winning culture oak hall conference
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Building and Sustaining
a Winning Culture
“Simplicity is the ultimate sophistication” Leonardo da Vinci
Organizational Culture…
• The values and behaviors that contribute to the unique social and psychological environment of an organization.
Who are your “customers” for Summer Camp?
The level of highly satisfied and engaged
EMPLOYEES in your business.
The number one factor in increasing the level of highly satisfied and engaged
CUSTOMERS in your business is…
What do engaged employees look like?
1. They give more discretionary effort.2. They consistently exceed expectations.3. They take more responsibility and initiative.4. They receive better customer service ratings.5. They offer more ideas for improvement.6. They promote and model teamwork.7. They volunteer more for extra assignments.8. They anticipate and adapt better to change.9. They persist at difficult work over time.10. They speak well of the organization.
Key attributes of winning cultures
• High aspirations and a desire to win
• Extreme customer focus
• A “think like owners” attitude
• Bias to action
• Individuals who team
• Passion and energy
Bain & Company 5
From the Employee’s Perspective:
Positive Culture
Fun
Family
Friends
Fair
FreedomPride
Praise
Meaning
Results
5
Focus me
Know me
Care about me
Hear me
Help me feel proud
Equip me
Help me see my value
Help me grow
What do employees want? S B A
Business Side• Integrity• Professionalism• Accountability• Execution• Urgency• Customer Focus• Ownership Mentality
Who do you want on your team?
• D• M• C• C• M• D
irection – vivid, clear, inspiring --- shared
easurements – specific, observable, focused
ompetence – very good at what they do
ommunication – open, honest, courageous
utual Accountability – all team members
iscipline – do this every day
Accountability
• 100% Clarity
• Agreement
• Tracking
• Coaching
• Reward / Punishment
Clear Direction
No
Yes
Explain the Task
Agreement
Gain Agreement
Skills
Yes
No
Training
Resources
Yes
No
Get them theResources
Authority
Yes
No
Empower Them
Motivated
Yes
No
Coach Them
PerformanceImprovement
Yes
No
Clarity
The Four Pieces of Paper…
Agreement
Drone Scapegoat
OwnershipMentality
LooseCannon
HIGH
LOW
LOW HIGH
Auth
ority
Accountability
Empowerment
Keep a Compelling Scoreboard• It has to be simple• It has to be visible to the team• The has to show all key metrics
• It has to tell you immediately if you are winning or losing!!
Tracking
MPS Margin Per Sale
Talent
Customer Service
Customer Retention
Create a “Dashboard” of all key measures
Workshop
What are some of the things you can measure?
Coaching
Situational Leadership
Teacher Coach
Director Cheerleader
FLEX
LOW
LOW
HIGH
HIGH
Moti
vatio
n
Skill
Motivation = Motive for Action
Motivation Styles• Intrinsic vs. Extrinsic• Toward vs. Away-From• Public vs. Private• Award vs. Praise• Constant vs. Special
Ask – Watch – Listen!!!
Workshop• Outline the core elements of the kind of
culture you want at your camp.
• What, specifically will YOU need to do to create that sort of culture?