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© H.K.Robson
Created: 14/06/98
Last update:29/01/15
Tel  0191 261002Tel  0191 2610021
© H.K.Robson
Created: 14/06/98
Last update:29/01/15
… is all about the people
SERVICESERVICE
ABILITYABILITY
© H.K.Robson
Created: 14/06/98
Last update:29/01/15
© H.K.Robson
Created: 14/06/98
Last update:29/01/15
Individual Level of SERVICE-
ABILITY
Individual Level of SERVICE-
ABILITY
but this needs team spirit …
ENGAGEMENTENGAGEMENT PROFESSIONALISMPROFESSIONALISM
INITIATIVEINITIATIVE
FOCUSFOCUS
© H.K.Robson
Created: 14/06/98
Last update:29/01/15
BELIEF
IN CAUSE
PRIDE
IN JOB
TRUST
IN LEADERS
TRUST IN
COLLEAGUES
© H.K.Robson
Created: 14/06/98
Last update:29/01/15
The Importance of Team SpiritThe Importance of Team Spirit
which is achieved by …
ENGAGEMENTENGAGEMENT PROFESSIONALISMPROFESSIONALISM
INITIATIVEINITIATIVE
FOCUSFOCUS
© H.K.Robson
Created: 14/06/98
Last update:29/01/15
© H.K.Robson
Created: 14/06/98
Last update:29/01/15
SERVANT LEADERSHIPSERVANT LEADERSHIPSERVANT LEADERSHIPSERVANT LEADERSHIP
APPROPRIATE ORGANISATIONAPPROPRIATE ORGANISATIONAPPROPRIATE ORGANISATIONAPPROPRIATE ORGANISATION
CLARITYCLARITYOFOFPURPOSEPURPOSECLARITYCLARITYOFOFPURPOSEPURPOSE
MODERNISEDMODERNISEDMANAGEMENTMANAGEMENTMODERNISEDMODERNISEDMANAGEMENTMANAGEMENT
Factoring in the InitiatorsFactoring in the Initiators
BELIEF
IN
CAUSE
PRIDE
IN
JOB
PROFESSIONALISMPROFESSIONALISM
INITIATIVEINITIATIVE
TRUST
IN LEADERS
TRUST IN
COLLEAGUES
FOCUSFOCUS
ENGAGEMENTENGAGEMENT
© H.K.Robson
Created: 14/06/98
Last update:29/01/15
ButBut
© H.K.Robson
Created: 14/06/98
Last update:29/01/15
PROJECT MANAGEMENT LEVEL
BUSINESS UNIT MANAGEMENT LEVEL
CORPORATE/POLICY MANAGEMENT LEVEL
DECIDING
RECOMMENDING
PLANNING
CHANGING
DECIDING
RECOMMENDING
PLANNING
CHANGING
ANALYSING
REFLECTING
CONSULTING
DIAGNOSING
ANALYSING
REFLECTING
CONSULTING
DIAGNOSING
FACILITATORS
INITIATORS
CORE VALUES
FIRST-LINE MANAGEMENT LEVEL
SELF-MANAGEMENT LEVEL
BELIEF
IN
CAUSE
PRIDE
IN
JOB
PROFESSIONALISMPROFESSIONALISM
INITIATIVEINITIATIVE
TRUST
IN LEADERS
TRUST IN
COLLEAGUES
FOCUSFOCUS
TEAM SPIRIT
CULTURE
EXPLAINING
DISCUSSING
COACHING
FACILITATING
EXPLAINING
DISCUSSING
COACHING
FACILITATING
COMMUNICATIN
G
IMPLEMENTING
EDUCATING
TRAINING
COMMUNICATIN
G
IMPLEMENTING
EDUCATING
TRAINING
SERVANT LEADERSHIPSERVANT LEADERSHIPSERVANT LEADERSHIPSERVANT LEADERSHIP
APPROPRIATE ORGANISATIONAPPROPRIATE ORGANISATIONAPPROPRIATE ORGANISATIONAPPROPRIATE ORGANISATION
MODERNISEDMANAGEMENTMODERNISEDMANAGEMENTMODERNISEDMANAGEMENTMODERNISEDMANAGEMENT
CLARITYCLARITYOFOFPURPOSEPURPOSECLARITYCLARITYOFOFPURPOSEPURPOSE
ENGAGEMENTENGAGEMENT
© H.K.Robson
Created: 14/06/98
Last update:29/01/15
SERVANT LEADERSHIPSERVANT LEADERSHIPSERVANT LEADERSHIPSERVANT LEADERSHIP
APPROPRIATE ORGANISATIONAPPROPRIATE ORGANISATIONAPPROPRIATE ORGANISATIONAPPROPRIATE ORGANISATION
MODERNISEDMANAGEMENTMODERNISEDMANAGEMENTMODERNISEDMANAGEMENTMODERNISEDMANAGEMENT
CLARITYCLARITYOFOFPURPOSEPURPOSECLARITYCLARITYOFOFPURPOSEPURPOSE
© H.K.Robson
Created: 14/06/98
Last update:29/01/15
© H.K.Robson
Created: 14/06/98
Last update:29/01/15
PROJECT MANAGEMENT LEVEL
BUSINESS UNIT MANAGEMENT LEVEL
CORPORATE/POLICY MANAGEMENT LEVEL
DECIDING
RECOMMENDING
PLANNING
CHANGING
DECIDING
RECOMMENDING
PLANNING
CHANGING
ANALYSING
REFLECTING
CONSULTING
DIAGNOSING
ANALYSING
REFLECTING
CONSULTING
DIAGNOSING
FACILITATORS
INITIATORS
CORE VALUES
FIRST-LINE MANAGEMENT LEVEL
SELF-MANAGEMENT LEVEL
BELIEF
IN
CAUSE
PRIDE
IN
JOB
PROFESSIONALISMPROFESSIONALISM
INITIATIVEINITIATIVE
TRUST
IN LEADERS
TRUST IN
COLLEAGUES
FOCUSFOCUS
TEAM SPIRIT
CULTURE
EXPLAINING
DISCUSSING
COACHING
FACILITATING
EXPLAINING
DISCUSSING
COACHING
FACILITATING
SERVICESERVICE
ABILITYABILITY
COMMUNICATIN
G
IMPLEMENTING
EDUCATING
TRAINING
COMMUNICATIN
G
IMPLEMENTING
EDUCATING
TRAINING
SERVANT LEADERSHIPSERVANT LEADERSHIPSERVANT LEADERSHIPSERVANT LEADERSHIP
APPROPRIATE ORGANISATIONAPPROPRIATE ORGANISATIONAPPROPRIATE ORGANISATIONAPPROPRIATE ORGANISATION
MODERNISEDMANAGEMENTMODERNISEDMANAGEMENTMODERNISEDMANAGEMENTMODERNISEDMANAGEMENT
CLARITYCLARITYOFOFPURPOSEPURPOSECLARITYCLARITYOFOFPURPOSEPURPOSE
ENGAGEMENTENGAGEMENT
© H.K.Robson
Created: 14/06/98
Last update:29/01/15
3 Dimensions of Service-Ability3 Dimensions of Service-Ability
Interventions of many types, at all levels &
many disciplines
© H.K.Robson
Created: 14/06/98
Last update:29/01/15

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Service ability slideshare presenation

  • 1. © H.K.Robson Created: 14/06/98 Last update:29/01/15 Tel  0191 261002Tel  0191 2610021
  • 2. © H.K.Robson Created: 14/06/98 Last update:29/01/15 … is all about the people SERVICESERVICE ABILITYABILITY
  • 3. © H.K.Robson Created: 14/06/98 Last update:29/01/15 © H.K.Robson Created: 14/06/98 Last update:29/01/15 Individual Level of SERVICE- ABILITY Individual Level of SERVICE- ABILITY but this needs team spirit … ENGAGEMENTENGAGEMENT PROFESSIONALISMPROFESSIONALISM INITIATIVEINITIATIVE FOCUSFOCUS
  • 4. © H.K.Robson Created: 14/06/98 Last update:29/01/15 BELIEF IN CAUSE PRIDE IN JOB TRUST IN LEADERS TRUST IN COLLEAGUES © H.K.Robson Created: 14/06/98 Last update:29/01/15 The Importance of Team SpiritThe Importance of Team Spirit which is achieved by … ENGAGEMENTENGAGEMENT PROFESSIONALISMPROFESSIONALISM INITIATIVEINITIATIVE FOCUSFOCUS
  • 5. © H.K.Robson Created: 14/06/98 Last update:29/01/15 © H.K.Robson Created: 14/06/98 Last update:29/01/15 SERVANT LEADERSHIPSERVANT LEADERSHIPSERVANT LEADERSHIPSERVANT LEADERSHIP APPROPRIATE ORGANISATIONAPPROPRIATE ORGANISATIONAPPROPRIATE ORGANISATIONAPPROPRIATE ORGANISATION CLARITYCLARITYOFOFPURPOSEPURPOSECLARITYCLARITYOFOFPURPOSEPURPOSE MODERNISEDMODERNISEDMANAGEMENTMANAGEMENTMODERNISEDMODERNISEDMANAGEMENTMANAGEMENT Factoring in the InitiatorsFactoring in the Initiators BELIEF IN CAUSE PRIDE IN JOB PROFESSIONALISMPROFESSIONALISM INITIATIVEINITIATIVE TRUST IN LEADERS TRUST IN COLLEAGUES FOCUSFOCUS ENGAGEMENTENGAGEMENT
  • 6. © H.K.Robson Created: 14/06/98 Last update:29/01/15 ButBut © H.K.Robson Created: 14/06/98 Last update:29/01/15 PROJECT MANAGEMENT LEVEL BUSINESS UNIT MANAGEMENT LEVEL CORPORATE/POLICY MANAGEMENT LEVEL DECIDING RECOMMENDING PLANNING CHANGING DECIDING RECOMMENDING PLANNING CHANGING ANALYSING REFLECTING CONSULTING DIAGNOSING ANALYSING REFLECTING CONSULTING DIAGNOSING FACILITATORS INITIATORS CORE VALUES FIRST-LINE MANAGEMENT LEVEL SELF-MANAGEMENT LEVEL BELIEF IN CAUSE PRIDE IN JOB PROFESSIONALISMPROFESSIONALISM INITIATIVEINITIATIVE TRUST IN LEADERS TRUST IN COLLEAGUES FOCUSFOCUS TEAM SPIRIT CULTURE EXPLAINING DISCUSSING COACHING FACILITATING EXPLAINING DISCUSSING COACHING FACILITATING COMMUNICATIN G IMPLEMENTING EDUCATING TRAINING COMMUNICATIN G IMPLEMENTING EDUCATING TRAINING SERVANT LEADERSHIPSERVANT LEADERSHIPSERVANT LEADERSHIPSERVANT LEADERSHIP APPROPRIATE ORGANISATIONAPPROPRIATE ORGANISATIONAPPROPRIATE ORGANISATIONAPPROPRIATE ORGANISATION MODERNISEDMANAGEMENTMODERNISEDMANAGEMENTMODERNISEDMANAGEMENTMODERNISEDMANAGEMENT CLARITYCLARITYOFOFPURPOSEPURPOSECLARITYCLARITYOFOFPURPOSEPURPOSE ENGAGEMENTENGAGEMENT
  • 7. © H.K.Robson Created: 14/06/98 Last update:29/01/15 SERVANT LEADERSHIPSERVANT LEADERSHIPSERVANT LEADERSHIPSERVANT LEADERSHIP APPROPRIATE ORGANISATIONAPPROPRIATE ORGANISATIONAPPROPRIATE ORGANISATIONAPPROPRIATE ORGANISATION MODERNISEDMANAGEMENTMODERNISEDMANAGEMENTMODERNISEDMANAGEMENTMODERNISEDMANAGEMENT CLARITYCLARITYOFOFPURPOSEPURPOSECLARITYCLARITYOFOFPURPOSEPURPOSE
  • 8. © H.K.Robson Created: 14/06/98 Last update:29/01/15 © H.K.Robson Created: 14/06/98 Last update:29/01/15 PROJECT MANAGEMENT LEVEL BUSINESS UNIT MANAGEMENT LEVEL CORPORATE/POLICY MANAGEMENT LEVEL DECIDING RECOMMENDING PLANNING CHANGING DECIDING RECOMMENDING PLANNING CHANGING ANALYSING REFLECTING CONSULTING DIAGNOSING ANALYSING REFLECTING CONSULTING DIAGNOSING FACILITATORS INITIATORS CORE VALUES FIRST-LINE MANAGEMENT LEVEL SELF-MANAGEMENT LEVEL BELIEF IN CAUSE PRIDE IN JOB PROFESSIONALISMPROFESSIONALISM INITIATIVEINITIATIVE TRUST IN LEADERS TRUST IN COLLEAGUES FOCUSFOCUS TEAM SPIRIT CULTURE EXPLAINING DISCUSSING COACHING FACILITATING EXPLAINING DISCUSSING COACHING FACILITATING SERVICESERVICE ABILITYABILITY COMMUNICATIN G IMPLEMENTING EDUCATING TRAINING COMMUNICATIN G IMPLEMENTING EDUCATING TRAINING SERVANT LEADERSHIPSERVANT LEADERSHIPSERVANT LEADERSHIPSERVANT LEADERSHIP APPROPRIATE ORGANISATIONAPPROPRIATE ORGANISATIONAPPROPRIATE ORGANISATIONAPPROPRIATE ORGANISATION MODERNISEDMANAGEMENTMODERNISEDMANAGEMENTMODERNISEDMANAGEMENTMODERNISEDMANAGEMENT CLARITYCLARITYOFOFPURPOSEPURPOSECLARITYCLARITYOFOFPURPOSEPURPOSE ENGAGEMENTENGAGEMENT
  • 9. © H.K.Robson Created: 14/06/98 Last update:29/01/15 3 Dimensions of Service-Ability3 Dimensions of Service-Ability Interventions of many types, at all levels & many disciplines