OPERATING MODEL EXERCISE

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1 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 1 Sept. The Power of Execution

2 SPIRIT (CULTURE & VALUES) Continuous improvement Conquering Relationships Process-oriented organization Flawless and no-hassle execution A culture that abhors waste and rewards efficiency There is only one way the efficient way to do everything Decide today, implement tomorrow Creating the future: explore and exploit Strong internal competition makes us all stronger Our culture stimulates individual imagination, accomplishment, and outof-the-box thinking 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 2

3 STRATEGY (CUSTOMERS - PRODUCTS - VALUE DIMENSIONS) Solid and reliable The best in the market Exclusive results 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 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 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 3

4 STRUCTURE (ORGANIZATION) Order and structure Chaos allowed Decentralized 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 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 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 4

5 STYLE Disciplined Innovation-oriented Delegation Disciplined management style Conformance to the plans No exceptions Decisive, and risk-oriented Out-of-the-box and experimentation Future-driven Personal pride Flexibility and adaptability counts Service-oriented 5

6 STAFF (HR MANAGEMENT) Deliver in team Develop yourself Team up 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 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! 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 6

7 SKILLS (MANAGEMENT SYSTEMS/STYLES - CORE PROCESSES) Process-oriented Professionals in their field Process management and process improvement Our IT systems allow to produce highly standardized products and services Redefining state-of-the-art Set standards for the market First-movers visionary companies People committed to bring their idea to life Decide today, implement tomorrow Breakthrough product development and cultivation of markets are our major skills Solutions-oriented Customers knowledge and very skilled in building tight customer relations Change-oriented Service-orientation 7

8 SYSTEMS (DIRECTION & GOAL SETTING - EVALUATION & CONTROL) Efficiency Innovation successes Intimacy 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 Explore new markets and 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 share-of-wallet Measure customer satisfaction and lifetime value, and involve the customer in all key processes Develop systems that spread knowledge in the organization 8