EXECUTIVE OF THE YEAR: - Customer Service Institute of Australia

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A Great Company: Made Simply. © An Introduction & Excerpt from Bill Shannon’s soon-to-be-published book noteworthy accomplishment is all about improvement. So, if one begins with a dream or an assignment to improve an existing entity, there must an ideal and then metrics to measure success. To get there, it is really quite simple. Three headings across the top of one slide: Imagine you walk into a room and announce: “Starting today, we are going to change this company.” As eyes roll, then bug out and elbows whack ribs below the table, you continue, “And, here’s how: It’s all here on my one slide.” It’s true. One PowerPoint slide is simply all you need to create a great organization, or improve an existing one. tactics and explanations from which you can benchmark, borrow and apply to your company, division, or team. You, the leader, and a team of leaders must want to do it. The “It” is to create something special. This is your company—or organization-- whether you carry the title of founder, lone entrepreneur, team lead, CEO, COO, Human Resources leader, or board member. This is your opportunity to create a special place for employees, customers, community and constituents. To build a reputation, measure and document improvements, and differentiate your dreams—That’s the it. All on one slide. A Great Company. Made Simply. Consider a family. When a family is formed, grows and years go by, the 89 "#$"%%"&$"!!!!!April 2011 routines and often, its health and happiness. A family’s beliefs play out in decisions are made. The family atmosphere, its internal and external relationships are determined based on commonalities and understanding. Priorities are established—how to get along, make decisions, choose friends, spend money, or vote in elections. Habits are formed, special moments created and remembered. Successes are celebrated, as are milestones. Traditions are shared. How often have you heard about an organization with “A family atmosphere” How often is that taken negatively Never. So it can be with your company or team. Your special organisation. The One Slide Explained You only get one chance to begin from scratch. Whether a targeted everything after an opening or other Your Beliefs drive processes that create success. These words are purposefully in order. You may go back and revisit a process or decisions, but your beliefs are the constant. Your company’s Beliefs are the ideal, the real ingredients that make up who you are and what you aspire to be. The words you choose, even for these three major headings, may differ, but the idea is the same. What you believe and want others to understand, align with, and follow, is where everything about your organization begins. While with Disney, I worked with DaVita (NYSE:DVA) helping plan trainings and events. After discussions and other benchmarking, DaVita’s leadership team arrived here: When I joined the company four years later, this same message was used in every class and every national meeting to reinforce aspirations, works in progress, learnings and visions toward the future. DaVita’s beliefs, its Core Values, remain prominent. Only one was added later, Fun, which did not garner enough votes to pass during an initial selection process. Yes, fun in a tough healthcare environment is a Core Value at DaVita. And, please note, employees selected the Values, not an executive team or branding company. You must make these three major steps your own. The beliefs, goals and structures are yours to create, enhance and use. Commit to the effort, communicate relentlessly, and build in metrics and accountability. Adapt this thinking lock, stock and barrel, or Adopt, take an idea, tinker, adjust your aim. Many solid processes
already exist at your company. You may have strong selection and onboarding methodology in place, or continuous product improvement may be deeply ingrained. You might provide customer service training or measure employee satisfaction. In cases like these, your effort will be more around alignment, consistent delivery across the organization, and likely a focus on front line managers so they model your Beliefs and engage deeper commitment. Stay positive. Persevere. Rely on the creativity of your most committed people. Have fun with this; so little time is dedicated to this very important work. Gather ideas and enjoy the outcome. Beliefs matter. At Disney, I worked with Improv troupe actors. The same approach to rules of Improv, works incredibly well in business, especially in brainstorming. You will need to collect ideas in the best possible atmosphere as you select beliefs, values or statements of company direction. Accept ideas and contributions as gifts. This is what Improv actors do. Every idea will not be brilliant; some will be awful. Create and guarantee an atmosphere and process where all ideas are welcome and evaluated. You will receive some great and unexpected gifts. It may be time to begin new thinking, improve the workplace, or you may be starting from scratch. An acquisition or merger provides a new opportunity, or here you are with an idea for a new company, division or department on your hands. Beliefs. I.Beliefs No other word, section, or idea found in this book is more important. What you Your beliefs are paramount. Decisions, allocate funds, it all begins here. Do not Leader, Ask yourself and others questions like these: What does your company stand for What do we aspire to be What makes it unique What is important above all else What is the sum of its parts How you answer these questions means everything. This is where Beliefs, Values, a philosophy for doing business, then mission and vision begin. You can hire a thousand consultants, send every HR person to a hundred seminars, and you can create a vision statement and mission. Companies do it all the time. If you, and they, don’t begin with beliefs, the process is just a process. Something is missing. Before these sorts of investments, everyone must be clear on what the company is about, stands for and believes in. They need to know what makes this company unique, among the best in its here. We must make some assumptions: You are looking for differentiationand have a bigger purpose or at least philosophical statement in mind for your organisation. Your company wants to make a difference in the lives of human beings. You want your team or teams to feel connected to something special, and feel pride in what they do. You are looking for ways to align everyone and everything. You are willing to make the effort. And so are the big boss and other big bosses. (If you are the big boss, then you and others get to leave a legacy, and touch the lives of… thousands, maybe millions.) If these assumptions are correct organisation-wide, say “Let’s go!” You can also emulate a great organisation at your own, local level. The ideas are scalable. If you want to create a special department, region, facility or division, read on and plan accordingly. Disney Institute often asks participant learners to choose the most important of these four statements when considering a Successful Corporate Culture: The best answer, according to Disney is “By Design.” That design, like Disney’s or other admired, strong cultures and brands begins with a core philosophy and set of beliefs that guide decisions, employees, marketing, and just about everything else. Identify options and choose your beliefs. Your work may arrive at a list of core values, and/or a single statement. There is no right or wrong answer, there is only what your company wants to say, and how you want your employees and your constituents to hear, see and understand it. Great cultures, organisations and teams start right here. What you stand for means everything. Take the time to choose wisely, involve others democratically and communicate and reinforce relentlessly. Processes and Successes evolve from here. !!April 2011 "#$"%%"&$"!!! 8'
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EXECUTIVE OF THE YEAR: - Customer Service Institute of Australia

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