From Crisis to All‐Time High Performance: Using the HPO Framework to Improve Customer Relations at Ziggo

Waal, André de; Mooijman, Eric; Ferment, Martine

doi:10.1002/joe.21590

Cited by 17 publications

(24 citation statements)

References 6 publications

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“…Organizations and their leaders can benefit from these practical, yet academically-robust, insights into how to lay the organizational foundations for effective silo-busting and thus better internal collaboration. In turn, as shown in our earlier research [37][38][39][40][41], this improved collaboration will increase the chances for organizations to become high-performing ones.…”

Section: Conclusion Limitations and Future Researchmentioning

confidence: 63%

“…Average scores indicate points where the organization has to take action in order to become an HPO. Since the development of the HPO framework, multiple longitudinal studies have been performed that show the positive correlation between the HPO scores of an organization and its performance [37][38][39][40][41]. In these studies, organizations that worked with discipline and dedication and thus increased their HPO scores all experienced increased organizational performance.…”

Section: The Hpo Frameworkmentioning

confidence: 99%

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Silo-Busting: Overcoming the Greatest Threat to Organizational Performance

Waal

Weaver²,

Day³

et al. 2019

Sustainability

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Most organizations are set up to operate in some form of silos, such as vertical divisions or horizontal functions. At best, silos offer a practical way for organizations to operate efficiently. At worst, they create a silo mentality where departments do not want to exchange knowledge or information, hindering internal collaboration and organizational learning, thus preventing achievement of high performance and organizational sustainability. The silo mentality issue has been recognized for a long time as a real tangible problem that has to be dealt with. On the basis of a questionnaire containing statements on organizational strength, collaboration, and silo-busting techniques applied, which was distributed to a sample of mainly large companies, we found that there are five factors that are important for breaking down silos and increasing the quality of cooperation.

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Section: Conclusion Limitations and Future Researchmentioning

confidence: 63%

Section: The Hpo Frameworkmentioning

confidence: 99%

Silo-Busting: Overcoming the Greatest Threat to Organizational Performance

Waal

Weaver²,

Day³

et al. 2019

Sustainability

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“…By becoming an early adopter of AI, Apollo Hospitals has seen its financial and nonfinancial results far exceed those of its peers (Sahu, ). The group is now recognized as a high‐performance organization (de Waal, ) that continuously improves and aligns its processes, creates innovative products and services, and is able to sustain its competitive advantage (de Waal, Mooijman, & Ferment, ). In addition, Apollo Hospitals, in partnership with IBM, is now funding a new generation of health‐care start‐ups in India.…”

Section: What Of the Future?mentioning

confidence: 99%

Delivering high‐tech, AI‐based health care at Apollo Hospitals

Agarwal¹,

Jain²,

Sinha³

et al. 2019

Glob Bus Org Exc

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“…Workforce quality means that employees are motivated to improve their skills, and creativity to achieve better results while accountable for their performance [11]. As discussed previously, quality needs to be a product of warm, caring human relationships [12].…”

Section: Workforce Quality and Organizational Performancementioning

confidence: 99%

Impact of Management Quality and Workforce Quality on Organizational Performance: A Case Study of Sri Lanka

Indrajith¹,

Fairoz²

2018

JHRM

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This research aims to enhance the understanding of the relationship between management quality and workforce quality on organizational performance. Self-administered questionnaire was used to collect the data to measure the constructs of variables. The target population of this study was the management level employees at one of the foremost engineering company in Sri Lanka. A sample of 104 employees were randomly selected for interviews comprising of the all three levels of top, middle and lower levels of management and few customers were randomly selected to measure their level of satisfaction of the services offered, to illustrate the organisational performance. The study applied quantitaive method and regression analysis to analyze data. Findings show that there is a significant positive relationship between workforce quality and orgnizaional performance as well as management quality and organizational performance.

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From Crisis to All‐Time High Performance: Using the HPO Framework to Improve Customer Relations at Ziggo

Abstract: Realizing the need to improve its processes in order to better serve its customers and meet its fi

Cited by 17 publications

References 6 publications

Silo-Busting: Overcoming the Greatest Threat to Organizational Performance

Silo-Busting: Overcoming the Greatest Threat to Organizational Performance

Delivering high‐tech, AI‐based health care at Apollo Hospitals

Impact of Management Quality and Workforce Quality on Organizational Performance: A Case Study of Sri Lanka

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