A Systems Perspective Framework of Malcolm Baldrige Standard
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Transcript of A Systems Perspective Framework of Malcolm Baldrige Standard
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STRENGTHENING INTERPERSONAL
RELATION AND SERVICE ATTITUDE COMPETENCIES OF
LIBRARY STAFF
ByDR. CONRADO E. IÑIGO, JR.
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A Systems Perspective Framework of Malcolm Baldrige Standard
ORGANIZATIONAL PROFILE: ENVIRONMENT, RELATIONSHIPS, and CHALLENGES
Strategic Planning
Leadership
Human Resource
Focus
Customer and Market
Focus
Business/ Organizational Performance
Results
Measurement, Analysis, and Knowledge Management
Process Management
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Developing Personal Potential(Leadership)
• Stephen Covey, author of Seven Habits of Highly Effective People, defines a habit as the intersection of knowledge, skill and desire.
• He arranges seven habits along a continuum from dependence to interdependence.
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Developing Personal Potential
• Each habit builds on the previous one so individuals grow further along the maturity continuum as they develop personal effectiveness habits.– Dependent people expect someone to take care of
them and blame others when things go wrong.– Independent people have developed a sense of self-
worth and an attitude of self-reliance.– Interdependent people realize that it is best to work
cooperatively with others.
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Developing Personal Potential
• Covey’s first three habits deal with self-reliance and self-mastery. These are private victories.
• Habit 1: Be Proactive– Be responsible, think of solutions
• Habit 2: Begin With The End In Mind– Start with a clear mental image of your destination
• Habit 3: Put First Things First– Focus on preserving and enhancing relationships
and on accomplishing results
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Effective Interdependence
• The first three habits build a foundation on independence, from which one can move to interdependence—caring, productive relationships with others which Covey calls public victories.
• When a person moves to interdependence, he steps into a leadership role.
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Effective Interdependence
• Habit 4: Think Win-Win– Implies understanding that without
cooperation, the organization cannot succeed.
• Habit 5: Seek First To Understand, Then To Be Understood– Requires a nonjudgmental attitude. Emphatic
listening gets inside another person’s frame of reference.
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Effective Interdependence
• Habit 6: Synergize– Synergy is the combined action that occurs
when people work together to create new alternatives and solutions. The essence of synergy is to value and respect differences.
• Habit 7: Sharpen The Saw– Process of using and continuously renewing
the physical, mental, spiritual, and social aspects of life.
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Habit 1-Be Proactive (Positive Self)
Basic Principles of Maximizing your Mind Power
To change ourselves effectively, we have to change first our perceptions/mindsets.Psychologists viewpoint-
PMA=CM (5 senses, thinking) + SCM (6th sense, feeling)
Silva Method – Alpha, Beta, Theta, Delta
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• The Secret by Rhonda Byrne
• Everything is energy. You’re an energy magnet, so you electrifically energize yourself to every thing you want.
• Your mission is what you can give to yourself- enjoy quality life.
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• Everything that’s coming into your life you are attracting into your life. And it’s attracted to you by virtue of the image you’re holding in your mind.
• Every thought of yours is a real thing – a force, a magnet.
• The SECRET is the Law of Attraction.
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PROACTIVE REACTIVE1. Focus on things you
can control (ourselves, attitude)
2. I’ll do it.3. Continue to be
hardworking person.4. Are not easily
offended.
5. Think about solutions and options.
6. Be first to apologize.
1. Worry on things you can’t control (color of skin, parents, weather)
2. I’ll try.3. Scrutinize your
friend and find his weakness.
4. Victimitis virus (blame and complain).
5. Think about problems and barriers.
6. Don’t apologize.
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Begin today with the image(visualization), picture, or paradigm of the end of your life as your frame of reference.To begin with the end in mind means to start with a clear understanding of your PERSONAL GOALS. It is based on the principle that Like Attracts Like or Positive Attracts Positive.
HABIT 2 BEGIN TODAY WITH THE END IN MIND
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HABIT 3 FIRST THINGS FIRST
Time management is attitude management
Important – activities that can contribute to your mission, dreams, and goals
Urgent – pressing things, activities that require immediate attention
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HABIT 4 WIN/WIN
• An attitude towards life, a mental frame of mind that says I can win and so can you. It is the foundation for getting along well with other people.
• Competition is healthy when you compete against yourself, or when it challenges you to reach and stretch and become the best.
• Competition becomes negative when you tie your self worth into winning or when you use it as a way to place yourself above another. Don’t develop a “superiority complex”.
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HABIT 5 UNDERSTAND, THEN TO BE UNDERSTOOD• The important element of LOVE
is understanding.
Understanding the individual differences.
Emotional Quotient (EQ) - understanding the emotions/sentiments of individuals.
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HABIT 6 SYNERGIZE
• Synergy is achieved when two or more people work together to create a better solution, It’s not your way or my way, but a better way, a higher way.
• It is more than just a compromise or cooperation. Compromise is 1+1=1 ½. Cooperation is 1+1=2. Synergy is 1+1=3 or more. It is a creative cooperation and teamwork. The whole is greater than the sum of the parts.
• Effective decision making requires synergy.
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HABIT 7 SELF RENEWAL (Sharpen the Saw)
• 1. Soul (Spiritual Dimension) – meditate, pray, keep a journal, take in quality media.
• 2. Heart (Emotional Dimension) – build relationship, give service, smile and laugh.
• 3. Body (Physical Dimension) – exercise, eat healthy, sleep well, relax.
• 4. Mind (Mental Dimension) – read, educate, write, learn new skills.
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TRUST - THE KEY FACTOR IN A GLOBAL ECONOMY
• Trust means confidence. The opposite of trust-distrust-is suspicion.When you trust people, you have confidence in them,in their integrity and in their abilities.
• Trust affects us 24/7,365 days a year. It affects the quality of every relationship, every communication every work and every transaction.
• Lack of trust within an organization saps its energy, fosters a climate of suspicion, completely devastates teamwork and replaces it with internal politics.
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• Trust produces results. Results build brand loyalty. Results inspire and fire up a winning culture.
• Low trust is the greatest cost in life and in organizations, including families. Low trust creates hidden agenda, politics, interpersonal conflicts, interdepartmental rivalries,defensive and protective communication.
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Traditional Business FormulaStrategy x Execution = Results
(Strategy x Execution)Trust = Results
The ability to establish, grow and extend trust with all stakeholders-customers,
employees, investors, managers - is the key leadership competency of the new global
economy.
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THE 4 CORES OF CREDIBILITY (Self Trust)
• The first two cores deal with character (Integrity and Intent); the second two with competence(Capabilities and results)
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CORE 1 - INTEGRITY“I look for three things in hiring people. The first is personal integrity, the secfond is intelligence, and the third is a high energy level. But if you don’t have the first, the other two will kill you” –Warren Buffett, CEO,Berkshire Hathway
• Integrity means honesty. Honesty includes not only telling the truth, but also leaving the right impression.
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HOW TO INCREASE YOUR INTEGRITY?
• 1. Make and Keep Commitments to Yourself (appointment, schedule, priorities)
• 2. Stand for Something (customer satisfaction, teamwork, quality mindset)
• 3. Be Open (Don’t Micromanage)
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CORE 2 - INTENT“In law, a man is guilty when he violates the rights of
another. In ethics, he is guilty if he only thinks of doing so” – Immanuel Kant
• Intent – plan or purpose
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HOW TO IMPROVE INTENT?
• 1. Examine and Refine Your Motives (win win, understanding of individual differences)
• 2. Declare Your Intent (building trust, quality organization)
• 3. Choose Abundance (mutual benefir, solutions, sharing of resources)
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CORE 3- CAPABILITIES“People of capability inspire us”-Samaveda (Sacred
Hindu Text)
• 1. Run with Your Strengths (TASKS)
• 2. Keep Yourself Relevant (lifelong learning)
• 3. Know Where You’re Going (vision, mission, goals)
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CORE 4 - RESULTS“ You can’t create a high-trust culture unless people prodeuce results”-Craig Weatherup, former CEO,
Pepsi Co.
• Results are bottom line
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HOW TO IMPROVE YOUR RESULTS
• 1. Take Responsibility for Results (concrete outcome, accountability, apologize, solutions for improvement)
• 2. Expect to Win (law of attraction, PMA))
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MARKETING IS CUSTOMER SATISFACTION (needs and
wants)
Needs- basic Wants- added value (character and competence of employees)
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CUSTOMER SERVICE IS NOT EASY. EVERYONE HAS AT SOME TIME BEEN
CHALLENGED BY A DIFFICULT CUSTOMER. THE SKILLED
FRONTLINER IS CONSTANTLY FACED WITH SITUATIONS THAT REQUIRE THE UTMOST SKILL, DIPLOMACY,
AND POSITIVE ATTITUDE.
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CUSTOMERS ARE ANXIOUS TO RESOLVE ISSUES. WHEN THE
RESOLUTION STAGE IS DELAYED, IT GENERATES MORE FRUSTRATION
AND DISSATISFATION. YOUR GENUINE CONCERN AND UPBEAT
WILLINGNESS TO TAKE IMMEDIATE ACTION WILL BE REMEMBERED LONGER THAN THE NEGATIVE
REACTIONS.
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CUSTOMERS TALK. WHETHER SERVICE IS GOOD OR BAD, THAY TALK. IF YOU
PROVIDE EXCEPTIONAL CUSTOMER SERVICE, YOUR CUSTOMERS MAY TELL AS MANY AS TWO OR THREE PERSONS,
BUT WHEN SERVICE IS LESS THAN EXPECTED, THOSE SAME CUSTOMERS
WILL GIVE THE NEGATIVE EXPERIENCE TO TWENTY TO THIRTY POTENTIAL
CUSTOMERS.
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RESEARCH SHOWS THAT 90%- 95% OF UNHAPPY COMPLAINING CUSTOMERS
WILL BECOME OUR MOST LOYAL CUSTOMERS IF WE HANDLE THEIR
PROBLEMS IN A PROMPT, POLITE, AND
PROFESSIONAL MANNER.
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THE FIRST STEP TOWARD WORKING WITH A CHALLENGNG CUSTOMER IS TO
UNDERSTAND YOUR RESPONSIBILITY YOUR POSITION, YOU AGREED TO PROVIDE TO
THE CUSTOMER. WHEN YOU ACCEPTED AN EXCELLENT SERVICE TO YOUR CUSTOMER
IN RETURN FOR A MONTHLY SALARY. STATISTICS INDICATE THAT 90% OF
CUSTOMERS ARE TURNED AWAY BY AN ATTITUDE OF FRONTLINE PERSONNEL.
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USING THE CLEAR TECHNIQUE : - CALM YOUR EMOTION, L- LISTEN ACTIVELY TO YOUR CUSTOMER, E- EMPHATIZE WITH THE CUSTOMER, A- APOLOGIZE /ACNOWLEDGE AND
R- RESOLUTION.
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“THE CUSTOMER IS THE MOST IMPORTANT VISITOR IN OUR SCHOOL. HE IS NOT
DEPENDENT ON US WE ARE DEPENDENT ON HIM. HE IS NOT AN INTERRUPTION OF OUR
WORK. HE IS THE PURPOSE OF IT. HE IS NOT AN OUTSIDER OF THE ORGANIZATION. HE IS PART OF IT. WE ARE NOT DOING HIM A FAVOR BY SERVING HIM. HE IS GIVING US
THE OPPORTUNITY TO DO SO”.- MAHATMA GANDHI