paul iske presentatie kennisnetwerk hrm
DESCRIPTION
Presentatie Paul Iske op Event Kennisnetwerk HRM 2012TRANSCRIPT
![Page 1: Paul iske presentatie kennisnetwerk hrm](https://reader034.vdocuments.net/reader034/viewer/2022051400/54c472844a79593d0b8b4663/html5/thumbnails/1.jpg)
Prof. dr. Paul Louis Iske University Maastricht Chief Dialogues Officer, ABN AMRO
HRM and Paradigm Shifts From Customer-Relationship Management to Customer-Managed Relationships!
![Page 2: Paul iske presentatie kennisnetwerk hrm](https://reader034.vdocuments.net/reader034/viewer/2022051400/54c472844a79593d0b8b4663/html5/thumbnails/2.jpg)
HRM Meets Customer De Horst, November 2nd, 2012 2
The world is getting more and more complex
This asks for Agility
![Page 3: Paul iske presentatie kennisnetwerk hrm](https://reader034.vdocuments.net/reader034/viewer/2022051400/54c472844a79593d0b8b4663/html5/thumbnails/3.jpg)
HRM Meets Customer De Horst, November 2nd, 2012 3
Our beliefs …
“We have no problem with Agility!”
![Page 4: Paul iske presentatie kennisnetwerk hrm](https://reader034.vdocuments.net/reader034/viewer/2022051400/54c472844a79593d0b8b4663/html5/thumbnails/4.jpg)
HRM Meets Customer De Horst, November 2nd, 2012 4
Agile or Trapped in Patterns?
![Page 5: Paul iske presentatie kennisnetwerk hrm](https://reader034.vdocuments.net/reader034/viewer/2022051400/54c472844a79593d0b8b4663/html5/thumbnails/5.jpg)
HRM Meets Customer De Horst, November 2nd, 2012 5
Innovation
Innovation is the process in which value
is created by the application of knowledge
in areas where this didn’t happen before.
![Page 6: Paul iske presentatie kennisnetwerk hrm](https://reader034.vdocuments.net/reader034/viewer/2022051400/54c472844a79593d0b8b4663/html5/thumbnails/6.jpg)
HRM Meets Customer De Horst, November 2nd, 2012 6
6 images by JAM
customer
segments
key
partners
cost
structure
revenue
streams channels
customer
relationships
key
activities
key
resources
value
proposition
![Page 7: Paul iske presentatie kennisnetwerk hrm](https://reader034.vdocuments.net/reader034/viewer/2022051400/54c472844a79593d0b8b4663/html5/thumbnails/7.jpg)
HRM Meets Customer De Horst, November 2nd, 2012 7
• Client = Employee Co-creation (Key Resources, Channels) • Competitor = Colleague Open Innovation • Stranger = Strategic Partner Combinatoric Innovation • Crisis = Opportunity Restructuring • Succes = Danger Disruptive Innovation • Change = Fun Fashion • Knowledge = Commodity Rising Knowledge Economies • Valuable = Free Free Content (Revenu Streams) • Client = Account Manager Qiy (Customer Relationships) • Authority = Powerless Publishers (Knowledge Resources) • Best Practices = Worst Practices Land Lines • Money & Sustainability = Good pair Green Energy • IP = Outdated Open Source • Diversity = Asset Ideo • Certainties = Fake Portfolio Management • Risk = Attractive Insurances • Poor = Rich Bottom of Pyramid (Customer Segment, Cost Structure) • Small = Big Crowfunding (Cost Structure) • Play = Serious LEGO Serious Play (Customer Segment) • Failure = Blessing Brilliant Failures
![Page 8: Paul iske presentatie kennisnetwerk hrm](https://reader034.vdocuments.net/reader034/viewer/2022051400/54c472844a79593d0b8b4663/html5/thumbnails/8.jpg)
HRM Meets Customer De Horst, November 2nd, 2012 8
![Page 9: Paul iske presentatie kennisnetwerk hrm](https://reader034.vdocuments.net/reader034/viewer/2022051400/54c472844a79593d0b8b4663/html5/thumbnails/9.jpg)
HRM Meets Customer De Horst, November 2nd, 2012 9
Who owns Who?
CRM: Customer Relationship Management
OR
CMR: Customer Managed Relationship ?
![Page 10: Paul iske presentatie kennisnetwerk hrm](https://reader034.vdocuments.net/reader034/viewer/2022051400/54c472844a79593d0b8b4663/html5/thumbnails/10.jpg)
HRM Meets Customer De Horst, November 2nd, 2012 10
New Technology Old Organisation ------------------------------- + Expensive Old Organization
NT + OO = EOO
A well-known formula
![Page 11: Paul iske presentatie kennisnetwerk hrm](https://reader034.vdocuments.net/reader034/viewer/2022051400/54c472844a79593d0b8b4663/html5/thumbnails/11.jpg)
HRM Meets Customer De Horst, November 2nd, 2012 11
Copyriht © Eli Lilly and Company
Are we in Dialogue with the customer?
![Page 12: Paul iske presentatie kennisnetwerk hrm](https://reader034.vdocuments.net/reader034/viewer/2022051400/54c472844a79593d0b8b4663/html5/thumbnails/12.jpg)
HRM Meets Customer De Horst, November 2nd, 2012 12
Loyalty vs. satisfaction
Terrorists
Ambassadors
![Page 13: Paul iske presentatie kennisnetwerk hrm](https://reader034.vdocuments.net/reader034/viewer/2022051400/54c472844a79593d0b8b4663/html5/thumbnails/13.jpg)
HRM Meets Customer De Horst, November 2nd, 2012 13
Ambassadors identify themselves
![Page 14: Paul iske presentatie kennisnetwerk hrm](https://reader034.vdocuments.net/reader034/viewer/2022051400/54c472844a79593d0b8b4663/html5/thumbnails/14.jpg)
HRM Meets Customer De Horst, November 2nd, 2012 14
9 PRINCIPLES FOR ENTHUSIASM (B. Mager)
• Relief: unexpected help, getting rid of tasks, getting rid of
responsibilities, decision support, saving time
• Flexibility: spontaneous reaction, adaptiveness, differing from standards, caring for individual needs
• Prudence: thinking outside the box, being one step ahead, consideration of circumstances
• Generosity: excess, lavish, more than the necessary
• Authenticity: sincerity, honesty, transparency, confidence
• Belonging: interaction, synergistic effect, being a part, feeling supported
• Exclusiveness: rareness, limitation, luxury
• Success: pride, reached aims, affirmation
• Completion: beauty, virtuosity, perfection, ‘the divine’
![Page 15: Paul iske presentatie kennisnetwerk hrm](https://reader034.vdocuments.net/reader034/viewer/2022051400/54c472844a79593d0b8b4663/html5/thumbnails/15.jpg)
HRM Meets Customer De Horst, November 2nd, 2012 15
Loyalty: Sense of belonging
If we build it, they will use it !
If they use it, it will build itself !
![Page 16: Paul iske presentatie kennisnetwerk hrm](https://reader034.vdocuments.net/reader034/viewer/2022051400/54c472844a79593d0b8b4663/html5/thumbnails/16.jpg)
HRM Meets Customer De Horst, November 2nd, 2012 16
Creati
vit
y
Cu
sto
mer F
ocu
s
Ou
tward
Loo
kn
g
Netw
orkin
g
Su
sta
imab
ilit
y
Div
ersit
y
Cle
ar M
issio
n
Siz
e
![Page 17: Paul iske presentatie kennisnetwerk hrm](https://reader034.vdocuments.net/reader034/viewer/2022051400/54c472844a79593d0b8b4663/html5/thumbnails/17.jpg)
HRM Meets Customer De Horst, November 2nd, 2012 17
Creativity, Networking are Spontaneous
![Page 18: Paul iske presentatie kennisnetwerk hrm](https://reader034.vdocuments.net/reader034/viewer/2022051400/54c472844a79593d0b8b4663/html5/thumbnails/18.jpg)
HRM Meets Customer De Horst, November 2nd, 2012 18
An Environment consists of 4 spaces
Physical space
Social space
Virtual space
Process space
![Page 19: Paul iske presentatie kennisnetwerk hrm](https://reader034.vdocuments.net/reader034/viewer/2022051400/54c472844a79593d0b8b4663/html5/thumbnails/19.jpg)
HRM Meets Customer De Horst, November 2nd, 2012 19
Environments for Agility (C. Leadbeater)
1. Diversity
2. Selection
3. Perpetuation
4. Co-evolution
5. Unlearning
6. Disruption
7. Simplicity
8. Spare capacity
9. Timing
![Page 20: Paul iske presentatie kennisnetwerk hrm](https://reader034.vdocuments.net/reader034/viewer/2022051400/54c472844a79593d0b8b4663/html5/thumbnails/20.jpg)
HRM Meets Customer De Horst, November 2nd, 2012 20
Creativity
Being multiparadigmatic: flexibly moving between, combining and integrating diverse ideas, perspectives, intelligences and paradigms
PO
= Provocative Operation
![Page 21: Paul iske presentatie kennisnetwerk hrm](https://reader034.vdocuments.net/reader034/viewer/2022051400/54c472844a79593d0b8b4663/html5/thumbnails/21.jpg)
HRM Meets Customer De Horst, November 2nd, 2012 21
Increasing the Creativity Score
![Page 23: Paul iske presentatie kennisnetwerk hrm](https://reader034.vdocuments.net/reader034/viewer/2022051400/54c472844a79593d0b8b4663/html5/thumbnails/23.jpg)
HRM Meets Customer De Horst, November 2nd, 2012 23
Combinatoric Innovation
Combinatoric Innovation is the process of discovering new ways of value creation by combining and applying previously disconnected intellectual capital from two or more sources.
Community of Serendipity
![Page 24: Paul iske presentatie kennisnetwerk hrm](https://reader034.vdocuments.net/reader034/viewer/2022051400/54c472844a79593d0b8b4663/html5/thumbnails/24.jpg)
HRM Meets Customer De Horst, November 2nd, 2012 24
“If we knew what we are doing, we wouldn’t call it innovation”
Serendipity as key process
![Page 29: Paul iske presentatie kennisnetwerk hrm](https://reader034.vdocuments.net/reader034/viewer/2022051400/54c472844a79593d0b8b4663/html5/thumbnails/29.jpg)
HRM Meets Customer De Horst, November 2nd, 2012 29
DIALOGUES HOUSE Home for Innovation, Entrepreneurship, Sustainability and Collaboration
![Page 32: Paul iske presentatie kennisnetwerk hrm](https://reader034.vdocuments.net/reader034/viewer/2022051400/54c472844a79593d0b8b4663/html5/thumbnails/32.jpg)
HRM Meets Customer De Horst, November 2nd, 2012 32
CONCLUSIONS
• CREATE THE RIGHT, OPEN ENVIRONMENT FOR AGILITY
• SERENDIPITY IS A CRUCIAL BUSINESS PROCESS
• INNOVATION BY COMBINATION OPENS NEW POSSIBILITIES
• THIS REQUIRES TRUST, MORE THAN CONTROL !
• FAILURE IS AN OPTION!