 Satisfaction-Plus
for a Better World
Advanex
(formerly Kato Spring) is a global company with head
offices in Japan. They make every kind of spring you
can imagine, from microscopic chip connectors to monster
steel coils for securing aircraft cargo doors.
Paul Kato, grandson of the founder, insists upon vigorous
‘glocalization’ – adapting global
concepts in local language to impact, educate, motivate
and align scores of Advanex teams around the world.
At their annual Global Leadership Forum, I helped draft
key statements for each group. Here are some examples:
The Group Mission is open-ended: ‘Satisfaction-plus
network for a better world.’ Everyone understands
they are part of a larger whole.
The Corporate Office Mission is also unique: ‘To
provide “Eureka!”’ How many corporate
offices promise and deliver such excitement?
For the Corporate Communications Department: ‘Free
Flowing.’ (Their job is to move ideas throughout
the network. No congestion here.)
For the factories and offices around the world, the
language was selected to arouse local interests and
concerns.
A few examples:
For Singapore: ‘It’s
Value Time!’ (Singaporeans are passionate about
gaining value, and saving time.)
For Malaysia: ‘World
Class Team, World Class Results.’ (Malaysians
are always inspired by achieving ‘World Class’
status.)
For Hong Kong: ‘Making
tomorrow happen today.’ (Hong Kong is a key to
China’s future, but is committed to real profits
right now.)
For England: ‘Shaping
the future with pride.’ (From the country that
created Rolls Royce, what other articulation could suffice?)
For California: ‘Create
opportunities, increase satisfaction.’ (Created
for a team of recent immigrants to the United States.)
For Japan: ‘365-24-7-1.’
(The company promises instant availability and immediate
response. Get the message?)
Key
Learning Point
Every group and culture is turned on by unique goals and
aspirations. This is true of national and ethnic groups
as well as specific occupations. The mission of your team
should articulate the aspirations and desires of your
players.
Action Steps
Review the statements
of intention and direction for your company, department
and position. Make sure they acknowledge the aspirations
and harness the desires of those involved.
Next Article in Customer Service Vision >>
Australian Service Gets Hopping
First Article in Tips for Trainers >>
Ten Ways to Maximize the Impact of Training
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