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| Date post: | 16-May-2015 |
| Category: |
Education |
| Upload: | salt-light-ventures-inc |
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DeliveringHappinesstoYourInternalCustomers–TrainingEmployeesto
PerformBeyondExpecta?on
Prof.ReneT.Domingo
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
www.rtdonline.com
Ifyouneedspeakersforyourcorporateevents,orifyouwouldlikeanin‐houseseminar,callusat(02)813‐2703/32,text0922‐[email protected].
