DeliveringHappinesstoYourInternalCustomers–TrainingEmployeesto

PerformBeyondExpecta?on

Prof.ReneT.Domingo

AsianIns3tuteofManagementrtd@aim.edu

www.rtdonline.com

Howtomanageemployeessothattheywouldalwaysenjoy and not just 

perform theirjobs?

“GOING THE EXTRA MILE”

ParadigmShiF

WorkingtoServing

Workingtoearnalivingto

Servingothers(internal/externalcustomers)

EXTERNAL CUSTOMERS 

         INTERNAL CUSTOMER 

     INTERNAL CUSTOMER 

 INTERNAL CUSTOMER 

SUPPLIERS 

1 

2 

3 

“WORKING” “SERVING”

ParadigmShiF

Happinessatworkisnotdoinglessorearningmore

Happinessatworkis

findingmeaningandpurposeineverythingyoudoeveryworkingday

Happinessatworkislikingwhatyouaredoingallthe

?me

Threethingsthatcancauseeternalpainifnotchosencarefully

1.  yourshoes2.  yourpillow/bed3.  yourjob/boss

Happinessatworkisfindingsomethingyouenjoydoingand

findingsomebodywhowillpayyoufordoingit.

The“9:00to5:00”employee

“80% of quality problems are caused by management, and 20% by workers. ”

W.EdwardsDeming1900‐1993

BORED CARPENTER "I'm hammering a nail."

INDIFFERENT CARPENTER "I'm making a door."

HAPPY CARPENTER "I'm building a church."

THREE CARPENTERS

BORED NURSE "I'm following the doctor’s orders."

HAPPY NURSE "I'm saving a precious life."

INDIFFERENT NURSE "I'm treating a patient in room 453."

THREE NURSES

BORED WORKER "I'm soldering."

INDIFFERENT WORKER "I'm making a chip."

HAPPY WORKER "I make planes fly safely."

THREE SEMICON ASSEMBLERS

“Aseniormemberofthe“DedicatedMaintenanceCrew”fliesaboardtheplane,whateverthedes?na?on,aFereachmajor

overhaulorrepair.”

“Good service is not an accident.”

“It is better to aim for perfection and miss the target, than to aim for imperfection and achieve it.”

-Thomas J. Watson, Jr.

AIMING FOR PERFECTION

Whoisbeaer?

TARGET ACTUAL VARIANCE

A 100

B 75

95

75

5

0 75

97

Nextperiod

Total Quality Management by Prof. Rene T. Domingo, AIM

Knowledgedriventraining Skillsdriventraining

Howtogiveanswers Howtoaskques?ons

Socrates

Problemsolvers

“hammerlookingforanail”

Opportunityseekers

trainingforexcellence=

lead,engage,inspire,serve,enjoy,forget

“theconceptofgivingback”

QuadrupleBoaomLine

• economic

•  social• environmental

•  spiritual

DeliveringHappinesstoYourInternalCustomers–TrainingEmployeesto

PerformBeyondExpecta?on

Prof.ReneT.Domingo

AsianIns3tuteofManagementrtd@aim.edu

www.rtdonline.com

Ifyouneedspeakersforyourcorporateevents,orifyouwouldlikeanin‐houseseminar,callusat(02)813‐2703/32,text0922‐8980046oremailinquiry@saltandlight.ph.