Assets Knowledge Capital Structural Capital Customer Capital Human Capital

19. Using our Whole Selves: Thoughts and Feelings ... Yang Logical Linear Thinking Verbal “ Masculine” Deals with Words Parts, specifics Analysis Break apart Sequential Thinking Thoughts Yin Intuitive Holistic thinking Associative “ Feminine” Deals with Pictures Wholes Synthesis Put together Simultaneous and Holistic Feelings

21. The Dynamics of Knowledge Capital Value Creation is Driven by the Interaction of the Three Key Components of Intellectual (Enterprise) Capital Value in waiting Value creation resultant Value creation interaction Human Customer Structural

22. Aspirations Aspirations Aspirations Aspirations Capabilities Capabilities Capabilities Capabilities Customers’ Customers: Suppliers/Partners: Customers/ Partners: Aetna: Aetna’s Field of Interaction Opportunities

23. Knowledge Focus See your organisation as if it consists of nothing but Knowledge and Knowledge Flows

26. The Process of Aligning Values unclear values values of person 4 values of person 1 values of person 3 values of person 2 Leadership Team Core Values team member values team member values team member values team member values business team 1 business team 2 business team 3 business team 4 Organizational Core Values alignment of teams within the organization alignment of individuals within teams

27. The Four “V’s” Values Energizing Individuals Valuing Building Relationships Team “I”ng Value Knowledge Creation “ They are all connected” Monetary - measures…. Values - enhance and measure ... Valuation Economic Value

28. Aspirations Aspirations Aspirations Aspirations Capabilities Capabilities Capabilities Capabilities Customers’ Customers: Suppliers/Partners: Customers/ Partners: Aetna: Aetna’s Field of Interaction Opportunities

29. Evolving Business Model Transactions Product Solutions Business Solutions Mass Customization Partnering Dynamic Teaming, Virtual Enterprising & Knowledge Networking Unique Customization Structural Capital Community of Capabilities & Aspirations Human Capital Individual Capabilities & Aspirations Customer/Supplier Capital Virtual Community of Capabilities & Aspirations

30. Dynamic Teaming & Knowledge Networking Capabilities Aspirations Aspirations Aspirations Aspirations Capabilities Capabilities Capabilities Company Supplier/Partners Customers’ Customers Customers Envisioning Knowledging

31. Balanced Scorecard: Navigating into the Future Vision Strategy Culture Values Financial Perspective Examples: GWB Net Income Income Growth “ If we succeed, how will we look to our shareholders? Customer Perspective Examples: Market Share Customer Satisfaction Service Quality How do we look to our customers? Internal Business Perspective Examples: Time to react Capacity Utilization Efficiency What business processes must we excel at? Innovation and Learning Perspective How can we sustain innovation, change and improvement?

32. Balanced Scorecard: Navigating into the Future Customer Capital Financial Capital Structural Capital Human Capital Vision Strategy Culture Values Financial Perspective Examples: GWB Net Income Income Growth “ If we succeed, how will we look to our shareholders? Customer Perspective Examples: Market Share Customer Satisfaction Service Quality How do we look to our customers? Internal Business Perspective Examples: Time to react Capacity Utilization Efficiency What business processes must we excel at? Innovation and Learning Perspective How can we sustain innovation, change and improvement?

33. Balanced Scorecard: Navigating into the Future (Revised) Customer Capital Human Capital Structural Capital Financial Capital Vision Strategy Culture Values Financial Perspective Examples: GWB Net Income Income Growth “ If we succeed, how will we look to our shareholders? Customer Perspective Examples: Market Share Customer Satisfaction Service Quality How do we look to our customers? Internal Business Perspective Examples: Time to react Capacity Utilization Efficiency What business processes must we excel at? Innovation and Learning Perspective How can we sustain innovation, change and improvement?

34. Balanced Scorecard: Navigating into the Future (Values) Values: Values: Values: Values: VALUES: Instrumental Interpersonal Imaginal Systems Vision Strategy Culture Values Financial Perspective Examples: GWB Net Income Income Growth “ If we succeed, how will we look to our shareholders? Customer Perspective Examples: Market Share Customer Satisfaction Service Quality How do we look to our customers? Internal Business Perspective Examples: Time to react Capacity Utilization Efficiency What business processes must we excel at? Innovation and Learning Perspective How can we sustain innovation, change and improvement?

35. Communities of Leaders ^ A u t h e n t i c