上海先進半導體制造股份有限公司的優(yōu)秀企業(yè)文化介紹ASMCA課件

JohnSpenceASMC2010CreatingaRemarkableCultureJohnSpenceASMC2010CreatingAfewofmyclients:Afewofmyclients:

Whatdoesthismeantome?HowcanIusethisidea?WhatcanIdorightaway?IamNOTaguru…Whatdoesthismeantome?CecilVanTuyl“Itisallaboutpeople,people,people.Youcankidyourselfaboutalotofthingsinyourbusiness,butattheendofthedayitwillalwayscomedowntopeople.”CecilVanTuyl“Itisallabout上海先進半導體制造股份有限公司的優(yōu)秀企業(yè)文化介紹(ASMCAThePatternofBusinessSuccessThePatternofBusinessSucces(T+C+ECF)xDE=Success(T+C+ECF)xDE=SuccessThelevelofhighlysatisfiedandengagedEMPLOYEESinyourbusiness.ThenumberonefactorinincreasingthelevelofhighlysatisfiedandengagedCUSTOMERSinyourbusinessis…ThelevelofhighlysatisfiedWhatdoengagedemployeeslooklike?Theygivemorediscretionaryeffort.Theyconsistentlyexceedexpectations.Theytakemoreresponsibilityandinitiative.Theyreceivebettercustomerserviceratings.Theyoffermoreideasforimprovement.Theypromoteandmodelteamwork.Theyvolunteermoreforextraassignments.Theyanticipateandadaptbettertochange.Theypersistatdifficultworkovertime.Theyspeakwelloftheorganization.1-10WhatdoengagedemployeeslookJob+OrganizationalEngagement=EmployeeEngagementJob+OrganizationalEngagemenActivelyDisengagedEmployees…22%ActivelyDisengagedEmployees…KeyDriversofCustomerSatisfactionandLoyaltyFinancialPerformanceQualityP&S&CustomerRelationshipEmployeeSatisfactionEmpowermentHighStandardsLong-termOrientationEnthusiasm,Commitment,RespectTraining&DevelopmentFairCompensationCR=104.12%increaseinprofitsCR=.404CR=.334CR=.277CR=.275CR=.249CR=.280CoachingCR=.285CR=.371CR=.365CR=.191CR=.247TolerateNothingLessFrom:PracticeWhatYouPreachbyMaisterGlobalstudy:16countries529companies15,589respondentsKeyDriversofCustomerSatiCustomersatisfactiondrivescustomerloyalty…andcustomerloyaltydrivesprofitability

100%9080706050403020ExtremelyDissatisfiedSomewhatDissatisfiedSlightlyDissatisfiedSatisfiedVerySatisfiedZoneofDefectionZoneofIndifferenceZoneofAffectionLoyaltyCustomerSatisfactionTerroristEvangelistA5%increaseinloyaltyamongyourbestcustomers…Canproduceaprofitincreaseof25%–85%IhateyouIdon’tcareaboutyouIloveyouCustomersatisfactiondrivescActivelydisengagedemployeescan

reduce

revenues

byupto22%,whilehighlysatisfiedandengagedemployees

candriveprofitsupbyasmuchasa189%Culture=CashActivelydisengagedemployeesYouremployeeswilltreatyourcustomers…YouremployeeswilltreatyourWhatYOUwantfromyouremployeesInnovationAccountabilityExecutionUrgencyCustomerFocusOwnershipMentalityWhatYOUwantfromyouremployThekeyelementsofawinningculture:EmployeesFunFamilyFriendsFairFreedomPridePraiseMeaningAccomplishment1-10ThekeyelementsofawinningTheFiveDimensionsofaGreatPlacetoWorkTheFiveDimensionsofaGreatWhatEmployeesWantFocusmeKnowmeCareaboutmeHearmeHelpmefeelproudEquipmeHelpmeseemyvalueHelpmegrowHelpmeseemyimportanceWhatEmployeesWantFocusmeHowdoyoudothat?1–10ProvidelotsoffeedbackandclearguidanceMakerealtimetodiscussproblemsandconcernsSeekideasandinputfromeveryoneProvidetheresourcestodothejobwellGivelostofrecognitionandrewardsProvideampleopportunitiestolearnandgrowKeepthepressuretoperformrealisticProvideopportunitiesforsocialinteractionwithintheorganizationPromotejoyandappropriatehumoratworkHelppeoplebalanceworkandhomeresponsibilitiesHowdoyoudothat?1–1TheSixUniversalDriversofEngagementCaring,competent,andengagingleaders.Effectivemanagerswhokeepemployeesalignedandengaged.EffectiveteamworkatALLlevels.Jobenrichmentandprofessionalgrowth.Valuingemployeecontributions.Genuineconcernforemployeewellbeing.

1-10TheSixUniversalDriversofE“WhenImakeamistakeIamrecognized100%ofthetime,butwhenIdosomethingrightIamNOTrecognized99%ofthetime.”“WhenImakeamistakeIamre1,300,000interviews:Basic4+1From:TheOrangeRevolutionbyGostickandElton1,300,000interviews:BTheRuleof3Wow–breakthroughteamscommittoaclearandspecificstandardofworld-classperformance.NoSurprises–allteammembersareaccountableforopennessandhonestdebate,andeachknowswhattoexpectfromtheothers.Cheer–teammemberssupport,recognize,appreciateandcheereachotherandthegrouptovictoryFrom:TheOrangeRevolutionbyGostickandEltonTheRuleof3Wow–breakthrougWOWWhat,specifically,istheclearstandardofperformancethatisexpected/demandedfromeveryoneinyourorganization?WOWWhat,specifically,istheNoSurprisesWhatareFIVEspecificthingsyoucandorightawaytoincreasethelevelofcommunicationwithinyourorganization?NoSurprisesWhatareFIVEspecCHEER!!!!!

Youcannotpaypeopletobepassionate,creativeandengaged.Youmustcreateaculturethatinspirethosebehaviorsthroughrealandfrequentrecognition.WhatareFIVEspecificthingsyoucandorightawaytoincreasethelevelofcelebrationwithinyourorganization?CHEER!!!!!YoucannotpaypeExtremeCustomerFocusExtremeCustomerFocusWebofValue:VOC+MOT+WOMWebofValue:VOC+MOT+VOCVOCMomentsOfTruthMomentsOfTruthMOTPracticeRoundDryCleanerHairSalonTailorPlumberMOTPracticeRoundDryCleaneMOTBonusRound:YOURBusiness!MOTBonusRound:YOURBusWOM=YourBESTformofadvertising!78.9%23.4%WOM=YourBESTformofadvert43%-74%ofpurchasingdecision=WOM/T43%-74%ofpurchasingdecisiYouMUSThavea

WOM

Referral

SystemKnowLikeTrustTryBuyRepeatIdentifyIdealCustomerReferIdealCustomerFromJohnJantsch:TheReferralEngineYouMUSThaveaWOMReferralSWOMWorkshop:BestIdeasfromtheGroupWOMWorkshop:BestIdeasfrKaizenForthosewhoareprepared…Chaosbringsopportunity.KaizenForthosewhoarepreparExecutionWhatareTHREEthingsyouwillgohomeandapplyrightawayfromthisworkshop?ExecutionWhatareTHREEthingsThe6KeystoaRemarkableCulturePeopleVOCMOTWOMKaizenExecutionThe6KeystoaRemarkableCul上海先進半導體制造股份有限公司的優(yōu)秀企業(yè)文化介紹(ASMCATHANKYOUTHANKYOUJohnSpenceASMC2010CreatingaRemarkableCultureJohnSpenceASMC2010CreatingAfewofmyclients:Afewofmyclients:

Whatdoesthismeantome?HowcanIusethisidea?WhatcanIdorightaway?IamNOTaguru…Whatdoesthismeantome?CecilVanTuyl“Itisallaboutpeople,people,people.Youcankidyourselfaboutalotofthingsinyourbusiness,butattheendofthedayitwillalwayscomedowntopeople.”CecilVanTuyl“Itisallabout上海先進半導體制造股份有限公司的優(yōu)秀企業(yè)文化介紹(ASMCAThePatternofBusinessSuccessThePatternofBusinessSucces(T+C+ECF)xDE=Success(T+C+ECF)xDE=SuccessThelevelofhighlysatisfiedandengagedEMPLOYEESinyourbusiness.ThenumberonefactorinincreasingthelevelofhighlysatisfiedandengagedCUSTOMERSinyourbusinessis…ThelevelofhighlysatisfiedWhatdoengagedemployeeslooklike?Theygivemorediscretionaryeffort.Theyconsistentlyexceedexpectations.Theytakemoreresponsibilityandinitiative.Theyreceivebettercustomerserviceratings.Theyoffermoreideasforimprovement.Theypromoteandmodelteamwork.Theyvolunteermoreforextraassignments.Theyanticipateandadaptbettertochange.Theypersistatdifficultworkovertime.Theyspeakwelloftheorganization.1-10WhatdoengagedemployeeslookJob+OrganizationalEngagement=EmployeeEngagementJob+OrganizationalEngagemenActivelyDisengagedEmployees…22%ActivelyDisengagedEmployees…KeyDriversofCustomerSatisfactionandLoyaltyFinancialPerformanceQualityP&S&CustomerRelationshipEmployeeSatisfactionEmpowermentHighStandardsLong-termOrientationEnthusiasm,Commitment,RespectTraining&DevelopmentFairCompensationCR=104.12%increaseinprofitsCR=.404CR=.334CR=.277CR=.275CR=.249CR=.280CoachingCR=.285CR=.371CR=.365CR=.191CR=.247TolerateNothingLessFrom:PracticeWhatYouPreachbyMaisterGlobalstudy:16countries529companies15,589respondentsKeyDriversofCustomerSatiCustomersatisfactiondrivescustomerloyalty…andcustomerloyaltydrivesprofitability

100%9080706050403020ExtremelyDissatisfiedSomewhatDissatisfiedSlightlyDissatisfiedSatisfiedVerySatisfiedZoneofDefectionZoneofIndifferenceZoneofAffectionLoyaltyCustomerSatisfactionTerroristEvangelistA5%increaseinloyaltyamongyourbestcustomers…Canproduceaprofitincreaseof25%–85%IhateyouIdon’tcareaboutyouIloveyouCustomersatisfactiondrivescActivelydisengagedemployeescan

reduce

revenues

byupto22%,whilehighlysatisfiedandengagedemployees

candriveprofitsupbyasmuchasa189%Culture=CashActivelydisengagedemployeesYouremployeeswilltreatyourcustomers…YouremployeeswilltreatyourWhatYOUwantfromyouremployeesInnovationAccountabilityExecutionUrgencyCustomerFocusOwnershipMentalityWhatYOUwantfromyouremployThekeyelementsofawinningculture:EmployeesFunFamilyFriendsFairFreedomPridePraiseMeaningAccomplishment1-10ThekeyelementsofawinningTheFiveDimensionsofaGreatPlacetoWorkTheFiveDimensionsofaGreatWhatEmployeesWantFocusmeKnowmeCareaboutmeHearmeHelpmefeelproudEquipmeHelpmeseemyvalueHelpmegrowHelpmeseemyimportanceWhatEmployeesWantFocusmeHowdoyoudothat?1–10ProvidelotsoffeedbackandclearguidanceMakerealtimetodiscussproblemsandconcernsSeekideasandinputfromeveryoneProvidetheresourcestodothejobwellGivelostofrecognitionandrewardsProvideampleopportunitiestolearnandgrowKeepthepressuretoperformrealisticProvideopportunitiesforsocialinteractionwithintheorganizationPromotejoyandappropriatehumoratworkHelppeoplebalanceworkandhomeresponsibilitiesHowdoyoudothat?1–1TheSixUniversalDriversofEngagementCaring,competent,andengagingleaders.Effectivemanagerswhokeepemployeesalignedandengaged.EffectiveteamworkatALLlevels.Jobenrichmentandprofessionalgrowth.Valuingemployeecontributions.Genuineconcernforemployeewellbeing.

1-10TheSixUniversalDriversofE“WhenImakeamistakeIamrecognized100%ofthetime,butwhenIdosomethingrightIamNOTrecognized99%ofthetime.”“WhenImakeamistakeIamre1,300,000interviews:Basic4+1From:TheOrangeRevolutionbyGostickandElton1,300,000interviews:BTheRuleof3Wow–breakthroughteamscommittoaclearandspecificstandardofworld-classperformance.NoSurprises–allteammembersareaccountableforopennessandhonestdebate,andeachknowswhattoexpectfromtheothers.Cheer–teammemberssupport,recognize,appreciateandcheereachotherandthegrouptovictoryFrom:TheOrangeRevolutionbyGostickandEltonTheRuleof3Wow–breakthrougWOWWhat,specifically,istheclearstandardofperformancethatisexpected/demandedfromeveryoneinyourorganization?WOWWhat,specifically,istheNoSurprisesWhatareFIVEspecificthingsyoucandorightawaytoincreasethelevelofcommunicationwithinyourorganization?NoSurprisesWhatareFIVEspecCHEER!!!!!

Youcannotpaypeopletobepassionate,creativeandengaged.Youmustcreateaculturetha