A talk at The Change School GYM (Gym for Your Mind)

1. T H E C H A N G E S C H O O L
Where you go to learn, un-learn & re-learn.
Embrace Change. Navigate through Change. Thrive in Change.

2. T R A N S F O R M I N G T H E
F U T U R E O F W O R K
A N D
F U T U R E O F L E A R N I N G
The Change School provides holistic learning experiences for personal and
professional development. We design and deliver experiential programs to
develop every person’s intellectual, emotional, physiological and creative potential
- encouraging both personal and collective responsibility to continuously learn and
grow. We work with individuals and organisations to build connection, meaning
and transdisciplinary inquiry, for life and work in the 21st century and beyond.
We believe, with the right tools, change can be a force for good.

3. W H Y
Change is the only constant in life - Heraclitus
Change Cycle

4. IMMERSIVE
RETREAT
GYM
(Gym for Your Mind)
PRIVATE
GYMS
W H AT
Experiential Learning

5. Individuals need self-awareness and
clarity of their personal values
They can align their values
in life and work with clarity,
confidence and emotional
intelligence
They are better equipped to
navigate through change and
by remaining resilient and in a
state of flow.
They can become socially and
culturally sensitive citizens of the
world who continually inspire
others to do good.
Action and change
become reality.
Theory of Change
H O W
Deconstruct. Reconstruct. Move Forward.

6. L E S S O N S O N C O M PA N Y C U LT U R E
What we will cover:
• What is company culture?
• Why is it important?
• CASE STUDY: Zappos
• Lessons & Key Takeaways
• Discussion
• Health Check
• Final Tips
• References

7. A company does not have a culture, a company is a culture.
Company culture is your company’s personality.
• Shared beliefs, values and practices
• How your organization sees the world and acts
• What employees do and what their actions mean to them
W H AT I S C O M PA N Y C U LT U R E ?

8. W H Y I S I T I M P O R TA N T ?
• Defined by the company’s LEADERSHIP
• Built on the company’s core VALUES
• Embodied by the company’s EMPLOYEES
• The root of a company’s SUCCESS or FAILURE
• Attracts the right TALENT
• Underlies great PERFORMANCE
• Enables and empowers ACTION
• The real BOTTOM LINE

9. S O M E S TAT S
• Job Turnover: 13.9% vs 48.4% (Columbia University)
• Productivity:12% more vs 10% less (Warwick University)
• Engagement: 64% not engaged / 24% actively disengaged / 13% engaged (Gallup)
• Performance: -28% revenue among disengaged employees
• Happiness: +20% performance and +1.2-1.7%
• Competitiveness: +2.1% industry benchmarks (New Century Financial Corp)
• Bottom Line:
• Operating Income: -33% among low-level vs +19% among high-level
• Earnings Growth: -11% among low-level vs +28% among high-level

10. C A S E S T U D Y

11. Fortune 100 and multi $billion turnover business.
• 1999: Founded “a service company that just
happens to sell shoes”
• 2003: Grew over the years by outperforming
competitors in customer service - market leader in
online shoe sales in the US.
• 2008: Fastest growing online retailer in the world -
sales rose to US$1 billion from almost nil in 1999.
• 2009: Fortune Magazine’s Best Companies to Work
For (#15)
Ambition: To build a collection of businesses “powered by customer service’’
equivalent to the way Richard Branson’s “cool and hip” Virgin businesses.
O V E R V I E W

12. L E A D E R S H I P
“Our No. 1 priority is culture.
Get that right and everything else
falls into place.”
Culture | Customer Service | Training & Development
Tony Hsieh, CEO

13. P H I L O S O P H Y
“People may not remember exactly what you did or what you said,
but they always remember how you made them feel.” - Tony Hsieh

14. C O R E VA L U E S
“Core Values mean nothing if you’re not prepared to hire and fire
based on them.” - Tony Hsieh
Our 10 Core Values are more than
just words, they’re a way of life.
We know that companies with a strong
culture and a higher purpose perform
better in the long run. As we continue
to grow, we strive to ensure that our
culture remains alive and well.
See if our core values speak to you…

15. P R A C T I C E : S E L F - O R G A N I S AT I O N
2. Embrace and drive change

16. P R A C T I C E : C U LT U R E - F I T
8. Do more with less

17. 6. Build open and honest relationships with communication
P R A C T I C E : C U LT U R E B O O K

18. W O R K P L A C E : C A M P U S
3. Create fun and a little weirdness

19. W O R K S PA C E : C O M M U N I T Y
7. Build a positive team and family spirit

20. “The Zappos Culture, to me, is the environment where I can be
my best self. Our culture reminds me to be patient, generous,
and kind. And, because I’m living that every day at work, it
spills over into my personal life, and I find myself more patient,
more generous, and more kind there also. In that way, the
Zappos Culture not only benefits me, but it also benefits my
friends and family. I’m lucky to be a part of a place like this.”
- Employee
1. Deliver WOW through service

21. • Known for continuously raising the bar on the quality of its operations
and Gold Standards of Service
• Motto: “We are ladies and gentlemen serving ladies and gentlemen”
• Only service company to be twice awarded the Malcolm Baldrige
National Quality
• Generates highly inspired, engaged and empowered employees and
customer brand champions who receive unparalleled excellence in
service

22. • Known for continuously overcoming the odds of turning a commodity
experience into an inspiring brand experience where consumers will pay $4
for a cup of coffee
• Motto: “To inspire and nurture the human spirit—one person, one cup and
one neighbourhood at a time”
• See employees as an investment because they bring their brand to life
• Demonstrates a strong point of view in wanting to make the world a better
place through their social responsibility initiatives and global responsibility
goals.

23. • Hire for culture-fit
• Align culture to business objectives so that it becomes a driver of the bottom line
• Ensure clarity and communication of core values and business goals
• Facilitate positive interactions and and community building
• Encourage authenticity both personally and professionally
• Make learning available, accessible and all-encompassing
L E S S O N S

24. H E A LT H C H E C K
• What are your core values?
• Clarity of purpose
• Engagement
• Productivity
• Empowerment
• Trust
• How do you/your colleagues act when they’re on the job?
• Are there common behaviours – either good or bad?
• What does having this job mean to you/your colleagues?
• Would you/they go elsewhere if they had the chance?

25. F I N A L T I P S
• Size doesn’t matter
• Review your company culture
• Focus on key areas
• Set culture goals
• Don’t expect immediate pay-offs
• Make a habit of appreciation
• Prioritise continued learning
• Leaders must be the drivers of change
There are no road maps, and the path for one business is by definition unique to
that particular company. Culture is a long-term investment. It cannot be
regulated by a board of directors — The Guardian, 2015

26. R E F E R E N C E S
• More on Zappos - www.zapposinsights.com
• More on Holacracy - http://fortune.com/zappos-tony-hsieh-holacracy
• More on Company Culture - http://www.forbes.com/sites/joshbersin/2015/03/13/
culture-why-its-the-hottest-topic-in-business-today/#19cf501db6e2
• 2016 Best Places to Work - www.glassdoor.com
• Best Workplaces Asia 2016 - greatplacetowork.net
• Enjoyable Companies to Work For (Business Insider Singapore)
• Other companies with great company culture…

27. E N G A G E U S
• Take a Company Culture assessment with our VIP24 TOOL
• Self-direct your learning and development at our GYM
• Build an amazing company culture with our TEAM PROGRAMS
W E B S I T E : T H E C H A N G E S C H O O L . C O M
E M A I L : H E L L O @ T H E C H A N G E S C H O O L . C O M
T H A N K Y O U !