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OPERATING MODEL EXERCISE SPIRIT Continuous improvement Conquering Relationships STRATEGY Solid and reliable The best in the market Exclusive results STRUCTURE Order and structure Chaos allowed Decentralized STYLE Disciplined Innovationoriented Delegation STAFF Deliver in team Develop yourself Team up SKILLS Process-oriented Redefine state-of-the-art Solutionsoriented SYSTEMS Efficiency Innovation successes Intimacy AS IS TO BE 11 | © Prof. dr. Kurt Verweire and Peter Roelandt Vlerick Leuven Gent Management School, Belgium Sept. The Power of Execution SPIRIT (CULTURE & VALUES) Continuous improvement • Process-oriented organization Conquering • Decide today, implement tomorrow • Flawless and no-hassle execution • Creating the future: explore and exploit • A culture that abhors waste and rewards efficiency • Strong internal competition makes us all stronger • There is only one way – the efficient way – to do everything • Our culture stimulates individual imagination, accomplishment, and outof-the-box thinking Relationships • Getting smarter about markets, customers, customers’ competitors and the state of its art • Developing partnerships to reach intimacy with the customer • Go for the specific rather than the general • Create relationships with our customers like with our best neighbours © Prof. dr. Kurt Verweire and Peter Roelandt Vlerick Leuven Gent Management School, Belgium 2 STRATEGY (CUSTOMERS - PRODUCTS - VALUE DIMENSIONS) Solid and reliable • We make our products and services available for everybody • Focus is on the core product, not on fancy value dimensions • We deliver high quality at a low and fair price • We do everything to make the buying process as easy and convenient as possible The best in the market • Our products are the best and most innovative in the market • People are attracted with our products • It is our ambition to inspire people with our products • Our strategy is to constantly try to go one better than competitors Exclusive results • We focus our efforts on a well-chosen segment of attractive customers • We deliver results. Not safisfaction, not delight, but the best possible solution to a customer’s needs • We are experts in the business and are able to understand the customer’s underlying problem • We are able to deliver unmatched customer value © Prof. dr. Kurt Verweire and Peter Roelandt Vlerick Leuven Gent Management School, Belgium 3 STRUCTURE (ORGANIZATION) Order and structure • Our organization benefits from organizational discipline • We have a centralized, regimented, and standardized structure • Quality teams with people from different departments help us to improve our work processes, all over the organization Chaos allowed • Our organization is fluid and flexible • We continuously shift resources to the project or market where the action is • Our structure allows to grasp opportunities when they are there • Our business structure is loosely knit, ad hoc, and ever-changing to adjust to the entrepreneurial initiatives Decentralized • Decentralization and empowerment are key concepts in our organization • Sharing of knowledge is crucial for the existence of our organization • We are flat and lean; flat to stimulate entrepreneurship, lean to allow for maximum flexibility © Prof. dr. Kurt Verweire and Peter Roelandt Vlerick Leuven Gent Management School, Belgium 4 STYLE Disciplined • Disciplined management style Innovation-oriented • Decisive, and risk-oriented Delegation • Flexibility and adaptability counts • Conformance to the plans • “Out-of-the-box” and experimentation • No exceptions • Future-driven • Service-oriented • Personal pride © Prof. dr. Kurt Verweire and Peter Roelandt Vlerick Leuven Gent Management School, Belgium 5 STAFF (HR MANAGEMENT) Deliver in team • Our people deliver. Right in time, and according to clear and well-defined specifications • The team is what counts; individuals should wonder whether they can contribute to the team and the organization • Everybody know the battle plan. When the buzzer sounds, everybody knows exactly what to do Develop yourself • We stimulate creativity and free spirits. Making mistakes is not an issue • The individual is what counts. Talents are the agents of our company’s success • Multi-functional teams and diversity help you develop yourself! Team up • Our people are our customers’ partners. They need to know what keeps the customer awake • People close to the customer are in the driver’s seat • Our people need to be flexible: they need to be prepared to go above and beyond the call of duty of our clients © Prof. dr. Kurt Verweire and Peter Roelandt Vlerick Leuven Gent Management School, Belgium 6 SKILLS (MANAGEMENT SYSTEMS/STYLES - CORE PROCESSES) Process-oriented • Professionals in their field Redefining state-of-the-art • Set standards for the market • Process management and process improvement • Our IT systems allow to produce highly standardized products and services • First-movers – visionary companies • People committed to bring their idea to life Solutions-oriented • Customers knowledge and very skilled in building tight customer relations • Change-oriented • Service-orientation • “Decide today, implement tomorrow” • Breakthrough product development and cultivation of markets are our major skills © Prof. dr. Kurt Verweire and Peter Roelandt Vlerick Leuven Gent Management School, Belgium 7 SYSTEMS (DIRECTION & GOAL SETTING - EVALUATION & CONTROL) Efficiency • Our control systems are based on detailed measures of every element of the operation • Streamlined and highly standardized systems, centrally planned • Integrated operational processes focusing on transaction efficiency and cost minimization Innovation successes • Explore new markets and Intimacy • Measure share-of-wallet exploit the potential • Broad and challenging goals are defined • Pay for performance – reward the winners! • Management systems that are results-driven, that measure and reward new product success, and that don’t punish the experimentation needed to get there • Measure customer satisfaction and lifetime value, and involve the customer in all key processes • Develop systems that spread knowledge in the organization © Prof. dr. Kurt Verweire and Peter Roelandt Vlerick Leuven Gent Management School, Belgium 8