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.

6Sunday, March 4, 12

1. Make our customers happy.

• What if...?

7Sunday, March 4, 12

2. Improve processes to make customers happy.

• Put customers at the center.

• Listen and alleviate their pain.

• Optimize processes to delight customers: Wow! factor.

8Sunday, March 4, 12

Pay attention to Moments of Truth

9Sunday, 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...

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?

11Sunday, March 4, 12

3. Build healthy relationships with customers and our team.

• Respect and trust others and you will get respect and trust in return.

12Sunday, March 4, 12

4. Make little improvements every week.

13Sunday, March 4, 12

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).

13Sunday, March 4, 12

5. Create an enabling work environment.

14Sunday, March 4, 12

5. Create an enabling work environment.

People

Processes

Technology

Structure

Measurements & Rewards

14Sunday, March 4, 12

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.

15Sunday, March 4, 12

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

16Sunday, March 4, 12

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.

19Sunday, March 4, 12

THANK YOU!

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20Sunday, March 4, 12