Presentation given to inspire Philhealth managers and leaders to push great change.

1. 7 Lessons to Build a
Great Philhealth
Ruben D. Canlas Jr.
POLE, Feb 29, 2012
slideshare.net/rubencanlas
Sunday, March 4, 12 1

2. The Red Queen Effect
Sunday, March 4, 12 2

3. The Red Queen Effect*
*Coined by Lee Van Valen
Sunday, March 4, 12 3

4. 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
Sunday, March 4, 12 3

5. 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
Sunday, March 4, 12 3

6. The Red Queen Effect*
We have to run, just to
stay where we are.
To catch up, we need to
run twice as fast!
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
Sunday, March 4, 12 3

7. 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.
Sunday, March 4, 12 4

8. 7 Lessons, cont’d
5. Create an enabling environment.
6. Inspire courage but tolerate failure.
7. Be the change, lead the change.
Sunday, March 4, 12 5

9. 1. Make our customers happy.
• The wow factor.
Sunday, March 4, 12 6

10. 1. Make our customers happy.
• What if...?
Sunday, March 4, 12 7

11. 2. Improve processes to make customers happy.
• Put customers at the
center.
• Listen and alleviate
their pain.
• Optimize processes
to delight
customers: Wow!
factor.
Sunday, March 4, 12 8

12. Pay attention to Moments of Truth
Sunday, March 4, 12 9

13. Pay attention to Moments of Truth
We 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...
Sunday, March 4, 12 10

14. Pay attention to Moments of Truth
We 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.
Sunday, March 4, 12 10

15. Pay attention to Moments of Truth
We 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?
Sunday, March 4, 12 10

16. Put customers at the center.
What if we could
reverse the story?
How do we turn it
into a Wow story?
Sunday, March 4, 12 11

17. 3. Build healthy relationships with
customers and our team.
• Respect and trust others and you will
get respect and trust in return.
Sunday, March 4, 12 12

18. 4. Make little improvements every week.
Sunday, March 4, 12 13

19. 4. Make little improvements every week.
• Achieve excellence
Sunday, March 4, 12 13

20. 4. Make little improvements every week.
• Achieve excellence
• One small step
Sunday, March 4, 12 13

21. 4. Make little improvements every week.
• Achieve excellence
• One small step
• At a time
Sunday, March 4, 12 13

22. 4. Make little improvements every week.
• Achieve excellence
• One small step
• At a time
• (period).
Sunday, March 4, 12 13

23. 5. Create an enabling work environment.
Sunday, March 4, 12 14

24. 5. Create an enabling work environment.
Structure
People Technology
Measurements & Processes
Rewards
Sunday, March 4, 12 14

25. 5. Create an enabling work environment.
Structure
People VE . Technology
O
R EM LES
STAC
OB
Measurements & Processes
Rewards
Sunday, March 4, 12 14

26. 5. Create an enabling work environment.
Structure
People Technology
Measurements & Processes
Rewards
Sunday, March 4, 12 14

27. 6. Inspire courage but tolerate failure.
• Take calculated
risks.
• “Fail forward.”
• The faster we fail,
the faster we
learn, the more
we move forward.
Sunday, March 4, 12 15

28. 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
Sunday, March 4, 12 16

29. 7. Be the change; lead the change.
Leading Managing
Enforcer: stick to policies
Enabler: remove obstacles
and controls
Tolerate failure Failure not an option
Inspire people through Rely on your position of
credibility and trust authority to get things done
Sunday, March 4, 12 17

30. 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.
Sunday, March 4, 12 18

31. 7 Lessons, cont’d
5. Create an enabling environment.
6. Inspire courage but tolerate failure.
7. Be the change, lead the change.
Sunday, March 4, 12 19

32. THANK YOU!
slideshare.net/rubencanlas
Sunday, March 4, 12 20