Transcript Six types of customer

The four ‘C’s of a confident organisation
Collaborative
Creative
Controlling
Competent
doing things together
doing things first and better
doing things right and the right way
doing things fast and efficiently
Excellence depends upon...
Caring more than others think is wise
Risking more than others think is safe
Dreaming more than others think is practical
Expecting more than others think is possible
K Sriram
Four stages of the change process
Denying
Dodging
Doing
this does not affect us
ignore this, don’t get involved
this is very important, we have
got to do it now
Sustaining we have a new way of moving forward
Source: Rashford and Coghlan
Four factors for enduring
organisational success
Happiness
do people enjoy being here?
Achievement have we really mastered real
problems?
Significance does our product or service create real
value for others?
Legacy
is success being maintained by investing
in people, innovation, customer needs and
systems?
Source: Nash and Howard
Five parts to the SARAH change model
S hock
A nger
R ejection
A cceptance
H elp
Five principles of change management
Always involve and seek the support of all affected
Really understand where you are starting from
Have clarity of outcomes with specific measures
Plan each stage of the process in measurable steps
Communicate early and often - don’t pull surprises
From: Alan Chapman
Eight changes essential for a really effective organisation
Tell the truth
Encourage upward truth telling
Reward contrarians
Practice having uncomfortable conversations
Admit mistakes
Go for learning from mistakes not blame
Recruit and support truth tellers
Set information free
From O’Toole and Bennis
HBR May 2009
Nine attributes of an innovative organisation
Challenge/involvement
Freedom
Trust and openness
Idea time
Playfulness and humour
Conflict
Idea support
Debate
Risk taking
Source: General Electric