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實現(xiàn)增長必須回答的6個問題

實現(xiàn)增長必須回答的6個問題

Patricia Sellers 2014年04月30日
這6個問題相互關(guān)聯(lián),是所有增長策略的核心。無論公司規(guī)模大小,無論是B2B領(lǐng)域還是B2C領(lǐng)域的公司,這6個問題都應(yīng)該融入所有公司領(lǐng)導(dǎo)人的議事日程之中。
????
圖為斯科特?庫克的木頭桌子,他坐在這里創(chuàng)建了Intuit公司?,F(xiàn)在他們把這張桌子擺在該公司總部最顯眼的位置,目的是激勵員工遵循庫克的品牌理想。

????本文是寶潔(Procter & Gamble)前全球營銷總監(jiān)、《增長力:如何打造世界頂級品牌》(Grow: How Ideals Power Growth and Profit at the World's Greatest Companies)一書的作者吉姆?斯登格為財富網(wǎng)站撰寫的系列文章的第六部分,也是最后一篇。在今天的客座日志中,吉姆將對那些在競爭中脫穎而出的頂級理想主義公司的最佳行為方式進(jìn)行總結(jié)。

????本月早些時候,我在懷俄明州杰克森霍爾的一個清靜去處幫助一家超千億美元跨國公司的領(lǐng)導(dǎo)團(tuán)隊探索零售行業(yè)的未來。這可不是輕而易舉的事。我們發(fā)現(xiàn),有六個問題對這家公司今后的增長至關(guān)重要。它們是:

????? 我們的高層次理想是什么?我們存在的理由是什么?

????? 我們一直在堅持自己的基本理想嗎?

????? 我們的工作和文化跟我們的理想一致嗎?

????? 我們和客戶的溝通以及我們自己都以這個理想為中心嗎?

????? 我們的理想怎樣提升顧客的購買和擁有體驗?

????? 我們應(yīng)該如何調(diào)整衡量標(biāo)準(zhǔn)來獎勵理想所激發(fā)的行為?

????我漸漸發(fā)現(xiàn),這六個問題相互之間存在聯(lián)系。它們是所有增長策略的核心,而且無論公司規(guī)模大小,無論公司屬于B2B領(lǐng)域還是B2C領(lǐng)域,這6個問題都應(yīng)該融入所有公司領(lǐng)導(dǎo)人的議事日程之中。

????一年來,我和辛辛那提大學(xué)(University of Cincinnati)教授克里斯?艾倫走訪了多家公司,行程4萬英里(約6.44萬公里),這些公司都把增長策略和切實的品牌理想聯(lián)系在一起,而且借此成功地在競爭中脫穎而出。在這六篇系列文章中,我們把自己的認(rèn)識寫了下來——綠色清潔產(chǎn)品公司Method正在建立第一座基于自身品牌理想的工廠;摩托羅拉系統(tǒng)(Motorola Solutions)的理念是“幫助人們在關(guān)鍵時刻做到最好”,它用依托于這個理念的框架來指導(dǎo)員工的行為;有線電視巨頭探索傳播(Discovery Communications)的理想是滿足好奇心,它一直在這個理想的激勵之下無所畏懼地進(jìn)行創(chuàng)新;在聯(lián)合利華(Unilever)、購車服務(wù)網(wǎng)站Edmunds.com和棒球棒制造領(lǐng)域的標(biāo)桿企業(yè)Louisville Slugger,管理團(tuán)隊都不懈地在員工和客戶中間推廣本公司的品牌理想,從而成為本領(lǐng)域的佼佼者。

????這些成長型公司都回答了上面這六個問題,而且都確保新員工和客戶都對這些問題的答案了然于心。同時,另外三家增長型公司也就這六個問題做出了回答,它們的答案同樣值得關(guān)注。

????我們走訪了全球最大的電子商務(wù)平臺之一、樂天(Rakuten,日文中的意思是“樂觀主義”)市場創(chuàng)始人兼首席執(zhí)行官三木谷浩史。三木谷浩史在東京他喜歡去的一家壽司店里用了幾個小時來講述自己怎樣設(shè)法堅持隱藏在這六個問題之后的原則,特別是如何跟員工溝通樂天的品牌理想——幫助商家實現(xiàn)夢想。每個星期,三木谷在樂天的第一項工作就是在東京召開英文的“面對面”會議。17年來,他幾乎從來沒有缺席過。他說:“就算我遠(yuǎn)在歐洲或美國,我都會確保自己能返回日本參加每周二上午的例會。我覺得聽我親自講述這個理想,同時不要忘了幫助商家實現(xiàn)他們的夢想,這一點對公司成員來說非常重要?!?/p>

????跨越中國東海,我們在青島見到了海爾集團(tuán)(Haier)首席執(zhí)行官張瑞敏。這家家電制造商的銷售額接近300億美元。最近,《財富》(Fortune)雜志將張瑞敏評為全球最偉大的領(lǐng)導(dǎo)力榜樣之一。他真誠地介紹了海爾的基本品牌理想——通過達(dá)到世界級質(zhì)量標(biāo)準(zhǔn)而成為全球華人企業(yè)的燈塔。張瑞敏非常熱衷于構(gòu)建企業(yè)文化,同時推廣他的品牌理想。他的具體做法是取消等級制度,建立讓員工更貼近顧客的工作制度。張瑞敏在辦公室里和我們茶敘時說道:“一直旋轉(zhuǎn)這個制度金字塔很重要,因為更重要的是讓員工聽到市場的聲音,而不是老板的聲音。”

????我們最喜歡的一次走訪是到加利福尼亞州山景城拜訪財務(wù)管理軟件制造商Intuit公司。Intuit品牌營銷負(fù)責(zé)人丹尼?尤伯利帶我們參觀了他們的創(chuàng)新中心。在這個過程中,他停下來讓我們看了一張20世紀(jì)初的餐桌——它和這個高科技中心的現(xiàn)代化氛圍顯然格格不入。創(chuàng)始人斯科特?庫克就是在這張木頭桌子旁建立了Intuit。他們把這張桌子從庫克的地下室里搬了出來,放在Intuit公司最顯眼的位置,目的是遵循庫克改善客戶財務(wù)狀態(tài)的基本理想。尤伯利說:“我們把庫克的餐桌擺在創(chuàng)新中心的核心位置,激勵我們實現(xiàn)‘簡化商務(wù)生活’的承諾?!?/p>

????在我任教的加州大學(xué)洛杉磯分校安德森商學(xué)院(UCLA Anderson),本科生最常問的問題之一就是,怎樣通過建立在理想基礎(chǔ)之上的方法來推動企業(yè)增長,這也是我的咨詢客戶們問得最頻繁的問題之一。我的建議是:把這六個問題寫在一張大大的即時貼上,然后召集團(tuán)隊成員一起討論。這個辦法總能帶來好結(jié)果。試試看吧。(財富中文網(wǎng))

????譯者:Charlie

????This is Part 6 of a six-part series for Fortune.com by Jim Stengel, former global CMO of Procter & Gamble and author of Grow: How Ideals Power Growth and Profit at the World's Greatest Companies. In today's Guest Post, Jim summarizes the best practices of top ideal-based companies to outgrow their competition.

????FORTUNE -- I was in Jackson Hole, Wyoming, earlier this month at a retreat with a $100 billion-plus global company, helping its leadership team chart the future of retailing. No small task. As it turned out, six questions emerged as critical for this company's future growth:

????? What is our higher ideal, our raison d'être?

????? Are we living up to our founding ideal?

????? Is how we work--our culture--coherent with our ideal?

????? Is our communication with customers, and ourselves, emanating from this ideal?

????? How can our ideal elevate our customers' buying and ownership experience?

????? What should change in our measurements to reward ideal-inspired behavior?

????I've come to realize that these six questions are universally relevant. They're at the core of any growth strategy, and they should inform the agenda of any leader of any business, large or small, business-to-business or business-to-consumer.

????Over the past year, Professor Chris Allen of the University of Cincinnati and I have traveled 40,000 miles to visit companies that outperform their competition by tying their growth strategy to a solid Brand Ideal. In this six-part Fortune series, we've written about lessons we've learned—at Method, the green cleaning products company that is building its first factory based on its Brand Ideal; at Motorola Solutions (MSI), as it guides employee behavior through a framework based on the company's purpose of "helping people be their best in the moments that matter"; at Discovery Communications (DISCA), which innovates fearlessly, inspired by its ideal of satisfying curiosity. Unilever (UL), car-buying service Edmunds.com and Louisville Slugger, the iconic baseball bat manufacturer, also outperform, aided by the Brand Ideal stories that their management teams spread tirelessly to employees and customers.

????These growth companies have answered the six questions—and make sure that new employees and customers know those answers. Meanwhile, three other growth companies that we haven't written about in this series also embrace the six questions. And they're worth noting here.

????We visited Hiroshi Mikitani, co-founder and CEO of Rakuten (RKUNF), one of the world's largest e-commerce platforms. Over sushi in one of his favorite restaurants in Tokyo, Mikitani spoke for hours about how he personally tries to live the principles behind the six questions, especially in communicating to employees Rakuten's Brand Ideal: to empower its merchants to achieve their dreams. Mikitani begins each week at Rakuten (which means "optimism" in Japanese) with a "face-face" meeting in Tokyo, in English. In 17 years, he has rarely missed a meeting. "Even if I am far away in Europe or America," says Mikitani, "I make sure I come back to Japan for my Tuesday morning meetings every week. I think it is very important for them to hear the ideal from me and not forget to empower our merchants to achieve their dreams."

????Across the East China Sea in Qingdau, we visited Zhang Ruimin, the CEO of Haier (HRELF), a home appliance manufacturer with sales of nearly $30 billion. Ruimin, whom Fortune recently named one of its 50 World's Greatest Leaders, spoke sincerely about the founding Brand Ideal of Haier: to be a beacon for global Chinese businesses by meeting world-class quality standards. But he was most passionate about building the company's culture and forwarding the Brand Ideal--by eliminating hierarchy and creating work systems to bring employees closer to customers. "It is important to keep twirling the pyramid all the time," Ruimin said over tea in his office, "because it is more important that employees listen to the market and not the boss."

????One of our favorite visits was to Intuit in Mountain View, California. Intuit (INTU) brand marketing executive Diane Ueberle walked us through the company's innovation center, stopping to show us an early 20th century kitchen table--clearly out of place amidst the modern vibe of the tech center. The wooden table, where founder Scott Cook had started Intuit, was hauled out of his basement and placed front and center at Intuit to keep alive his fundamental ideal of improving customers' financial lives. "We gave Scott's kitchen table a central placement in our innovation center to inspire all of us to deliver on our promise to 'simplify the business of life,'" Ueberle said.

????One of the most frequently asked questions from graduate students at UCLA Anderson, where I teach, and from consulting clients is how to get started with an ideals-based approach to growing a business. My recommendation: Put these six questions on a large Post-It note, gather your team, and begin a discussion. It always leads to good places. Try it.

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