Connect with us
Subscribe

Articles

Transforming into Human Centric Organizations

Published

on

Written By: Hanane Benkhallouk

With the recent outbreak of the coronavirus pandemic, businesses are finally realizing the importance of building human centric organizations. But, this can be easier said than done since every business involves several moving parts which all have to function perfectly to move forward with everyday business processes.

They say “necessity is the mother of invention,” in which case, being inventive is something that is sorely needed now more than ever, considering how companies are forced to work around the coronavirus pandemic.

It needs to be said that the success of any company in this new normal is going to be measured not only by its numbers but by the way in which a company adapts to ease the human experience during a time of crisis. This is what makes building a human centric organization more relevant as we go through these difficult times.

Needless to say, the decisions that business leaders make during the coronavirus outbreak will have a long-term impact on the health and financial well-being of not only the business itself, but its stakeholders, and more importantly, its people.

In a world where there is no sign of a cure for this pandemic, basic human needs have to be kept front and center while businesses adapt and change to these new circumstances. Keeping that in mind, here are some of the best practices that businesses can use when it comes to building human centric organizations.

Recognize the Needs and Goals of the People You’re Working With

It is important to understand that everybody has been affected by the coronavirus outbreak. But, that doesn’t necessarily mean that all of us have been affected by the pandemic in the same way. Business leaders need to start to understand the needs of the customers, stakeholders and their workforce, and work on ways in which the organization can fulfill each of them. This can only be achieved when one takes a human centric approach while responding to changes in business processes and other areas caused by the coronavirus outbreak.

For instance, schools and other educational institutions have closed their doors and are promoting homeschooling for the safety of their students. This seems like an obvious choice considering the devastating impact of the coronavirus outbreak in recent months.

But, many schools failed to take into account that there are many students who don’t just rely on their schools not just to get an education, but also for the safe environment that schools and colleges provide. For instance, some students can’t afford to travel home or do not have safe homes to return to.

As a business leader, it is important to consider all implications of the decisions you make, especially at a time of crisis, such as the coronavirus outbreak. Only business leaders who recognize and take proactive steps towards human centric solutions will prevent their decisions from creating more problems for the organization.

We are seeing this play out in many businesses across various niches, while some businesses have been quick to adapt to the new work from home lifestyle to make it easier on their employees, others have been struggling to cope with this new challenge.

Evaluate Current Customer/Employee Experience

Customers are an important part of any business offering a product or service, but so too are its staff. The first step that needs to be taken while building human centric organizations is to understand the scope interactions, both between customer and business, and the communication within the various departments of an organization. What are these interactions? Who is involved in these interactions? Where and why do they take place? Are there any physical or digital bottlenecks that need to be improved?

Working on a way to build a more human centric organization without taking into account these crucial questions will only create gaps in the customer and employee experience with a business. Since most businesses have gone digital following the outbreak of the coronavirus, any gap in the digital communication between the business and its employees or customers can result in a feeling of helplessness, or worse, misinformation, which can have further negative consequences.

Prototyping and Testing

While trying out new and innovative solutions in these testing times could feel frivolous, the goal should be to validate your idea(s), whether it’s adopting a new digital tool or adding or subtracting processes to streamline everyday business affairs. It is important to note that this testing does not have to be perfect. And while getting people to adapt to a certain need is hard enough as it is, leave alone asking them to adapt to the new digital normal, it is important to test solutions using service design methods that will give you quick insights on any cracks in the system. Not being afraid of prototyping and testing will allow businesses to deliver appropriate solutions while maintaining their new social distancing measures.

Ending Note

The outbreak of the coronavirus pandemic has forced business leaders to make quick decisions and solve problems under new and unfamiliar circumstances. With conditions that are constantly shifting, the need for building human centric organizations for long-term sustainability is being felt now more than ever. In short, businesses regardless of the industry or niche have to put people at the heart of their business and the decision making process.

Articles

Stevie Awards Winners’ Articles Series – Boehringer Ingelheim

Published

on

“We are powered by people, we share a common purpose that drives everything we do, we serve mankind by improving the health of humans and animals, we believe in building a healthier future for millions of patients and bring innovative solutions with future thinking” Boehringer Ingelheim

Winner Name: Bariş Torun & Ufuk Balcı

Winner Title: Barış Torun-National Sales Manager & Ufuk Balcı-Digital Engagement Manager

Winning Organization: Boehringer Ingelheim

Nomination: The Grand Stevie for Organization of the Year.  The pharmaceutical giant’s six Gold, two Silver, and one Bronze Stevie wins are tops in the 2020 competition

Boehringer Ingelheim’s vision can summed up in a few words; Value through Innovation. We’ve adopted this approach to ensure that we can take care of our people, patients and partners, now and in the future. The overarching objective is to build sustainable, all-round growth that benefits everybody. In order to achieve this goal, we continually develop new, effective treatments alongside our established products and encourage our people to move forward. And while we do this, we treat everyone with care and provide a sense of responsibility. Together, we’re dedicated to improving human and animal health.

Brief Biography about the Winner:

International experience on marketing and digital transformation of customer engagement. Launched award-winning websites, mobileapps and omni-channel projects with patient and customer focus in pharmaceutical industry. Explores opportunities for integrating innovation and digital technologies into healthcare marketing &commercial side.

Stevie Award Winning Case Study:

AcTFast Mobile App – Saving Lives of People Having Stroke

Every 30 minutes a stroke patient who could have been saved, dies or is permanently disabled, because he was treated in the wrong hospital. Stroke patients have only 4.5 hours to reach thrombolytic treatment! Basically, an ambulance will dispatch their patients to the nearest health centre, but the necessary stroke treatment can only be administered at specialized stroke centres. This leads to the loss of treatment time, which is already very limited. Furthermore, delays in diagnosing these patients during pre-hospital or in the hospital can lead to risking patients’ life.

The ‘AcTFast’ Application was developed to address this type of issues exactly. With AcTFast, ambulance staff (paramedic) will be able to identify the stroke patient, take the patient to the right treatment centre without any delay and inform the stroke team with pre-notifications. With this tool both the pre-hospital phase and the in-hospital phase time will be minimized. The potential use and benefits of this application to address the need for speed when treating stroke patients was presented to all stakeholders, such as stroke societies and  the Ministry of Health. As a result, the Turkey Ministry of Health decided to install this app in all ambulances in Turkey. AcTFast is currently available on Apple Store.

The use of this app is mandatory for the 8,000+ ambulance staff and 30.000+ Ministry of Health employees, who will be trained on stroke management via this app. With this application, the biggest problem in the treatment of stroke will be solved by ensuring that the patients in the whole country are transported to the right centre within the right time frame, to ensure they benefit from the required treatment. The European Cardiology Society selected AcTFast as one of the 10 most creative projects in the world and upon their invitation, AcTFast has been presented at ESC 2019 congress in Paris this year.

Digital Transformation in Customer Engagement | Boehringer Ingelheim Turkey

  • Boehringer Ingelheim’s ambition is to establish a customer engagement model, which sets the industry benchmark.
  • In Turkey, big international Pharma companies have been doing multi-channel activities with a big volume in the last 4-5 years.  Since technology advancement is no longer marked by linear progression but by an exponential rate of change, it was harder to catch our competitors with unstructured activities and programs, while putting the customer at the heart of everything we do.

Integrated Customer Engagement Roadmap

  • At the beginning of 2019, Boehringer Ingelheim Turkey took a further step towards achieving this goal: Customer Engagement Implementation Roadmap including new channel deployment, content excellence, data analytics and change management. It centres on exceeding the customers’ expectations.

New Digital Platforms [# customer service, product design & development]

  • Boehringerone.com/TR – HCP (Health Care Professional / Medical Doctor) website including key info about our products and HCP education on related fields ( Website is only for HCP’s with restricted login)
  • Automated Email Platform – Head Office e-mail platform
  • Veeva Approved Emails – From sales representative to doctors email channel
  • According to market research results, HCPs trust pharma activities and resources when there is a collaboration with independent HCP associations. With this insight, KOL webinars organized with the biggest HCP associations in related areas. To promote those activities, 3rd party channels have been utilized in addition to owned channels:
  • Live Broadcasting Platform
  • Facebook – Event promotion posts on HCP association Facebook Pages
  • 3rd Party SMS and Email – Event promotion from HCP associations to their HCP database
  • To deliver exceptional Customer Experience with the optimal mix of​ Content, Services and Solutions, all of the channels mentioned above should have created consistent customer experience (omni-channel); rather than independent one-off touchpoints (multi-channel).

Leveraging Data & Insights

  • To leverage Data and Insights to continuously enhance our Customer Engagement Model, targeted e-mails sent to different HCPs according to their previous open / non-open status. It enabled us to give our customers more meaningful messages.
  • In parallel to above point, brand teams put themselves into customers’ shoes, all Approved email subject titles and designs were updated to meet customer expectations and mobile UI / UX trends.
  • To measure the success of the campaigns, first ever Analytics Tracker developed. Which shows our Customer Engagement per channel per brand per customer.

Change Management [# employee development]

  • Internal trainings were organized to both Field Force, Marketing and Medical teams.
  • Field Force Training on how to coordinate the engagement with the HCPs, while integrating new marketing channels around F2F and website.
  • Digital Marketing Fundamentals Training to marketers and medical colleagues to give basic understanding of content creation dynamicsdigital terminology and creating sustainable experiences to our customers.
  • To create awareness on these projects, internal newsletters were published to all colleagues in Turkey.

Impact on Human Health [# corporate social responsibility]

  • Increasing the quality of interactions with HCPs helps us to deliver right treatment to right patients. In addition to branded activities and content, we created the first ever non-branded HCP email newsletter.
  • Respiratory newsletter included useful content to be more patient focused via educating HCPs on soft skills.
  • For brands without any sales rep support, digital-only promotion plans executed throughout the year.

Impact on Business (Outcomes)

  • More than 25% increase in the digital channel activities.
  • Market leadership in two major therapeutic areas for launch brands.
  • 5,000+ unique HCPs visited our login-required website in 8 months, which makes more than 75% of our total universe. According to IPSOS market research, Boehringerone.com/tr website reached higher coverage than our main competitors did in 8 months of launch.
  • Avg. email open rate has tripled industry benchmarks. (40%+)

We are powered by people, we share a common purpose that drives everything we do, we serve mankind by improving the health of humans and animals, we believe in building a healthier future for millions of patients and bring innovative solutions with future thinking. We believe that, if we have talented and ambitious people who are passionate about innovation and bring move value to the healthcare community, there’s no limit to what we can achieve. .

Boehringer Ingelheim is a global family owned business with more than 50,000 employees in 103 countries, Boehringer Ingelheim is one of the world’s top 20 pharmaceutical companies, we act in the spirit of a global family that holds together and cares for one another – but also inspires and motivates each other.

THANK YOU

Continue Reading

Magazine

Stevie Awards Winners’ Articles Series – Eng. Abeer Mahmoud Ramadna

Published

on

“Continuous Learning, adopting innovation & creativity and teamwork are among the guiding principles of success and excellence in the government sector” Eng. Abeer Mahmoud Ramadna

Winner Name: Eng.  Abeer Mahmoud Ramadna

Winner Title: Director Assistance for Control & Inspection for Economic Activities at Ministry of Industry & Trade in Jordan

Winning categories:

  1. The Gold Stevie Winner in the category “the most innovative Communications Professional of the year “
  2. The Silver Stevie Winner in the category “Innovation in Community Relations or public Services Communications”
  3. The Bronze Stevie Winner in the category “Innovative Management in Government – Organizations with 100 or more employees”
Brief Biography about the Winner:

Abeer Ramadna is the Director assistant of control and inspection unit at the Ministry of Industry, Trade, and Supply (MIT) in Jordan, she has a Master Degree in Industrial Engineering- Engineering Administration / University of Jordan with “excellent degree”. Abeer has 20 years of experience in private and public sectors, and is a focal point for UNIDO at MIT in Jordan. Abeer is a certified Management development Expert from ITC/ Vienna in 2005, a certified Export Consultant to EU from CBI/Netherland in 2007, certified Lead Auditor for Quality Management ISO 9001:2015, a certified Engineer Expert in Quality and Environmental Management systems in 2018 and a certified EFQM Assessor from EFQM in 2019. Eng. Abeer has a wide professional expertise in many fields that allow her to provide consultations to the organizations in various fields including Quality Management, Environmental Management, preparing industrial polices, strategies and plans, Inspection polices, Monitoring & Evaluation systems, implementing the ISO9001, ISO14001 ISO14040s standards, and conducting technical industrial sectors studies.

Eng. Abeer won three Stevie Awards from three different categories after participation in Middle East Stevie Awards in 2020, these are:

  1. Gold Stevie Winner in a category:” The Most Innovative Communications Professional of the Year”. These categories honor the most innovation in communications practice, management, and use of technology.
  2. Silver Stevie Winner in a category: “Award for Innovation in Community Relations or Public Service Communications”. These categories honor innovation in communications practice, management, and use of technology in the public sector.
  3. Bronze Stevie Winner in a category: “Award for Innovative Management in Government “. These categories honor innovation in executive management including the Award for Innovative Management in a number of industry sectors.

Abeer has been published scientific papers in one of the world accredited journals in E-government. Titled “Barriers to E-Government Adoption in Jordanian Organizations from Users’ and Employees’ Perspectives” in 2017, the link is:

https://www.igi-global.com/article/barriers-to-e-government-adoption-in-jordanian-organizations-from-users-and-employees-perspectives/181280

and published another scientific paper titled: “SEM approach to determine factors affecting e-government success in Jordan”,  the link is:

https://www.researchgate.net/publication/333488499_SEM_approach _to_determine_factors_affecting_e-government_success_in_Jordan

She was selected as a Judge at the Best Jordanian chemical product Award in all three cycles of it during 2015 to 2020, Judge in the 2019 management & entrepreneur Awards categories judging committee Stevie Awards, and Judge at the best industrial engineering project for the Jordanian universities in 2019. She participated in several national and International conferences, meetings and presented papers, as a representative of the MIT / Jordan.

https://www.facebook.com/abeer.ramadna

http://linkedin.com/in/abeer-ramadna-msc-ie-pe-cbi-em-itc-mde-66928170

https://stevieawards.com/ar/mena/eng-abeer-ramadna-2

http://jordanembassyus.org/news/jordanian-engineer-wins-three-middle-east-stevie-awards?fbclid=IwAR2iBj4P8uHERE_Q2Yf-hatk2yJ-bGeq1g8MaYPIz_HJ42HqUyA6UCPehdM

Stevie Award winning Case Study:

  • Developing action plans of inspection development to governmental institutions (Inspectorates) work in fields of health, Environment, labor, safety for economic sectors in Jordan.
  • Supervision of developing Electronic Inspection System for governmental inspectorates.
  •  Conduct many awareness workshops for governmental inspectorates and for private sector institutions.
  • Conduct many workshops and training sessions as A National trainer of trainers in the shaping of future studies.
  • Secretariat of higher committee for Inspection development of Economic Activates that consists from high level management in governmental inspectorates.
  • Abeer is trusted as a competent team leader and confident expert in Quality management & Inspection systems
  • Abeer conducted in 2018 a study titled the Industrial engineering in the government sector in Jordan, current situation and future opportunities and present it in the 2nd International Conference on Industrial Systems & Manufacturing Engineering (ISME’19) Nov, 11-12, 2019 in Amman.
  • Abeer was chosen after a series of selection process as one of the National participants in the Civil Service Development Program in Jordan and attended all phases including the leadership and developing high performance teams at the Royal Military Academy Sandhurst UK during 2019.

Eng. Abeer Mahmoud Ramadna “Continuing to contribute achievements and make positive impacts are goals that are achievable with the presence of strong & positive attitude, self-motivated character & determination.”

Continue Reading

Articles

Stevie Awards Winners’ Articles Series – Asiacell

Published

on

“Winning such an award requires hard work and we encourage other companies to focus on their customers and local communities in order to excel”

Winning Organization: Asiacell

Nomination: Award for Excellence in Innovation in Technology Industries (including Telecom)

Brief about the Organization:

Asiacell is a leading provider of telecommunications and data services in Iraq. As part of international telecommunications company Ooredoo Group, Asiacell was Iraq’s first mobile telecommunications provider to achieve nationwide coverage. Asiacell is also a leading internet provider with its 3.9G data services, offering the best network coverage in all of Iraq since January 2015.

Stevie Award Winning Case Study:

As part of its commitment to expand network coverage in Iraq, Asiacell has continued to support the redevelopment of the country’s infrastructure and economy and the provision of high-quality connectivity solutions. It has enhanced its “Hot Zone” restoration strategy by putting 200 sites on air and connecting over 500 sites to 3G.

Focused on improving the quality of life for communities, Asiacell’s CSR initiatives are focused on key areas, such as health, education and culture. Asiacell has equipped several higher education institutions with computer labs and supported the renovation of schools, with the aim of providing quality education infrastructure. It also partnered with the Chibayish Environmental Tourism Organization to build the first Iraqi Marshlands heritage museum in Ahwar as part of its efforts to revive Iraq’s Marshland, while generating a positive effect on tourism and jobs creation. 

Recognising that its people are its key asset, Asiacell continues to roll out initiatives focused on engaging and empowering employees. It has invested heavily in digital transformation, including digital upskilling for employees, and streamlining of various internal processes in order to nurture a digital-first culture that embraces innovation.

We are so glad to be recognized as a successful and innovative telecommunication company in Iraq with a Stevie Award for “Excellence in Innovation in Technology Industries”. Recognition from the Stevie Awards means a lot to us and motivates Asiacell to continue to serve the community with professionalism. Winning such an award requires hard work and we encourage other companies to focus on their customers and local communities in order to excel.

THANK YOU

Continue Reading

Recent Posts

Articles5 hours ago

Stevie Awards Winners’ Articles Series – Boehringer Ingelheim

“We are powered by people, we share a common purpose that drives everything we do, we serve mankind by improving...

Corporate5 days ago

Q&A with Yasmine Yehia | MEA Employer Branding Manager at Schneider Electric, Life Coach & Consultant

Interviewer: Mahmoud Mansi “To be able to have a strong brand, you need to start from within – you need...

Magazine1 week ago

Stevie Awards Winners’ Articles Series – Eng. Abeer Mahmoud Ramadna

“Continuous Learning, adopting innovation & creativity and teamwork are among the guiding principles of success and excellence in the government...

Civil Work2 weeks ago

مقابلة صحفية مع إيناس عبدالقادر – مهندسة نسيج ومتحدثة في مؤتمر تيدكس وادمدني بالسودان

صحافة: محمود منسي ثورة الموارد البشرية: إيناس لديك العديد من الخبرات في مجالات مختلفة، هل يمكن أن تعطينا نبذة عن...

Articles2 weeks ago

Stevie Awards Winners’ Articles Series – Asiacell

“Winning such an award requires hard work and we encourage other companies to focus on their customers and local communities...

Interviews2 weeks ago

Q&A with Germeen El Manadily; TV Presenter | Publisher | Digital Marketing Expert | TEDx Speaker

Interviewer: Mahmoud Mansi “After the COVID-19 Pandemic, the world came to the realization that social media has a huge influence...

Interviews2 weeks ago

Interview with Stephanie Runyan, PHR, the Director of Learning for the HR Certification Institute

“HR professionals must be prepared for anything.  The roles of HR professionals continually change, there will be a continued need...

Interviews2 weeks ago

Q&A with Mahmoud Sami Ramadan – Digital Advertising Specialist, Dubai

Interviewer: Mahmoud Mansi “I am going around and discovering and jumping from one field to another, to be able to...

Articles3 weeks ago

Qisaty Project & Developing Talent in Children with Special Needs in Egypt

Edited By: Mahmoud Mansi Qisaty Project – founded by Mona Lamloum – was launched on 26th December 2019 to support...

Articles1 month ago

Stevie Awards Winners’ Articles Series – Kuveyt Türk Participation Bank Case

“Each institution’s culture is unique. Employee culture and corporate culture should create a common blend” Nomination: Stevie Internal Communication Bronze...

Categories

Trending