InnoFuture Presentation:Maximising Business Potential Through Culture

1. Maximising Business Potential
Through Culture
Leveraging the Competitive Advantage
Margaret Manson |
Chief Inspirator | InnoFuture

2. New ‘Silicon Valley’ - Gangnam Style

3. Passion For Making a Difference

4. Business has Two Functions:
Marketing and Innovation

5. The Challenge.
Think differently about
Marketing and Innovation.

6. Complexity is the Silent Killer of Business.

7. 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?”

8. Designed to Achieve Bigger Goals:
Continental Airlines:
“On-Time Arrivals”

9. Designed to Achieve Bigger Goals:
Alcoa:
“No worker accidents”

10. Who Moved My Cheese?
Minding the Competitive Advantage
Nokia

11. Who Moved My Cheese?
Minding the Competitive Advantage
Sony

12. Who Moved My Cheese?
Minding the Competitive Advantage
Blackberry

13. Who Moved My Cheese?
Minding the Competitive Advantage
HP

14. What You Can’t See, Can Kill You!

15. Culture Pays

16. Culture Pays

17. Culture Pays
The holy union of
Product and
Customer Experience
Design
‘Insane.’

18. Culture Pays
"If we get the culture right,
then everything else,
including the customer
service, will fall into place"
Tony Hsieh, CEO, Zappos

21. Culture: a Business Process
Competitive Advantage
“If you put good people in bad systems,
you will get bad results.”
Stephen Covey

22. Culture: a Business Process
Six Steps
1. Insight 2. Roadmap 3. Leader 4. Navigators 5. Rituals 6. Toolbox
Leader-top-down-driven Process
Self-correcting Culture-bottom-up-driven Process

23. Culture - a Business Process:
Two Strategic Moves
1. Provide Direction
2. Lead by Example

24. 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.

25. 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.“

26. 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.

27. Leading by Example
Evangelising the Customer
And Employee Experience

28. 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?

29. One more thing…
This process
conditions people
for change.
Change before you
have to!