1. Working Towards a Citizen Centered Government – Keynote Presentation in New Zealand

    November 13, 2012 by ahmed

    Art Daniels has over 40 years’ experience in managing and developing institutions in the Canadian public service. He is widely recognized as a leader in implementing public sector change initiatives particularly in citizen focused reform initiatives. Art will be giving a keynote presentation at the World Business Capability Congress, 5-7 December 2012, Auckland, www.worldbusinesscapabilitycongress.com and assisting in the Pre-Congress 2-Day Workshop – Achieving Customer Centricity, 3-5 December 2012, Auckland, http://www.worldbusinesscapabilitycongress.com/achieving-customer-centricity

    In preparation for the Congress, Art has answered the following questions:


    1. As a recognised leader driving Canadian public sector change and customer focus reform initiatives, where do you think our public sector could improve?

    In Canada, we established the Institute for Citizen Centred Services in1998. It is a pan Canadian institution where all levels of government share research on the needs and expectations of Canadians as customers of public services. By understanding their expectations, the government has been able to improve their services every year. What they learned is that services could be improved through easy access, timely responses and services bundled around the needs of the customer.

    1. How could improvements be made at a time of decreased (real) budgets and redundancies? Could ‘lean government’ be just an ineffective as ‘bloated government’ but with less public money?

    The recent research in Canada shows an interesting dichotomy in citizen’s expectations of government. As more services are provided on-line or digitally, service results improve as they are more individualized and services are bundled around the needs of the citizen. Services in the past which were provided by a range of government agencies and departments left the customer frustrated. Now that governments are more collaborative and bundling services, the customer experience is more satisfactory. For example, “the lost wallet strategy” means that with one visit to one site, the customer can replace their driver’s license, health card, birth certificate, passport and other identification that had been lost together. This streamlining or bundling of services is part of lean government which is cost effective and reduces service time.

    1. Could any of the successes in Canada be transferred to NZ?

    We are very pleased that the government of New Zealand has partnered with the Institute of Citizen-Centered Services in Canada to provide some of the same research tools used in Canada. In New Zealand, what we refer to as citizen centered research, is called Kiwis Count. They are also using our Common Measurement Tool which allows governments to benchmark their services with each other using common questionnaires.

    1. What are the benefits of your recommendations?

    The benefits of these initiatives has resulted in government service ratings improving from a low of 48% satisfaction in 1998 to 72% satisfaction in 2012 with some services achieving over 90% satisfaction, such as fire services. The move to more digital services has allowed governments to not only improve its services but, also to effectively downsize the public services resulting in savings of labour costs. Routine clerical transactions that were provided over decades by clerks which often took weeks to complete have now been replaced by online services which can be provided instantaneously. For example, from my own experience, is the registration of a small business in Ontario. In 1998, it took 62 working days to complete this transaction; it is now completed online on the same day. In fact, the government guarantees that if they fail to complete the transaction in one day, the service is free.

    1. What culture change, within the public sector, is needed to enact change?

    The culture change which is most required in public service is a shift from a bureaucratic set of processes designed to suit the organization’s needs to a customer service culture where the needs of the customer direct the service. The important shift to a customer centered culture is when organizations move from working independently to collaboration. This is referred to as “connected government” or “joined up government”.

    1. If there was one key message you wish to convey to policy makers and business leaders in New Zealand, what would that be?

    For decades, both businesses and governments have worked in silos but, are now beginning to recognize the need for collaboration in government or strategic alliances with the private sector. Governments are also starting to recognize that partnerships with the private sector in the delivery of services can be more efficient and effective. The “holy grail” for public service reform is meeting the expectations of citizens that services can be co-ordinated around their needs rather than the needs of individual ministries, departments or branches.

  2. Win $100 for 3 Minute World Business Capability Congress Survey

    August 11, 2012 by admin
    Here’s your chance to win NZ$100 by answering a surveyabout the World Business Capability Congress.We are conducting this survey to help us plan for expected registrations at the World Business Capability Congress on 5-7 December 2012, Auckland, New Zealand.

    This survey will take less than 3 minutes to complete and closes on 10 September. We appreciate the time you spend responding to a few questions, and by doing so you are in the draw to win a NZ$100 pre-loaded debit card.

    The Congress is now getting closer – This will be a knowledge packed event with over 100 presentations (from 30 countries), 14 keynote speeches, the hosting of the New Zealand Business Excellence Awards and New Zealand’s Best Practice Competition (Deadline for entries 10 September) with over 20 organisations sharing their best practices..

    Help us bring you an even better event through completing the survey.


  3. What does your organisation do well?

    July 9, 2012 by admin
    Every organisation is good at something…every organisation has strengths and weaknesses.What we want to know is what does your organization do well?  Is it communication, teamwork, response time, customer service, marketing, branding, social responsibility, attention to detail, systems, leadership, governance, strategic planning, performance measurement, information technology, product development, innovation,  employee retention or supplier relationships? What is helping your organization to succeed and why?

    Get your colleagues together to think about this and enter your organisation into the BEST PRACTICE COMPETITION to be held at the World Business Capability Congress, Auckland, 5-7 December 2012.

    Make sure you submit an on-line entry, by 5.00pm, 10 September 2012.   The best entries will be invited to give an 8 minute presentation at the Congress. Prizes will be given for the following categories:

    • SME (less than 20 employees) – Best Practice Gold Award
    • Large organization (more than 20 employees) – Best Practice Gold Award
    • International (for teams/organizations based outside NZ) – Best Practice Gold Award.

    In addition, to the Best Practice Competition, there will be a special GLOBAL BENCHMARKING AWARD for organizations that have used benchmarking as a means to identify and implement best practices. This Award is the premier award in benchmarking and is administered by the Global Benchmarking Network (GBN).

    The World Business Capability Congress aims to make a real impact on helping organisations raise their business capability through ‘Driving Excellence> Innovation> Productivity> Export Growth‘. This will be a knowledge packed event which incorporates the 27th NZOQ Conference and the GBN’s 7th International Benchmarking Conference. It will have over 100 presentations, 14 keynotes speeches, the hosting of the New Zealand Business Excellence Awards, Global Benchmarking Award, and New Zealand’s Best Practice Competition with 20 or more organisations sharing their best practices.

    The Congress offers a unique opportunity to network with local and international companies, and like-minded people to discuss and create growth opportunities, to improve business performance and deliver better outcomes for all stakeholders  so that the economy and society benefits. It is in effect a one stop shop for gaining the latest knowledge on all business areas from Leadership to Strategy to Customer Focus to Measurement to Knowledge Management to Human Resource Focus and Process Management.

    The organisers are the Centre for Organisational Excellence Research , New Zealand Business Excellence Foundation and New Zealand Organisation for Quality. Platinum Sponsors are Auckland Tourism, Events and Economic Development and the Ministry of Economic Development. Partners assisting in the event include:  Asian Association of Management Organisations, Asian Network for Quality, Asia Pacific Quality Organization, BPIR.com, Business NZ, Economic Development Agencies New Zealand (EDANZ), Global Benchmarking Network, Idealog, Institute of Management Consultants New Zealand, Kea New Zealand, Ministry of Science and Innovation, Ministry of Foreign Affairs and Trade, New Zealand Institute of Management, and University of Auckland Business School.
    This is an event not to be missed!

    Venue – University of Auckland Business School        Auckland at night (©Chema Santiago)
    For more information go to www.worldbusinesscapabilitycongress.com

  4. How to get what you want – painlessly

    July 1, 2012 by admin
    Communication skills are some of the most important skills that everybody needs to succeed in his workplace. Every time you communicate at work is an opportunity to make a powerful and memorable impact.In particular, presentation and public speaking skills are very useful in many aspects of work and life. Effective presentations and skills are important in business, training and teaching. Developing the confidence and capability to give good presentations, and to stand up in front of an audience and speak well, are also extremely helpful competencies for self-development too.

    Presentations and public speaking skills are not limited to certain special people, anyone can give a good presentation, or perform public speaking to a professional and impressive standard. This sounds quite simple, but have you ever been in a situation where this hasn’t happened? Misunderstanding and confusion often occur, and they can cause enormous problems. Like most things, it simply takes preparation and practice.

    One of the good resources to learn more about public presentation skills is EffectiveSpeaking.co.nz, below is their latest newsletter about how they changed the behaviour of their presentation skills trainees.

    As a special offer for World Business Capability Congress speakers Effective Speaking offers a 10% discount on fees on their next training sessions:
    Wellington – 7 August 2012  and  Auckland – 23 August, 2012.


    How to get what you want – painlesslyOlivia and I had a problem – and it was worrying us.

    People on our in-company courses weren’t putting in the work.

    After the first day of our two day in-company course we suggest that participants take some time to prepare themselves for day two. This preparation allows them to maximise the learning they achieve on the second day.

    We ask them to give up some of their time to design engaging content, create visual PowerPoint slides, and to rehearse their presentation at least two times.

    Some people do this – they turn up with interesting slides and they’ve rehearsed and are familiar with their presentation.  As a result, they really maximise the feedback, advice and coaching we give them.

    But many people do nothing until the morning of the presentation.  They throw some slides together before the course but don’t rehearse with them.

    As a result, they don’t make the most of what we teach them and that can potentially spoil their experience of the course.

    We wanted to change their behaviour.  We wanted to persuade them to put in the work.

    But these are busy people – they struggle to find the time to attend the course, let alone devote additional time for the extra work we were suggesting.

    How would we persuade them? A lecture? A stern request? Pleading or begging?

    We decided to try an experiment.  We decided to tell a story.

    We told them about Sue.  She was a participant who was giving a talk about the safety of roads.  After the first day, she searched for photographs of roads with and without safety hazards so that she could illustrate her points. She created slide animations which highlighted areas of the photographs she wanted us to notice. She even got her children to ride their bikes on a stretch of road and photographed them. She designed her content to be interactive – she used the photographs as a way to generate discussion during the presentation. And she rehearsed – she was familiar with her slides and the animations, and was able to hold our attention and stimulate our thinking during her presentation.

    She nailed it!

    Everyone was impressed with what she’d achieved, especially one of the participants who had delivered an embarrassingly clumsy and lacklustre talk.  He asked her how she’d managed to find the time.

    “I realized that on this course we were learning by doing”, she said “and that opportunities like this don’t come along everyday.  I wanted to make the most of the course and made a few sacrifices to do that.  And given the response I’ve got, I’m glad that I did.”

    That was the story.  We told it at the end of the first day and it was the only change that we made to the instructions we’d normally give participants.

    Seven days later they were back for day two and we immediately noticed an improvement.  More people had put in more work.  When we mentioned the effort that people had made, one of the participants commented:

    “You told us that we needed to put in the work.  You said it was important.  I didn’t want to embarrass myself.”

    Actually, we hadn’t said that – we had just told a story.  But what he had HEARD – what he took out of the story, was exactly what we wanted to get across.

    Stories are powerful tools of persuasion and influence.

    Why do they work?

    Audiences are less resistant to stories.  Try to convince them with logic and rational argument and you stimulate the part of the brain that judges and evaluates – the part of the brain that is skeptical and comes up with reasons why “your argument doesn’t apply to me.”

    But stories are a different pathway into the brain.

    Like a piece of art, they allow the listener to create their own meaning from what they see in front of them.  They take out of the story what is relevant for them – they’re more likely to see connections than barriers.

    So our experiment worked.

    Will storytelling work for you?  Why not try it in your next meeting or presentation or conversation.

    If you’ve been unsuccessfully trying to influence behaviour and you can measure your results, conduct your own experiment.  Tell a story.


  5. Call for Papers – World Business Capability Congress

    January 23, 2012 by
    Call for Papers

    I hope you have had a great start to the New Year and your plans and wishes for 2012 come true.
    Here at COER we are gearing up for an outstanding year (we are always positive!) – the highlight is expected to be the World Business Capability Congress, December 5-7, 2012, Auckland, New Zealand.  If you have not been to New Zealand before then this is an excellent opportunity to combine a world-class conference with a visit to one of the most beautiful and stunning countries on earth!!!
    The theme for the Congress is:  “Driving Excellence> Innovation> Productivity> Export Growth
    We are now “Calling for Papers” – this is your chance to speak at a major international conference and share your experience, best practices or your leading edge management research. Submit your Abstract/Bio right now
    This is an opportunity for
    a) Academics to present peer-reviewed conference papers and get them fast-tracked into leading journals (such as • Q-NewZ Magazine • TQM Journal • Measuring Business Excellence Journal • International Journal of Quality & Reliability Management • International Benchmarking Journal • International Journal of TQM and Business Excellence)
    b) Business employees, managers, CEOs, consultants to present and share best practices (perhaps for the first time at a major conference)
    This Congress is combining the International Benchmarking Conference, New Zealand Organisation for Quality Conference, and the New Zealand Business Excellence Awards.
    The Congress organisers are the Centre for Organsiational Excellence Research and  New Zealand Organisation for Quality with key partners the New Zealand Business Excellence Foundation (New Zealand Business Excellence Awards), Asia Network for Quality, Asia Pacific Quality Organization, Auckland Tourism, Events and Economic Development, BPIR.com Limited, Economic Development Agencies New Zealand,  Global Benchmarking Network,  Institute of Management Consultants New Zealand, Ministry of Economic Development and New Zealand Institute of Management.
    To help to make the Congress even bigger and better we are now calling for Sponsors. If you think your organization may benefit from exposure to 1,000’s of decision makers please let me know.

    Dr. Robin Mann