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

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This document discusses how to deliver happiness to internal customers (employees) through training them to perform beyond expectations. It argues that employees should shift from a paradigm of "working" to earn a living, to one of "serving" internal and external customers. When employees find meaning and purpose in their work, and see themselves as serving others, they will be happier and more motivated. The document provides examples of how framing jobs differently can increase job satisfaction. It also discusses techniques for training employees for excellence through leadership, engagement, inspiration and enjoyment.

Education Business

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

How to manage employees so that 
they would always enjoy and not just
perform their jobs? 

“GOING THE EXTRA MILE”

Paradigm ShiF 

Working to Serving 
Working to earn a living  
to  
Serving others (internal/external customers)

“WORKING”  “SERVING” 

EXTERNAL CUSTOMERS

1
INTERNAL CUSTOMER

2
INTERNAL CUSTOMER
3
INTERNAL CUSTOMER

SUPPLIERS

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

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

Three things that can cause eternal pain if 
not chosen carefully  

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

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

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

THREE CARPENTERS

BORED CARPENTER
"I'm hammering a nail."

INDIFFERENT CARPENTER
"I'm making a door."

HAPPY CARPENTER
"I'm building a church."

THREE NURSES

BORED NURSE
"I'm following the doctor’s orders."

INDIFFERENT NURSE
"I'm treating a patient in room 453."

HAPPY NURSE
"I'm saving a precious life."

THREE SEMICON ASSEMBLERS

BORED WORKER
"I'm soldering."

INDIFFERENT WORKER
"I'm making a chip."

HAPPY WORKER
"I make planes fly safely."

“A senior member of the “Dedicated 
Maintenance Crew” ﬂies aboard the plane, 
whatever the des?na?on, aFer each major 
overhaul or repair.”

AIMING FOR PERFECTION

“It is better to aim for perfection and
miss the target, than to aim for
imperfection and achieve it.”
-Thomas J. Watson, Jr.

Who is beaer? 
TARGET ACTUAL VARIANCE Next 
period 

100
A
95  5  97 

75
B
75  0  75 

Total Quality Management
by Prof. Rene T. Domingo, AIM

Knowledge driven training  Skills driven training

Socrates 

How to give answers  How to ask ques?ons

Problem solvers  Opportunity seekers 

“hammer looking for a nail”

training for excellence =  

lead, engage, inspire, serve, enjoy, forget

Quadruple Boaom Line 

• economic 
• social 
• environmental  
• spiritual

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.

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Denis is a dynamic and results-driven Chief Information Officer (CIO) with a distinguished career spanning information systems analysis and technical project management. With a proven track record of spearheading the design and delivery of cutting-edge Information Management solutions, he has consistently elevated business operations, streamlined reporting functions, and maximized process efficiency. Certified as an ISO/IEC 27001: Information Security Management Systems (ISMS) Lead Implementer, Data Protection Officer, and Cyber Risks Analyst, Denis brings a heightened focus on data security, privacy, and cyber resilience to every endeavor. His expertise extends across a diverse spectrum of reporting, database, and web development applications, underpinned by an exceptional grasp of data storage and virtualization technologies. His proficiency in application testing, database administration, and data cleansing ensures seamless execution of complex projects. What sets Denis apart is his comprehensive understanding of Business and Systems Analysis technologies, honed through involvement in all phases of the Software Development Lifecycle (SDLC). From meticulous requirements gathering to precise analysis, innovative design, rigorous development, thorough testing, and successful implementation, he has consistently delivered exceptional results. Throughout his career, he has taken on multifaceted roles, from leading technical project management teams to owning solutions that drive operational excellence. His conscientious and proactive approach is unwavering, whether he is working independently or collaboratively within a team. His ability to connect with colleagues on a personal level underscores his commitment to fostering a harmonious and productive workplace environment. Date: May 29, 2024 Tags: Information Security, ISO/IEC 27001, ISO/IEC 42001, Artificial Intelligence, GDPR ------------------------------------------------------------------------------- Find out more about ISO training and certification services Training: ISO/IEC 27001 Information Security Management System - EN | PECB ISO/IEC 42001 Artificial Intelligence Management System - EN | PECB General Data Protection Regulation (GDPR) - Training Courses - EN | PECB Webinars: https://pecb.com/webinars Article: https://pecb.com/article ------------------------------------------------------------------------------- For more information about PECB: Website: https://pecb.com/ LinkedIn: https://www.linkedin.com/company/pecb/ Facebook: https://www.facebook.com/PECBInternational/ Slideshare: http://www.slideshare.net/PECBCERTIFICATION

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

2. 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 

3. How to manage employees so that  they would always enjoy and not just perform their jobs?  “GOING THE EXTRA MILE”

4. Paradigm ShiF  Working to Serving  Working to earn a living   to   Serving others (internal/external customers) 

5. “WORKING”  “SERVING”  EXTERNAL CUSTOMERS 1 INTERNAL CUSTOMER 2 INTERNAL CUSTOMER 3 INTERNAL CUSTOMER SUPPLIERS

6. 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 

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

8. Three things that can cause eternal pain if  not chosen carefully   1. your shoes  2. your pillow / bed  3. your job / boss 

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

10.

11.

12. The “9:00 to 5:00” employee 

13.

14.

15.

16.

17.

18. “80% of quality problems are caused by management, and 20% by workers. ” W. Edwards Deming  1900‐1993 

19. THREE CARPENTERS BORED CARPENTER "I'm hammering a nail." INDIFFERENT CARPENTER "I'm making a door." HAPPY CARPENTER "I'm building a church."

20. THREE NURSES BORED NURSE "I'm following the doctor’s orders." INDIFFERENT NURSE "I'm treating a patient in room 453." HAPPY NURSE "I'm saving a precious life."

21. THREE SEMICON ASSEMBLERS BORED WORKER "I'm soldering." INDIFFERENT WORKER "I'm making a chip." HAPPY WORKER "I make planes fly safely."

22.

23. “A senior member of the “Dedicated  Maintenance Crew” ﬂies aboard the plane,  whatever the des?na?on, aFer each major  overhaul or repair.” 

24. “Good service is not an accident.”

25.

26. AIMING FOR PERFECTION “It is better to aim for perfection and miss the target, than to aim for imperfection and achieve it.” -Thomas J. Watson, Jr.

27. Who is beaer?  TARGET ACTUAL VARIANCE Next  period  100 A 95  5  97  75 B 75  0  75  Total Quality Management by Prof. Rene T. Domingo, AIM

28. Knowledge driven training  Skills driven training 

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

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

31. training for excellence =   lead, engage, inspire, serve, enjoy, forget  

32. “the concept of giving back” 

33. Quadruple Boaom Line  • economic  • social  • environmental   • spiritual 

34. 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 

35. 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. 

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

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