4. Ranked in the top 100 SMEs
Eaquals International Conference, Lisbon, 21 – 23 April 2016
• Growth
• Innovation
• Human Capital Development
• International Orientation
• Corporate Social Responsibility
9. Values, Not Rules
Netflix Vacation Policy:
“There is no policy”
Eaquals International Conference, Lisbon, 21 – 23 April 2016
10. The Oberoi Hotels
Guest Mission Statement
We are committed to meeting and
exceeding the expectations of our
guests through our unremitting
dedication to every aspect of
service.
Eaquals International Conference, Lisbon, 21 – 23 April 2016
11. Customer Service – Things to
Avoid
• Focus on front line employees
• Training specific skills or scripts
• Pilot changes
• Track traditional metrics
Eaquals International Conference, Lisbon, 21 – 23 April 2016
12. But Wait… There’s More
Eaquals International Conference, Lisbon, 21 – 23 April 2016
13. The Five Practices of
Exemplary Leadership
Eaquals International Conference, Lisbon, 21 – 23 April 2016
14. Inspiring a Shared Vision
• Envision the future
by imagining
exciting and
ennobling
possibilities
• Enlist others in a
common vision by
appealing to shared
aspirations
Eaquals International Conference, Lisbon, 21 – 23 April 2016
15. Inspiring a Shared Vision
Eaquals International Conference, Lisbon, 21 – 23 April 2016
Service Freedom Decisiveness
Flexibility Quality Curiosity
Respect Beauty Competition
Achievement Communication Autonomy
Success Competence Effectiveness
Growth Courage Productivity
Power Health Variety
Innovation Simplicity Honesty/ Integrity
Love/ Affection Security Dependability
Friendship Strength Loyalty
Intelligence Spirituality/ Faith Family
Hope Wisdom Trust
Happiness Recognition Teamwork
Empathy Challenge Risk taking
Patience Creativity Truth
Harmony Prosperity/ Wealth Independence
Humour Equality Open-mindedness
Discipline Diversity Flexibility