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Service in Corporate Excellence: The Human Equation. Tan Tat Jin. www.capelleconsulting.com. our Facebook: www.facebook.com/CapelleConsulting. http://blog.capelleconsulting.com/about/. Service in Corporate Excellence: The Human Equation. Theme: Mindset, Cultures and Values.

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service in corporate excellence the human equation

Service in Corporate Excellence: The Human Equation

Tan Tat Jin

www.capelleconsulting.com

our Facebook:www.facebook.com/CapelleConsulting

http://blog.capelleconsulting.com/about/

service in corporate excellence the human equation1

Service in Corporate Excellence: The Human Equation

Theme: Mindset, Cultures and Values

www.capelleconsulting.com

our Facebook:www.facebook.com/CapelleConsulting

http://blog.capelleconsulting.com/about/

session process
Session process
  • Presentation
  • Dr Poh’s sharing of personal experience
  • Group sharing
  • Panel Q and A
built to last
Built to last

Holistic Interventions

holistic interventions
Holistic Interventions

Hardware & Assets

Software 

Heartware 

hardware assets
Hardware & Assets
  • Buildings: what & where?
  • Machines
  • Materials
  • Finances
  • Intellectual properties
  • People (headcounts)
software
Software
  • Operation or business models
  • Systems & work processes
  • Organizational structure
  • Methods
  • Policies
heartware
Heartware
  • Commitment
  • Practices
  • Values/ Mindset
  • Social norms
  • Loyalty/ Stickability
holistic interventions1
Holistic Interventions

While interventions take place almost concurrently, hardware, software and heartware progress at different speed!

Hardware

Software

“Heartware” takes a longer time to change

Heartware

Time

building organization capability human equation

Culture

Finance

Technology

Organization

Capability

STRATEGY

Competence

Condition

Brand & intangible assets

Building Organization CapabilityHuman Equation

Desired

State

Current

State

typology of change journeys1
Typology of change journeys

背水而战

(To battle with back against the water)

typology of change journeys4
Typology of change journeys

Negative Energies

Fearful; Anxious, Pessimistic…

Decision-making

Take risks; Fast; Chop and Change

Time horizon

Short-term

“We have no choice!”

Rally cries

typology of change journeys5
Typology of change journeys

Business as usual; No sense of urgency, Fatalistic

Negative Energies

Decision-making

Take some risks; Incremental changes

Time horizon

Medium term

“Beat our enemies and be the #1 or top 4!”

Rally cries

typology of change journeys6
Typology of change journeys

Complacent; Indifferent; “It ain’t broke, don’t fix it”

Negative Energies

Take low risks and protective actions; Planned change

Decision-making

Time horizon

Long-term

“No complacency – need to forge ahead!”

Rally cries

what is culture
What is culture?

Shared set of beliefs, values, attitudes,andpracticesthat characterizes an institution, organization or group

elements of culture
Elements of Culture

Service excellence is a strategic driver for the Company’s long-term success

Basic Assumptions

elements of culture1
Elements of Culture

SIA goes to great lengths

Core Values

Customer first: Our customers are foremost in our minds all the time. We go the extra mile to

exceed their expectations

Basic Assumptions

elements of culture2
Elements of Culture

SIA Girl image

Artifacts, Structures & Symbols

Recruit quality staff, provide rigorous service training and pay well

Norms, Policies & Practices

Customer First

Core Values

Service excellence is a strategic driver for the Company’s long-term success

Basic Assumptions

values are like roots central to culture
Values are like roots – central to culture

Artifacts, Structures & Symbols

Norms, Policies & Practices

Core Values

Basic Assumptions

culture change
Culture Change

Fragmented

(Thin)

Integrated

(Thick)

Sub-cultures are valued: Superficial efforts are made to common up values, norms and practices

Gaps exist between Espoused values and values-in-use

One-culture is valued: Genuine efforts are made to common up values, norms and practices

Consistent Espoused values and values-in-use

culture building journey
Culture Building Journey

Desired State

Change Initiative

Journey

Current State

culture building journey1
Culture Building Journey

Lifestyle: Adopt

Level 3

Adoption Level

Living Out: Apply

Level 2

Learning: Aware

Level 1

Time

Time

culture building journey2
Culture Building Journey

Lifestyle: Adopt

Mindset

  • Imperatives
  • Intention
  • Implications

Level 3

Adoption Level

Living Out: Apply

Level 2

Learning: Aware

Level 1

Time

Time

culture building journey3
Culture Building Journey

Lifestyle: Adopt

Skillset

  • Tools
  • Processes
  • Implementation

Level 3

Adoption Level

Living Out: Apply

Level 2

Learning: Aware

Level 1

Time

Time

culture building journey4
Culture Building Journey

Lifestyle: Adopt

Valueset

  • Review
  • Institutionalization
  • Re-examination

Level 3

Adoption Level

Living Out: Apply

Level 2

Learning: Aware

Level 1

Time

Time

culture change1
Culture Change

Conditioning

  • Outcome: Quick results
  • Method: Reward and punishment

Desired

values

Current

values

Inculcation

  • Outcome: Lasting results
  • Method: Participation and involvement
simon sinek how great leaders inspire action
Simon Sinek: How great leaders inspire action

http://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action.html

Lifestyle: Adopt

Mindset

  • Imperatives
  • Intention
  • Implications

Level 3

Adoption Level

Living Out: Apply

Level 2

Learning: Aware

Level 1

Time

Time

simon sinek how great leaders inspire action1
Simon Sinek: How great leaders inspire action

http://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action.html

Golden Circle

simon sinek how great leaders inspire action2
Simon Sinek: How great leaders inspire action

http://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action.html

  • Why?
  • How?
  • What?

Inside Out

Communication

Outside In

Communication

leaders inspiring action illustration
Leaders Inspiring Action - illustration
  • Kemmons Wilson, Memphis Tennessee was inspired to build his own motel .
  • Disappointed by poor quality and inconsistent roadside accommodations during a family road trip to Washington, D.C.
  • First Holiday Inn, 1941. Summer Avenue in Memphis, the main highway to Nashville
  • Why?
  • How?
  • What?

Inside Out

Communication

Outside In

Communication

dr poh poc huck
Dr Poh Poc Huck

Current: Manufacturing Director, Shell

  • Dr.
  • Dis…
  • Div…
slide42

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thank you
Thank You!

Capelle Consulting

Tel: 6-325-4982 Fax: 6-224-0723

www.capelleconsulting.com

our Facebook:www.facebook.com/CapelleConsulting

http://blog.capelleconsulting.com/about/