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“How the Mighty Fall &
Why Some Never Give In”
Don Stickney – Director, Minneapolis 311
311 Synergy Group
Tuesday, May 6, 2014
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First, a little about Minneapolis 311……..
Minneapolis 311 opened January 4, 2006
311 Reports to the City Coordinator
Population 390,000
Weak Mayor /Strong Council
Bargaining Unit Environment
Hours: M-F, 7am – 7pm (Will be adding Sat / Sun 8:00am – 4:30pm on May 31)
31 employees
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What will you get from the next
30 minutes? Ideas that you can take with you
to……
Get you on the road from Good to Great
Or
Get you back on the road……..
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Why Is This?
How is it that some individuals or organizations just seem to get it right? Whether in their careers or in
business they seem to have it figured out. Even when faced with career paths that have seemingly dried up or
businesses that were headed towards impending failure …… they were able reverse course and get
back on track and continue on the road from “Good” to “Great”.
What did they see, what did they learn, what did they
do and how did they change?
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Resources………..
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Good to Great Concepts…
Good is the Enemy of Great
Leadership … Level 5 Leadership
Getting the Right People on the Bus
Confront the Brutal Facts
Stay Focused – the Hedgehog Concept
A Culture of Discipline
Technology Accelerators
Mo…… men……tum!!!! – The Flywheel
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Good to Great Concepts
Get the right people on the bus….
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And the others …………….
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Make Sure Leadership is on the Bus!! Our Challenge:
We have been blessed with an incredible opportunity –
The opportunity to radically improve citizen and resident perceptions of city government..
The opportunity to be a catalyst to help reengineer how the City of Minneapolis conducts business..
The opportunity to continue to develop our 311 team into one of the most dynamic and successful teams ever assembled in either a public or private business setting..
And finally, the opportunity to be part of a journey from Good to enduring Greatness…
The opportunity is ours, collectively We, the Leadership of 311, through a commitment without boundaries to each other and the rest of our 311 Team gladly and without hesitation take ownership of this incredible challenge.
This is my commitment: _________________________________________
Date: ________________________
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Leadership Hieraerchy?
Level 5 Executive Builds enduring greatness through a paradoxical blend of personal
humility and professional will.
Effective Leader Catalyzes commitment to and vigorous pursuit of clear and compelling
vision stimulating higher performance standards.
Competent Manager Organizes people and resources toward the effective and efficient
pursuit of predetermined objectives.
Contributing Team Member Contributes individual capabilities to the achievement of group
objectives and works effectively with others with others in a group setting.
Highly Capable Individual Makes productive contributions through talent, knowledge, skills and
good work habits.
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Level 5 Leadership
Workmanlike Diligence Sustained results Never stop trying to be qualified for the
job. Unwavering resolve The window & the mirror Professional will / Personal humility Set up successors for even greater
success You can accomplish anything in life, provided you don’t care who gets the credit. Harry S. Truman
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What Keeps Us On Track
Vision Minneapolis 311 is a high performing, customer
focused center of excellence providing residents, guests and visitors with prompt, easy to use, equal
access to local government services and information.
Mission 311 serves as the single point of contact for local
government information and services
Values The 311 employees possess a passion for serving the public,
are quality oriented, performance driven and operationally excellent while always seeking continuous improvement.
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Customer
Technology
What’s your service model…..
Here’s ours
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How we applied Good to Great Customer
Do you have customers?
Do you know who they are and what they want?
People Are they right people ?
Are you the right person?
Process Process efficiency, effectiveness & quality
Discipline and process adherence
Technology Not technology for technology sake.
Technology as an accelerator.
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ON THE ROAD TO GREAT…
BEWARE OF CHANGING
ROAD CONDITIONS………
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Do We Recognize the Warning Signs?
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Recognize that you are not on track…
1. Hubris (Arrogance)Born of Success
2. Undisciplined Pursuit of More
3. Denial of Risk and Peril
4. Grasping for Salvation (It’s at this point where either recovery happens or not…)
5. Capitulation to Irrelevance
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What are The Warning Signs
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Getting Back on the Road
WHAT YOU ARE DEEPLY PASSIONATE ABOUT
WHAT DRIVES YOUR ECONOMIC ENGINE WHAT YOU CAN BE THE
BEST AT
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An Understanding Of What to be About
WHAT YOU ARE DEEPLY PASSIONATE ABOUT
WHAT DRIVES YOUR ECONOMIC ENGINE
WHAT YOU CAN BE THE BEST AT
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Good to Great Concepts…
Good is the Enemy of Great
Leadership … Level 5 Leadership
Getting the Right People on the Bus
Confront the Brutal Facts
Stay Focused – the Hedgehog Concept
A Culture of Discipline
Technology Accelerators
Mo…… men……tum!!!! – The Flywheel
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THANKS ……… IT’S BEEN FUN!!!!