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

1、John SpenceASMC 2010 Creating a Remarkable Culture A few of my clients: What does this mean to me?How can I use this idea?What can I do right away? I am NOT a guruCecil Van Tuyl“It is all about people, people, people. You can kid yourself about a lot of things in your business, but at the end of the

2、 day it will always come down to people.”The Pattern of Business Success(T + C + ECF) x DE = SuccessThe level of highly satisfied and engaged EMPLOYEES in your business.The number one factor in increasing the level of highly satisfied and engaged CUSTOMERS in your business is What do engaged employe

3、es look like?They give more discretionary effort.They consistently exceed expectations.They take more responsibility and initiative.They receive better customer service ratings.They offer more ideas for improvement.They promote and model teamwork.They volunteer more for extra assignments.They antici

4、pate and adapt better to change.They persist at difficult work over time.They speak well of the organization.1 - 10Job + Organizational Engagement = Employee EngagementActively Disengaged Employees22% Key Drivers of Customer Satisfaction and LoyaltyFinancial PerformanceQuality P&S&Customer Relations

5、hipEmployeeSatisfactionEmpowermentHigh StandardsLong-termOrientationEnthusiasm, Commitment, RespectTraining &DevelopmentFair CompensationCR= 104.12% increase in profitsCR= .404CR=.334CR=.277CR=.275CR=.249CR=.280CoachingCR=.285CR=.371CR=.365CR=.191CR=.247TolerateNothingLessFrom: Practice What You Pre

6、ach by MaisterGlobal study:16 countries529 companies15,589 respondents12Customer satisfaction drives customer loyalty and customer loyalty drives profitability 100%9080706050403020Extremely DissatisfiedSomewhatDissatisfiedSlightlyDissatisfiedSatisfiedVery SatisfiedZone of DefectionZone of Indifferen

7、ceZone of AffectionLoyaltyCustomer SatisfactionTerroristEvangelistA 5% increase in loyalty among your best customersCan produce a profit increase of 25% 85%I hate youI dont care about youI love you13Actively disengaged employees can reduce revenues by up to 22%, while highly satisfied and engaged em

8、ployees can drive profits up by as much as a 189% Culture = CashYour employees will treat your customersWhat YOU want from your employeesInnovationAccountabilityExecutionUrgencyCustomer FocusOwnership MentalityThe key elements of a winning culture: EmployeesFunFamilyFriendsFairFreedomPridePraiseMean

9、ingAccomplishment1 -10The Five Dimensions of a Great Place to WorkWhat Employees WantFocus meKnow meCare about meHear meHelp me feel proudEquip meHelp me see my valueHelp me growHelp me see my importanceHow do you do that? 1 10Provide lots of feedback and clear guidanceMake real time to discuss prob

10、lems and concernsSeek ideas and input from everyoneProvide the resources to do the job wellGive lost of recognition and rewardsProvide ample opportunities to learn and growKeep the pressure to perform realisticProvide opportunities for social interaction within the organizationPromote joy and approp

11、riate humor at workHelp people balance work and home responsibilitiesThe Six Universal Drivers of Engagement Caring, competent, and engaging leaders. Effective managers who keep employees aligned and engaged.Effective teamwork at ALL levels.Job enrichment and professional growth.Valuing employee con

12、tributions.Genuine concern for employee well being. 1 - 10“When I make a mistake I am recognized 100% of the time, but when I do something right I am NOT recognized 99% of the time.”1,300,000 interviews: Basic 4 + 1 From: The Orange Revolution by Gostick and EltonThe Rule of 3Wow breakthrough teams

13、commit to a clear and specific standard of world-class performance.No Surprises all team members are accountable for openness and honest debate, and each knows what to expect from the others.Cheer team members support, recognize, appreciate and cheer each other and the group to victoryFrom: The Oran

14、ge Revolution by Gostick and EltonWOWWhat, specifically, is the clear standard of performance that is expected / demanded from everyone in your organization?No SurprisesWhat are FIVE specific things you can do right away to increase the level of communication within your organization?CHEER! You cann

15、ot pay people to be passionate, creative and engaged. You must create a culture that inspire those behaviors through real and frequent recognition.What are FIVE specific things you can do right away to increase the level of celebration within your organization?Extreme Customer FocusWeb of Value: VOC

16、 + MOT + WOMVOCMoments Of TruthMOT Practice RoundDry CleanerHair SalonTailorPlumberMOT Bonus Round: YOUR Business!WOM = Your BEST form of advertising! 78.9%23.4%43% - 74% of purchasing decision = WOM/TYou MUST have a WOM Referral SystemIdentify Ideal CustomerReferIdeal CustomerFrom John Jantsch: The Referral EngineWOM Workshop: Best Ideas from the GroupKaizenFor those who are preparedChaos brings opportunity.ExecutionWhat are THREE things you will go home and apply right away from this workshop?The 6 Keys to a Remarkable CulturePeopleVOCMOT