Unlock Organizational Excellence: Harnessing Human Behavior for Success
In this episode, Richard Pharro, CEO of APMG International, is joined by Robert den Broeder, managing director of OBM Dynamics B.V. and a seasoned coach and trainer.
Robert shares his journey from teaching service management to exploring the critical role of human behaviour in achieving management excellence. Through his extensive research and practical experience, Robert unveils how Organizational Behavior Management (OBM) can address common business challenges such as improving safety, compliance, quality, and productivity.
In our conversation, Robert discusses the significance of understanding and influencing behaviour to foster a positive organisational culture. He emphasises the importance of leaders recognising behavioural motivations and implementing simple yet effective interventions to drive desired outcomes. We explore the concepts of Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and the emerging Experience Level Agreements (XLAs), and their impact on performance and customer satisfaction.
Robert demonstrates how OBM principles can transform leadership practices, enhance employee engagement, and ultimately lead to better customer experiences; he shares practical insights on developing leadership skills, setting precise behavioural expectations, and reinforcing positive actions to create a more motivated and productive workforce.
