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OBTAINING A 360 DEGREE VIEW BY CONDUCTING A THOROUGH DUE DILIGENCE TO ENSURE A SUCCESSFUL ACQUISITION Case studies, Concepts, and Debatable Ideas Kenny Ong CNI Holdings Berhad www.myCNI.com.my www.OOBEY.com
[object Object],[object Object],Before we start… www.myCNI.com.my www.OOBEY.com
The Roadmap to Failure   Fred Wiersema and   Mike Treacy Performance Time www.myCNI.com.my www.OOBEY.com   Clear Sailing Today’s performance Ad-hoc Tactics Denial & Defense Doom Projections Overdue Failure The Moment of Truth X Performance Freefall Tomorrow’s actual performance Downpresure of Unclear Strategy
Denial and Defense ,[object Object],[object Object],[object Object],[object Object],www.myCNI.com.my www.OOBEY.com
The Roadmap to Failure   Fred Wiersema and   Mike Treacy Performance Time www.myCNI.com.my www.OOBEY.com   Clear Sailing Today’s performance Ad-hoc Tactics Denial & Defense Doom Projections Overdue Failure The Moment of Truth X Performance Freefall Tomorrow’s actual performance Downpresure of Unclear Strategy
Ad Hoc Tactics ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],www.myCNI.com.my www.OOBEY.com
The Roadmap to Failure   Fred Wiersema and   Mike Treacy Performance Time www.myCNI.com.my www.OOBEY.com   Clear Sailing Today’s performance Ad-hoc Tactics Denial & Defense Doom Projections Overdue Failure The Moment of Truth X Performance Freefall Tomorrow’s actual performance Downpresure of Unclear Strategy
[object Object],www.myCNI.com.my www.OOBEY.com
Not Covered… ,[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],www.myCNI.com.my www.OOBEY.com
1. Business Model www.myCNI.com.my www.OOBEY.com
What is the Business Model? USP Market  Discipline Profit Model ,[object Object],[object Object]
What is the Business Model? USP Market  Discipline Profit Model
Business Model: Profit Model Revenue Cost Margin Cash  Flow Assets
What is the Business Model? USP Market  Discipline Profit Model
Intro: Market Discipline ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],"They are the most innovative" "Constantly renewing and creative" "Always on the leading edge" "A great deal!" Excellent/attractive price Minimal acquisition cost and hassle Lowest overall cost of ownership "A no-hassles firm" Convenience and speed Reliable product and service Product Leadership Operational Excellence Customer Intimacy ,[object Object]
Strategy: Value Disciplines Operational Excellence (low cost producer) Ref:  The Discipline of Market Leaders , Michael Treacy & Fred Wiersema; 1995 Product Leadership (best product) Customer Intimacy (best total solution) www.myCNI.com.my www.OOBEY.com
Strategy: Value Disciplines Operational Excellence (low cost producer) Ref:  The Discipline of Market Leaders , Michael Treacy & Fred Wiersema; 1995 Product Leadership (best product) Customer Intimacy (best total solution) www.myCNI.com.my www.OOBEY.com
Strategy: Value Disciplines Operational Excellence (low cost producer) Ref:  The Discipline of Market Leaders , Michael Treacy & Fred Wiersema; 1995 Product Leadership (best product) Customer Intimacy (best total solution) www.myCNI.com.my www.OOBEY.com
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Strategy: Value Disciplines ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],www.myCNI.com.my www.OOBEY.com
The McPlaybook* ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],*Adapted from: Businessweek , Februrary 5 th  2007 www.myCNI.com.my www.OOBEY.com
Strategy: Disciplines Operational Excellence (low cost producer) Ref:  The Discipline of Market Leaders , Michael Treacy & Fred Wiersema; 1995 Product Leadership (best product) Customer Intimacy (best total solution)
Strategy: Disciplines Operational Excellence (low cost producer) Ref:  The Discipline of Market Leaders , Michael Treacy & Fred Wiersema; 1995 Product Leadership (best product) Customer Intimacy (best total solution) HP  well-balanced portfolio, mass customization  Acer  super lean cost structure, aggressive pricing Apple  powerful products, premium pricing, limited range  Still Doing well in 2009-2010
What is the Business Model? USP Market  Discipline Profit Model
2. Strategic Rationales for M&As www.myCNI.com.my www.OOBEY.com
Not Covered… ,[object Object],[object Object],[object Object],[object Object]
Two Major Rationale for M&As: ,[object Object],[object Object]
Strategies for Growth “ Double-Digit Growth”, Michael Treacy www.myCNI.com.my www.OOBEY.com   ,[object Object],[object Object],[object Object],[object Object],[object Object],GROWTH
Rationale for M&As: Growth ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Easier Tougher www.myCNI.com.my www.OOBEY.com
Rationale for M&As: Expansion ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],www.myCNI.com.my www.OOBEY.com
Rationale for M&As: Expansion ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],www.myCNI.com.my www.OOBEY.com
Rationale for M&As: Transformative ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],www.myCNI.com.my www.OOBEY.com
Strategies for Growth “ Double-Digit Growth”, Michael Treacy www.myCNI.com.my www.OOBEY.com   ,[object Object],[object Object],[object Object],[object Object],[object Object],GROWTH
Buying Market Share: Acquisition strategy No evidence of previous company One Kingdom Pre-integration Blueprint Slow Trigger, Fast Bullet www.myCNI.com.my www.OOBEY.com   Integration Operating Model Price Premium Buying  Market  Share Net Cost per Customer < Direct Acquire
Buying Market Share: Side notes on Funding www.myCNI.com.my www.OOBEY.com   *Adapted from Warren Buffet’s acquisition strategies Preferable OK, but not preferred ,[object Object],[object Object],[object Object],[object Object]
Strategy 4: Invade Adjacent Markets ,[object Object],[object Object],[object Object],[object Object],[object Object],www.myCNI.com.my www.OOBEY.com
Strategy 4: Invade Adjacent Markets www.myCNI.com.my www.OOBEY.com   Traditional Alternative Incremental
Strategy 4: Invade Adjacent Markets www.myCNI.com.my www.OOBEY.com   Example: Energy Sector Traditional Utility Alternative Energy Incremental Technology
Strategy 4: Invade Adjacent Markets Upstream Midstream Downstream Distribution Conversion Raw Mat Vendors/Services www.myCNI.com.my www.OOBEY.com
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Strategy 4: Invade Adjacent Markets www.myCNI.com.my www.OOBEY.com
[object Object],[object Object],[object Object],[object Object],Strategy 4: Invade Adjacent Markets www.myCNI.com.my www.OOBEY.com
[object Object],[object Object],[object Object],[object Object],[object Object],Strategy 4: Invade Adjacent Markets www.myCNI.com.my www.OOBEY.com
Strategy 5: Acquire new Business ,[object Object],[object Object],[object Object],[object Object],[object Object],www.myCNI.com.my www.OOBEY.com
3. Working Backwards: Post-Integration Checklist www.myCNI.com.my www.OOBEY.com
First 100 Days: Conflict Points ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],www.myCNI.com.my www.OOBEY.com
The First 100 Days 25 50 75 100 Save Star Performers Revise Strategy/Value Maps Staffing Plans Assess HR Value Re-align Strategy Coaching/Team Dev Restructure Capabilities Audit Culture Integration www.myCNI.com.my www.OOBEY.com
Each Discipline Requires Different Priorities & Resources ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Organization, jobs, skills Management  systems Information and  systems Culture, values, norms www.myCNI.com.my www.OOBEY.com
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Each Discipline Requires Different Priorities & Resources Organization, jobs, skills Management  systems Information and  systems Culture, values, norms www.myCNI.com.my www.OOBEY.com
Each Discipline Requires Different Priorities & Resources Organization, jobs, skills Management  systems Information and  systems Culture, values, norms ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],www.myCNI.com.my www.OOBEY.com
Post M&A: 4-Wheels Model Culture Business  Objective M&A Strategy www.myCNI.com.my www.OOBEY.com   Structure Resources Leadership Person
Post M&A : Framework ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],www.myCNI.com.my www.OOBEY.com   ,[object Object],[object Object],[object Object],Structure
Post M&A : Framework ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],www.myCNI.com.my www.OOBEY.com   ,[object Object],[object Object],[object Object],Resources
Special Note: Procurement ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],www.myCNI.com.my www.OOBEY.com
Activity Grid to optimize resources www.myCNI.com.my www.OOBEY.com   Increase ( ↑) What are features/ activities/services to increase? Create (+) What are features/ activities/services to introduce? Reduce (↓)   What are features/ activities/services to reduce? Eliminate (-) What are features/ activities/services to eliminate?
Post M&A : Framework ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],www.myCNI.com.my www.OOBEY.com   ,[object Object],[object Object],[object Object],Leadership
Post M&A : Framework ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],www.myCNI.com.my www.OOBEY.com   ,[object Object],[object Object],[object Object],Person
HR: Special Considerations  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],www.myCNI.com.my www.OOBEY.com
MBO Standards www.myCNI.com.my www.OOBEY.com   A Excellent B Good C Average D Poor E Useless
MBO Standards www.myCNI.com.my www.OOBEY.com   A Excellent B Good C Average Good D Poor E Useless
MBO Standards www.myCNI.com.my www.OOBEY.com   A Excellent Excellent B Good Very Good C Average Good D Poor Not Good E Useless Commit Suicide
MBO Standards www.myCNI.com.my www.OOBEY.com   A Excellent Consistently achieved 4 for 3 quarters B Very Good Higher than planned results C Good Achieved Planned Results D Not Good Did not fully meet planned results E Commit Suicide Unacceptable performance
What to Pay? ,[object Object],[object Object],[object Object],[object Object],www.myCNI.com.my www.OOBEY.com
Performance and Incentives ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],www.myCNI.com.my www.OOBEY.com
What’s the Difference?  ,[object Object],[object Object],[object Object],www.myCNI.com.my www.OOBEY.com
Talent Definition Group I (Talent Pool) Group II (   Potential) Group III (   Performance) Group IV (Counseling) 2 3 4 5 2 3 4 5 PERFORMANCE POTENTIAL ,[object Object],www.myCNI.com.my www.OOBEY.com
Post M&A: 4-Wheels Model Culture Business  Objective M&A Strategy www.myCNI.com.my www.OOBEY.com   Structure Resources Leadership Person
[object Object],A.J., from the movie “The American President” www.myCNI.com.my www.OOBEY.com
4. Considerations, Risks and Pitfalls www.myCNI.com.my www.OOBEY.com
Types of M&A Deals vs. Considerations Overcapacity Product/ Market Consolidation Transformation/ Convergence Roll-up Acquire products/ market Strategic Growth Bet Size (Relative) Share Gain (Expansion) Adjacent (Transformative) New Business (Transformative) Small Large “ Running a winning M&A shop”, McKinsey
Types of M&A Deals vs. Considerations Overcapacity Size (Relative) Share Gain (Expansion) Adjacent (Transformative) New Business (Transformative) Small Large “ Running a winning M&A shop”, McKinsey ,[object Object],[object Object],[object Object],[object Object]
Types of M&A Deals vs. Considerations Roll-up Size (Relative) Share Gain (Expansion) Adjacent (Transformative) New Business (Transformative) Small Large “ Running a winning M&A shop”, McKinsey ,[object Object],[object Object],[object Object]
Types of M&A Deals vs. Considerations Product/ Market Consolidation Size (Relative) Share Gain (Expansion) Adjacent (Transformative) New Business (Transformative) Small Large “ Running a winning M&A shop”, McKinsey ,[object Object],[object Object],[object Object],[object Object]
Types of M&A Deals vs. Considerations Acquire products/ market Size (Relative) Share Gain (Expansion) Adjacent (Transformative) New Business (Transformative) Small Large “ Running a winning M&A shop”, McKinsey ,[object Object],[object Object],[object Object],[object Object]
Types of M&A Deals vs. Considerations Transformation/ Convergence Size (Relative) Share Gain (Expansion) Adjacent (Transformative) New Business (Transformative) Small Large “ Running a winning M&A shop”, McKinsey ,[object Object],[object Object],[object Object]
Types of M&A Deals vs. Considerations Strategic Growth Bet Size (Relative) Share Gain (Expansion) Adjacent (Transformative) New Business (Transformative) Small Large Adapted: “Running a winning M&A shop”, McKinsey ,[object Object],[object Object]
Three-Stage Process for Evaluating M&A deals 1. Strategy Approval 2. Approval-to- Negotiate 3. Deal Approval ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],“ Running a winning M&A shop”, McKinsey
Three-Stage Process for Evaluating M&A deals 1. Strategy Approval 2. Approval-to- Negotiate 3. Deal Approval ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],“ Running a winning M&A shop”, McKinsey
Three-Stage Process for Evaluating M&A deals 1. Strategy Approval 2. Approval-to- Negotiate 3. Deal Approval ,[object Object],[object Object],[object Object],[object Object],“ Running a winning M&A shop”, McKinsey
Considerations, Risks and Pitfalls ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],www.myCNI.com.my www.OOBEY.com
Considerations, Risks and Pitfalls ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],www.myCNI.com.my www.OOBEY.com
Consideration: Alternative Deals to M&A ,[object Object],David Hernst, Principal, McKinsey’s Washington, DC www.myCNI.com.my www.OOBEY.com
Consideration: Alternative Deals to M&A Joint Venture Unite business units Problem with shared ownership New Product Lines Cost Reductions Share risk, Share Cost in new markets, R&D Buy-out clause Alliances Reduce non-core or commoditizing parts Outsourcing, Offshoring Help supplier gain Scale Enter Complementary business www.myCNI.com.my www.OOBEY.com
End Note for M&A ,[object Object],F. Scott Fitzgerald, Author www.myCNI.com.my www.OOBEY.com
Thank You. soft copy of slides:  www.totallyunrelatedrandomanddebatable.blogspot.com

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Obtaining a 360 degree view by conducting a thorough due diligence to ensure a successful acquisition

  • 1. OBTAINING A 360 DEGREE VIEW BY CONDUCTING A THOROUGH DUE DILIGENCE TO ENSURE A SUCCESSFUL ACQUISITION Case studies, Concepts, and Debatable Ideas Kenny Ong CNI Holdings Berhad www.myCNI.com.my www.OOBEY.com
  • 2.
  • 3. The Roadmap to Failure Fred Wiersema and Mike Treacy Performance Time www.myCNI.com.my www.OOBEY.com Clear Sailing Today’s performance Ad-hoc Tactics Denial & Defense Doom Projections Overdue Failure The Moment of Truth X Performance Freefall Tomorrow’s actual performance Downpresure of Unclear Strategy
  • 4.
  • 5. The Roadmap to Failure Fred Wiersema and Mike Treacy Performance Time www.myCNI.com.my www.OOBEY.com Clear Sailing Today’s performance Ad-hoc Tactics Denial & Defense Doom Projections Overdue Failure The Moment of Truth X Performance Freefall Tomorrow’s actual performance Downpresure of Unclear Strategy
  • 6.
  • 7. The Roadmap to Failure Fred Wiersema and Mike Treacy Performance Time www.myCNI.com.my www.OOBEY.com Clear Sailing Today’s performance Ad-hoc Tactics Denial & Defense Doom Projections Overdue Failure The Moment of Truth X Performance Freefall Tomorrow’s actual performance Downpresure of Unclear Strategy
  • 8.
  • 9.
  • 10.
  • 11. 1. Business Model www.myCNI.com.my www.OOBEY.com
  • 12.
  • 13. What is the Business Model? USP Market Discipline Profit Model
  • 14. Business Model: Profit Model Revenue Cost Margin Cash Flow Assets
  • 15. What is the Business Model? USP Market Discipline Profit Model
  • 16.
  • 17. Strategy: Value Disciplines Operational Excellence (low cost producer) Ref: The Discipline of Market Leaders , Michael Treacy & Fred Wiersema; 1995 Product Leadership (best product) Customer Intimacy (best total solution) www.myCNI.com.my www.OOBEY.com
  • 18. Strategy: Value Disciplines Operational Excellence (low cost producer) Ref: The Discipline of Market Leaders , Michael Treacy & Fred Wiersema; 1995 Product Leadership (best product) Customer Intimacy (best total solution) www.myCNI.com.my www.OOBEY.com
  • 19. Strategy: Value Disciplines Operational Excellence (low cost producer) Ref: The Discipline of Market Leaders , Michael Treacy & Fred Wiersema; 1995 Product Leadership (best product) Customer Intimacy (best total solution) www.myCNI.com.my www.OOBEY.com
  • 20.
  • 21.
  • 22. Strategy: Disciplines Operational Excellence (low cost producer) Ref: The Discipline of Market Leaders , Michael Treacy & Fred Wiersema; 1995 Product Leadership (best product) Customer Intimacy (best total solution)
  • 23. Strategy: Disciplines Operational Excellence (low cost producer) Ref: The Discipline of Market Leaders , Michael Treacy & Fred Wiersema; 1995 Product Leadership (best product) Customer Intimacy (best total solution) HP well-balanced portfolio, mass customization Acer super lean cost structure, aggressive pricing Apple powerful products, premium pricing, limited range Still Doing well in 2009-2010
  • 24. What is the Business Model? USP Market Discipline Profit Model
  • 25. 2. Strategic Rationales for M&As www.myCNI.com.my www.OOBEY.com
  • 26.
  • 27.
  • 28.
  • 29.
  • 30.
  • 31.
  • 32.
  • 33.
  • 34. Buying Market Share: Acquisition strategy No evidence of previous company One Kingdom Pre-integration Blueprint Slow Trigger, Fast Bullet www.myCNI.com.my www.OOBEY.com Integration Operating Model Price Premium Buying Market Share Net Cost per Customer < Direct Acquire
  • 35.
  • 36.
  • 37. Strategy 4: Invade Adjacent Markets www.myCNI.com.my www.OOBEY.com Traditional Alternative Incremental
  • 38. Strategy 4: Invade Adjacent Markets www.myCNI.com.my www.OOBEY.com Example: Energy Sector Traditional Utility Alternative Energy Incremental Technology
  • 39. Strategy 4: Invade Adjacent Markets Upstream Midstream Downstream Distribution Conversion Raw Mat Vendors/Services www.myCNI.com.my www.OOBEY.com
  • 40.
  • 41.
  • 42.
  • 43.
  • 44. 3. Working Backwards: Post-Integration Checklist www.myCNI.com.my www.OOBEY.com
  • 45.
  • 46. The First 100 Days 25 50 75 100 Save Star Performers Revise Strategy/Value Maps Staffing Plans Assess HR Value Re-align Strategy Coaching/Team Dev Restructure Capabilities Audit Culture Integration www.myCNI.com.my www.OOBEY.com
  • 47.
  • 48.
  • 49.
  • 50. Post M&A: 4-Wheels Model Culture Business Objective M&A Strategy www.myCNI.com.my www.OOBEY.com Structure Resources Leadership Person
  • 51.
  • 52.
  • 53.
  • 54. Activity Grid to optimize resources www.myCNI.com.my www.OOBEY.com Increase ( ↑) What are features/ activities/services to increase? Create (+) What are features/ activities/services to introduce? Reduce (↓) What are features/ activities/services to reduce? Eliminate (-) What are features/ activities/services to eliminate?
  • 55.
  • 56.
  • 57.
  • 58. MBO Standards www.myCNI.com.my www.OOBEY.com A Excellent B Good C Average D Poor E Useless
  • 59. MBO Standards www.myCNI.com.my www.OOBEY.com A Excellent B Good C Average Good D Poor E Useless
  • 60. MBO Standards www.myCNI.com.my www.OOBEY.com A Excellent Excellent B Good Very Good C Average Good D Poor Not Good E Useless Commit Suicide
  • 61. MBO Standards www.myCNI.com.my www.OOBEY.com A Excellent Consistently achieved 4 for 3 quarters B Very Good Higher than planned results C Good Achieved Planned Results D Not Good Did not fully meet planned results E Commit Suicide Unacceptable performance
  • 62.
  • 63.
  • 64.
  • 65.
  • 66. Post M&A: 4-Wheels Model Culture Business Objective M&A Strategy www.myCNI.com.my www.OOBEY.com Structure Resources Leadership Person
  • 67.
  • 68. 4. Considerations, Risks and Pitfalls www.myCNI.com.my www.OOBEY.com
  • 69. Types of M&A Deals vs. Considerations Overcapacity Product/ Market Consolidation Transformation/ Convergence Roll-up Acquire products/ market Strategic Growth Bet Size (Relative) Share Gain (Expansion) Adjacent (Transformative) New Business (Transformative) Small Large “ Running a winning M&A shop”, McKinsey
  • 70.
  • 71.
  • 72.
  • 73.
  • 74.
  • 75.
  • 76.
  • 77.
  • 78.
  • 79.
  • 80.
  • 81.
  • 82. Consideration: Alternative Deals to M&A Joint Venture Unite business units Problem with shared ownership New Product Lines Cost Reductions Share risk, Share Cost in new markets, R&D Buy-out clause Alliances Reduce non-core or commoditizing parts Outsourcing, Offshoring Help supplier gain Scale Enter Complementary business www.myCNI.com.my www.OOBEY.com
  • 83.
  • 84. Thank You. soft copy of slides: www.totallyunrelatedrandomanddebatable.blogspot.com

Editor's Notes

  1. Intro: “How to fail without trying” Why this intro? -
  2. Moral 1: The Right Business Strategy comes first, not M&amp;As to boost the busines. If the Business Model is wrong, the M&amp;A will be wrong no matter how. Good M&amp;As cannot correct a Bad business model!
  3. Example: Google USP – Search, Free! Profit Model – Ad revenue MKt Discipline – Operational Excellence Example: Air Asia USP – Budget Profit Model – Lowest Cost, Maximum Seats Mkt Discipline – Operational Excellence
  4. Example: Google USP – Search, Free! Profit Model – Ad revenue MKt Discipline – Operational Excellence Example: Air Asia USP – Budget Profit Model – Lowest Cost, Maximum Seats Mkt Discipline – Operational Excellence
  5. Example: Google USP – Search, Free! Profit Model – Ad revenue MKt Discipline – Operational Excellence Example: Air Asia USP – Budget Profit Model – Lowest Cost, Maximum Seats Mkt Discipline – Operational Excellence
  6. How does the Customer define “Great Experience”? - It depends on their own perceptions. Problem is…this differs depending on the Customer! If you are very good in something that the Customer does not value, it will not improve the Experience.
  7. To Excel – Must be a Leader in ONE of the disciplines but the other two must be at least at industry standard
  8. OPTION 1
  9. Exercise: Customer Analysis and Market Discipline Determining your Market Discipline
  10. Example of successful customer loyalty strategy focusing on Operational Excellence and Product Leadership while maintaining market standard on Customer Service without indulging in it
  11. To Excel – Must be a Leader in ONE of the disciplines but the other two must be at least at industry standard
  12. To Excel – Must be a Leader in ONE of the disciplines but the other two must be at least at industry standard
  13. Example: Google USP – Search, Free! Profit Model – Ad revenue MKt Discipline – Operational Excellence Example: Air Asia USP – Budget Profit Model – Lowest Cost, Maximum Seats Mkt Discipline – Operational Excellence
  14. 2 and 3 are ‘Expansion’ 4 and 5 are ‘Transformative’
  15. This grid and discipline will also help in: managing conflicts on where limited resources should go Solve the problem of ever compounding activities and resources
  16. Example: What do you mean by Good? A, B, or C? Achieve 5 tasks, what is your rating? You mean if I achieve all, I only get AVERAGE? You must be crazy
  17. This looks better for the ‘achieved all’ category But… the ratings still look ambiguous, right?
  18. This looks better for the ‘achieved all’ category But… the ratings still look ambiguous, right?
  19. This looks better right? But… also still not good enough, right? Refer to Handout 4: 1. Priority, Targets and Standards
  20. Group 1: High Potential, High Performance (Talent) Staff this category will automatically be placed in the company’s Succession Plans. Be the first priority to be considered for any promotions or upgrading exercises. Career Acceleration + Specialist Career Paths. Group 2: Average Potential, High Performance (Leadership Issues) Leadership, motivational and cultural development would be given to these staff while they perform in their current positions. Group 3: High Potential, Average Performance (Potential) Should not be given career advancement unless performance improves. Good targets for transfers or job rotations to departments that require urgent manpower. Group 4: Average Potential, Low Performance (Issues) Staff in this group should be monitored closely by HR. They should be eventually moved out of their current work function, department or even the company entirely.