Top 10 favourite Tatham-isms

Here is a short-list of some of my favourite ‘Tatham-isms’. Some are borrowed, some are original, and of course each has context. If you’ve got any Tatham-related experiences or quotes to add to this list, feel free to add more!

A high-performance team from The Bank of Philippine Islands

Members of the Sales and Service Synergy Team (clockwise, from bottom, left: Lito Pamintuan, Mercy Evangelista, Sylvia Yngente, Dianne Antonio, Sonny Maroon, June Relativo, Jerome Minglana and Val Sison

Last month, The Tatham Group asked Sylvia Yngente, leader of a team that redesigned the sales process at the Bank of Philippine Islands using the Tatham Systematic Method, to share some of her thoughts about her experience. Inspired by the American Express ads, we asked Sylvia to fill in the blanks. Here’s what she wrote:

The Road that has made all the difference

With a new vision for the Carlo Fidani Peel Regional Cancer Center at The Credit Valley Hospital in Mississauga, Ontario – one that fosters critical and creative thinking, Dr. Sheldon Fine, regional vice president of Cancer Services and chief of the department of oncology at the PRCC sees the Tatham Method as a lever that will open the doors within an organization.

“If you look at the processes of care, whether it’s in an ambulatory center or the cancer center, in the operating room or in the emergency department, Tatham opens your eyes to a more creative and innovative way of looking at delivery of the service.”

“So, for example in the past we used a record player to listen to music, then a tape, then a CD – all of which were incrementally better, but the fundamental change was – why do you have to have a physical medium at all? It was that kind of creative, eye-opening event that changed music and information technology. The same could be said of health-care.”

Paving a new road for cancer patients

Before she leaves The Credit Valley Hospital, the woman I’m speaking with has one last mission: to ring a bell that will signal the end of her cancer treatment. The bell is popular among patients, as it symbolizes the triumph of their survival.*

Her story – like countless other cancer survivors – is inspiring. To overcome a devastating illness takes strength, courage and hope. Yet hearing how she coped with the competing demands of her job and her family begged the question: how was she able to juggle it all and still make her health a priority?  The answer lies in a journey taken by the Peel Regional Cancer Center (PRCC) when its staff decided it was time for a change.

The Place That Sends You Mad

GETTING LOST IN THE CUSTOMER SERVICE ABYSS

I know, I know. Just hearing the phrase ‘bad customer service’ sounds like a squeaky wheel. But what blog would be complete without a gripe about some kind of a customer service horror story?

My inspiration comes from both personal experience, but also from a comic book series I used to read as a youngster. My dad would often surprise us with the latest copy of The Adventures of Astérix a series of comic books that follows the quest of two characters – Astérix and Obélix who defend Gaul (old France) from the Romans by drinking a magic potion brewed by an old druid (aptly named ‘Getafix’), which gives them superhuman strength. The characters often run into all kinds of problems that create situations nothing short of hilarity.

The secret to getting from here to there

After they’ve been through Boot Camp, many of our clients ask, “This is all great, but how do I get from here to there?”

The answer is simple. It starts with you.

“Darn,” you’re thinking. “I wish I could have delegated that.”

The most important success factor in any strategic initiative is good, strong leadership. It’s the one common thread that we have seen in every single organization we have ever worked with. Throughout our experience, we’ve discovered many things that leaders do to create excitement amongst their people and foster a willingness to work hard, succeed and win.

How ‘Creative Tension’ allows vision to become reality

Recently I was running errands when I bumped into a friend in the street. This happens once in a while, as he lives in the neighbourhood. Although we always have a nice chat, most of the time when I run into him, he seems tired and rushed. But this time I noticed something different. He was slimmer, brighter, more relaxed.

“How are you?” I asked, with extra emphasis on each word. “I’m great!” he replied. “I’ve been running every day. I’ve lost 15 lbs and I’ve cut out alcohol. I’m telling you: the secret to feeling good is in water and a good diet. But seriously – you can’t drink enough water!”

I was proud of him. After years of being uninterested in his health, he was beginning to take it seriously. But I couldn’t help wonder what inspired him? It turns out, a lot. He had been tired of feeling bloated, overweight and anxious. He said, “I just woke up one morning tired of being tired. I decided it was time to change.”