Plenary 1. Gerard van Grinsven - Anticipating the Customers Unexpressed Wishes and Needs
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Anticipating the Customers Unexpressed Wishes and Needs
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Transcript of Plenary 1. Gerard van Grinsven - Anticipating the Customers Unexpressed Wishes and Needs
Anticipating the Customers
Unexpressed Wishes and Needs
Henry Ford West Bloomfield Hospital
“If you don’t like change,
you are going to like
irrelevance even less”
General Eric Shinseki
“Doing more of what you are
already doing and expecting
a different result is a sign of
insanity.”
Albert Einstein
Value Innovation: The Cornerstone of Blue Ocean Strategy
Cost savings are made by eliminating and reducing the factors an industry competes on. Buyer
value is lifted by raising and creating elements the industry has never offered. Over time, costs
are reduced further as scale economies kick in due to the high sales volumes that superior
value generates.
Costs
Buyer
Value
Value
Innovation
The Simultaneous Pursuit of Differentiation and Low Cost
The Four Actions Framework
Reduce
Which factors should
be reduced well
below the industry’s
standard?
Eliminate
Which of the factors
that the industry
takes for granted
should be eliminated?
Raise
Which factors should
be raised well
above the industry’s
standard?
Create
Which factors should
be created that
the industry has
never offered?
A New
Value
Curve
Talent
Unteachables
Imagine. …
Teach
able
s
Skill
/Know
ledge
70 30 65 35 60 30 55 45 50 50 45 55 40 60 35 65 30 70 25 75 % %
Talent-Based
OrganizationSM
(TBOSM
)
Sustained
Excellence
(SE)
High Performance
Culture
(HPC)
Customer
Advocacy
(CA)
8-10
8-10
8-10
8-10
Vision
Mission
VALUES
BY DESIGN –— WORLD CLASS/BEST PRACTICE ORGANIZATION
Henry Ford West Bloomfield Hospital
Henry Ford West Bloomfield Hospital
Henry Ford West Bloomfield Hospital
Henry Ford West Bloomfield Hospital
Henry Ford West Bloomfield Hospital
Henry Ford West Bloomfield Hospital
Henry Ford West Bloomfield Hospital
Henry Ford West Bloomfield Hospital
Henry Ford West Bloomfield Hospital
