2. Delivering Happiness to Your Internal
Customers – Training Employees to
Perform Beyond Expecta?on
Prof. Rene T. Domingo
Asian Ins3tute of Management
rtd@aim.edu
www.rtdonline.com

3. How to manage employees so that
they would always enjoy and not just
perform their jobs?
“GOING THE EXTRA MILE”

4. Paradigm ShiF
Working to Serving
Working to earn a living
to
Serving others (internal/external customers)

5. “WORKING” “SERVING”
EXTERNAL CUSTOMERS
1
INTERNAL CUSTOMER
2
INTERNAL CUSTOMER
3
INTERNAL CUSTOMER
SUPPLIERS

6. Paradigm ShiF
Happiness at work is not
doing less or earning more
Happiness at work is
finding meaning and purpose
in everything you do
every working day

7. Happiness at work is liking
what you are doing all the
?me

8. Three things that can cause eternal pain if
not chosen carefully
1. your shoes
2. your pillow / bed
3. your job / boss

9. Happiness at work is finding
something you enjoy doing and
finding somebody who will pay you
for doing it.

12. The “9:00 to 5:00” employee

18. “80% of quality problems are caused by
management, and 20% by workers. ”
W. Edwards Deming
1900‐1993

19. THREE CARPENTERS
BORED CARPENTER
"I'm hammering a nail."
INDIFFERENT CARPENTER
"I'm making a door."
HAPPY CARPENTER
"I'm building a church."

20. THREE NURSES
BORED NURSE
"I'm following the doctor’s orders."
INDIFFERENT NURSE
"I'm treating a patient in room 453."
HAPPY NURSE
"I'm saving a precious life."

21. THREE SEMICON ASSEMBLERS
BORED WORKER
"I'm soldering."
INDIFFERENT WORKER
"I'm making a chip."
HAPPY WORKER
"I make planes fly safely."

23. “A senior member of the “Dedicated
Maintenance Crew” flies aboard the plane,
whatever the des?na?on, aFer each major
overhaul or repair.”

24. “Good service is
not an accident.”

26. AIMING FOR PERFECTION
“It is better to aim for perfection and
miss the target, than to aim for
imperfection and achieve it.”
-Thomas J. Watson, Jr.

27. Who is beaer?
TARGET ACTUAL VARIANCE Next
period
100
A
95 5 97
75
B
75 0 75
Total Quality Management
by Prof. Rene T. Domingo, AIM

28. Knowledge driven training Skills driven training

29. Socrates
How to give answers How to ask ques?ons

30. Problem solvers Opportunity seekers
“hammer looking for a nail”

31. training for excellence =
lead, engage, inspire, serve, enjoy, forget

32. “the concept of giving back”

33. Quadruple Boaom Line
• economic
• social
• environmental
• spiritual

34. Delivering Happiness to Your Internal
Customers – Training Employees to
Perform Beyond Expecta?on
Prof. Rene T. Domingo
Asian Ins3tute of Management
rtd@aim.edu
www.rtdonline.com

35. If you need speakers for your
corporate events, or if you would like
an in‐house seminar, call us at (02)
813‐2703/32, text 0922‐8980046 or
email inquiry@saltandlight.ph.