7 Lessons to Build a Great Philhealth Ruben D. Canlas Jr. POLE, Feb 29, 2012 slideshare.net/rubencanlas 1 Sunday, March 4, 12
May 17, 2015
7 Lessons to Build a Great Philhealth
Ruben D. Canlas Jr.POLE, Feb 29, 2012
slideshare.net/rubencanlas
1Sunday, March 4, 12
The Red Queen Effect
2Sunday, March 4, 12
The Red Queen Effect*
*Coined by Lee Van Valen
3Sunday, March 4, 12
The Red Queen Effect*
Alice: In our country, you'd generally get to somewhere else if you run very fast for a long time, as we've been doing.
*Coined by Lee Van Valen
3Sunday, March 4, 12
The Red Queen Effect*
Alice: In our country, you'd generally get to somewhere else if you run very fast for a long time, as we've been doing.
Red Queen: Now, here, you see, it takes all the running you can do, to keep in the same place. If you want to get somewhere else, you must run at least twice as fast as that! *Coined by Lee Van Valen
3Sunday, March 4, 12
The Red Queen Effect*
Alice: In our country, you'd generally get to somewhere else if you run very fast for a long time, as we've been doing.
Red Queen: Now, here, you see, it takes all the running you can do, to keep in the same place. If you want to get somewhere else, you must run at least twice as fast as that! *Coined by Lee Van Valen
We have to run, just to stay where we are.
To catch up, we need to run twice as fast!
3Sunday, March 4, 12
7 Lessons
1. Make our customers happy.
2. Improve processes to make our customers happy.
3. Build healthy relationships with our customers and our team.
4. Make little improvements every week.
4Sunday, March 4, 12
7 Lessons, cont’d
5. Create an enabling environment.
6. Inspire courage but tolerate failure.
7. Be the change, lead the change.
5Sunday, March 4, 12
1. Make our customers happy.
• The wow factor.
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1. Make our customers happy.
• What if...?
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2. Improve processes to make customers happy.
• Put customers at the center.
• Listen and alleviate their pain.
• Optimize processes to delight customers: Wow! factor.
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Pay attention to Moments of Truth
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Pay attention to Moments of TruthWe were told to follow up after 2 months. Two months had passed, to our dismay we were told for the second time that both applications were denied...
10Sunday, March 4, 12
Pay attention to Moments of TruthWe were told to follow up after 2 months. Two months had passed, to our dismay we were told for the second time that both applications were denied...
We’re not talking of millions of pesos here. I might just be getting a couple of thousands after enduring months of painfully communicating with this (respectable?) institution.
10Sunday, March 4, 12
Pay attention to Moments of TruthWe were told to follow up after 2 months. Two months had passed, to our dismay we were told for the second time that both applications were denied...
We’re not talking of millions of pesos here. I might just be getting a couple of thousands after enduring months of painfully communicating with this (respectable?) institution.
Is it not proper to rename PhilHealth to Feel Hell?
10Sunday, March 4, 12
Put customers at the center.
What if we could reverse the story?
How do we turn it into a Wow story?
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3. Build healthy relationships with customers and our team.
• Respect and trust others and you will get respect and trust in return.
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4. Make little improvements every week.
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4. Make little improvements every week.
• Achieve excellence
13Sunday, March 4, 12
4. Make little improvements every week.
• Achieve excellence
• One small step
13Sunday, March 4, 12
4. Make little improvements every week.
• Achieve excellence
• One small step
• At a time
13Sunday, March 4, 12
4. Make little improvements every week.
• Achieve excellence
• One small step
• At a time
• (period).
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5. Create an enabling work environment.
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5. Create an enabling work environment.
People
Processes
Technology
Structure
Measurements & Rewards
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5. Create an enabling work environment.
People
Processes
Technology
Structure
Measurements & Rewards
REMOVE
OBSTACLES.
14Sunday, March 4, 12
5. Create an enabling work environment.
People
Processes
Technology
Structure
Measurements & Rewards
14Sunday, March 4, 12
6. Inspire courage but tolerate failure.
• Take calculated risks.
• “Fail forward.”
• The faster we fail, the faster we learn, the more we move forward.
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7. Be the change; lead the change.
Leading Managing
Blaze the path Follow tested roads
Embrace change Business as usual
Thrives on uncertainty Prefers predictability
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Leading Managing
Enabler: remove obstaclesEnforcer: stick to policies
and controls
Tolerate failure Failure not an option
Inspire people through credibility and trust
Rely on your position of authority to get things done
7. Be the change; lead the change.
17Sunday, March 4, 12
7 Lessons
1. Make our customers happy.
2. Improve processes to make our customers happy.
3. Build healthy relationships with our customers and our team.
4. Make little improvements every week.
18Sunday, March 4, 12
7 Lessons, cont’d
5. Create an enabling environment.
6. Inspire courage but tolerate failure.
7. Be the change, lead the change.
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THANK YOU!
slideshare.net/rubencanlas
20Sunday, March 4, 12