Maximising Business Potential
Through Culture
Leveraging the Competitive Advantage
Margaret Manson | Chief Inspirator | InnoFuture
Non-Negotiable Principles
Southwest Airlines:
“THE low-fare airline”
“Will adding a chicken Caesar salad help us be“THE low-fare airline” in those markets?”
Culture Pays
"If we get the culture right, then everything else, including the customer service, will fall into place"
Tony Hsieh, CEO, Zappos
Culture: a Business Process Competitive Advantage
“If you put good people in bad systems, you will get bad results.” Stephen Covey
5. Rituals
Culture: a Business ProcessSix Steps
1. Insight 2. Roadmap 3. Leader 6. Toolbox4. Navigators
Leader-top-down-driven Process
Self-correcting Culture-bottom-up-driven Process
Providing Direction
• Vision
“We are what and where we are because we have first imagined it.” Donald Curtis
• Mission
The Mission is not a slogan.
McDonalds: Mission
• "To provide the fast food customer food prepared in the same high-quality manner world-wide that is tasty, reasonably-priced & delivered consistently in a low-key décor and friendly atmosphere.“
McDonalds: Mission
1. Key Market - the fast food customer world-wide
2. Contribution - tasty and reasonably-priced food prepared in a high-quality manner
3. Differentiation - delivered consistently(world-wide) in a low-key décor and friendly atmosphere.
Takeaway
Dig up your company’s Mission statement and examine it.
Does it provide clear answers to these 3 questions?
1. Who is our customer
2. What is our contribution: what is the core service we provide
3. What is your differentiation: What is the ONE thing you need to focus on to ensure you are on the right track and IMPROVING?
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