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BPAA SummitJanuary 2011

Welcome to Leaders and Leadership

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Leaders and Leadership

Are individuals born as leaders or do they develop leadership skills and qualities through life’s experiences?

“A Born Leader!”Few people other than some select business school

students and military personnel ever have the opportunity for formal leadership training.

So, how are leaders created? What is the difference between a manager and a leader?

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Leaders and Leadership

Currently, 57,330 different books on leadership are for sale on Amazon.com and a multitude of opinions on leadership qualities and traits.

Today, we will be examining business leadership and, specifically, leadership of bowling businesses.

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Leaders and Leadership

What is the job of the business leader? I suggest it is to create value!

“Crea Aliquid Pretii”

To have a positive impact on the business. To leave it stronger then when he or she

started.

How do they achieve this?

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Leaders and Leadership

A business leader creates value by influencing others to become enthusiastic about the leader’s vision for the business and through direction and personal example.

Follow the courses of action that ensure the company achieves the Mission and fulfills the Vision.

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Leaders and Leadership

1. Courage2. Leadership3. Vision4. Demonstrable impact on company, industry, business5. Degree of difficulty6. Employee engagement, leadership development7. Customer value and shareholder value created8. Innovativeness9. Personal character – is there a coherent higher purpose?10. Peer respect/beacon of excellence/reputation

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Chief Executive Magazine’s Criteria for Selecting the CEO of the Year:

Leaders and Leadership

1. Intelligent2. Had integrity and established moral principles that they exhibited and followed3. Very knowledgeable about their business4. Appreciated the value and contribution of others5. Good at delegation, holding accountable and follow through6. Optimistic and enthusiastic outlook – but realistic7. Prepared to take calculated risks8. Demanding of others9. Set high standards10. Had sense of humor11. Good people skills12. Most of all, had clear sense of purpose and where they and the business were

going

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Leaders I have known personally or worked with shared the following common characteristics:

They had all earned the positions they occupied after many years of hard work!

Leaders and Leadership

Bowling is a people business – People serving people

There is no product that the customer takes home– Only a memory of the experience at the center

Marketing and customer service are key functions.

It follows that the leadership qualities already discussed are required, especially good people skills, delegating and accountability practices, and maintaining high standards through personal involvement and example. Delegation without inspection is abdication!

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Leadership Qualities Needed to Operate a Successful Bowling Business

Leaders and Leadership

Bowling – a wonderful business –provides important personal

benefits to people and communities

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Leaders and Leadership

Bowling – personal benefits –fun, competition, exercise, social intercourse, happy times, recognition, praise, self-esteem, fond memories, etc., etc., etc.

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Leaders and Leadership

Bowling – long history: Community recreational asset. Part of fabric of

American life. Positive image.

Be proud of your business.

Be proud of your contribution to your community.

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Leaders and Leadership

Bowling business has changed from operations driven to marketing and

service driven.

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Leaders and Leadership

The changing nature of the business brings new challenges for the business leaders – fresh focus – new priorities –

new plans to achieve the vision.

Are you the leader? Will you adapt?

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Leaders and Leadership

If you don’t want to change…here’s the good news:

“You don’t have to change…survival is optional!”

Peter DruckerWriter, Management Consultant, University Professor

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Leaders and Leadership

Bowling – Changing Business Data

YearBowlers

SanctionedNumber of

Lanes

Bowlers per

Lane

Total Population

Penetration of

Population

Games per Lane per Year

1978-79 9,844,646 154,077 64 202,850,000 4.83% 10,476

2009 2,200,000 110,000 20 310,000,000 0.7% 7,698

2010 2,167,000 108,426 20 310,000,000 0.7% 7,178

Note: Games per lane per year peaked in 1976 at 11,419Number of lanes peaked in 1984 at 155,093

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Leaders and Leadership

“The changing business and changing marketplace requires managers with leadership qualities…no longer is it possible for the caretaker type of owner or manager to run a successful bowling center.

They must be able to lead their organization…know where they are going…have a plan to get there…convince colleagues to enthusiastically embrace it.”

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Leaders and Leadership

“All leaders have had one characteristic in common. To confront the major anxiety of their people in their time. That, and not much else, is the essence of leadership.”

John Kenneth Galbraith (1977)Economist

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Leaders and Leadership

Great leadership in action…

September 11, 2001

New York City

Rudolph Giuliani

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Leaders and Leadership

Giuliani’s criteria for leadership:

1. Must have strong beliefs

Ronald Reagan – Government too big Communism evil

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Leaders and Leadership

Giuliani’s criteria for leadership:

2. Must be an optimist

Martin Luther King, Jr. – “I have a dream.”Vince Lombardi – “I never lost a game.”

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Leaders and Leadership

Giuliani’s criteria for leadership:

3. Courage

“Courage is the first of human qualities because it is the quality which guarantees all others.”

Winston Churchill

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Leaders and Leadership

Giuliani’s criteria for leadership:

4. Must have a plan:a. Four hours preparation for one hour

of trialb. NYC 100’s of disaster plans

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Leaders and Leadership

Giuliani’s criteria for leadership:

5. Teamworka. Complimentary talents and skillsb. Collaboration

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Leaders and Leadership

Giuliani’s criteria for leadership:

6. Communicationa. Know what you are talking aboutb. Have a clear message

Day 1: “We’ll get through this.”Day 2: “We’re going to get back to normal.”Day 3: “We will rebuild the city.”

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Leaders and Leadership

Giuliani’s criteria for leadership:

7. Care for your people:a. Demonstrate integrityb. Listen to themc. Have empathyd. Back them upe. Keep them informedf. Support them

“The funerals, the funerals, the funerals.”

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Leaders and Leadership

Example of poor leadership:

September 2005

Katrina – New Orleans

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Leaders and Leadership

Leadership means leading…taking others towards

a better tomorrow.

Do you know where you are going?

Where are you leading your organization?

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Leaders and Leadership

To get anywhere, we need a map, a plan…a business plan:

1. Mission – a statement of purpose2. Vision – broad explanation of future aspirations3. Strategic Objectives – strategies to achieve vision4. Goals – specific measurable targets supporting

objectives5. Action Plans – steps to achieve goals6. Measurement Structure and Evaluations

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Leaders and Leadership

“Visionary Leadership”

“The most effective leader is one who sees and harnesses the transforming power of vision.”

Beth Davis

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Leaders and Leadership

Visionary Leadership – leading the organization towards achieving the

business plan.

“We demonstrate leadership style based on our belief about human nature.”

Prof. Scott SnookHarvard Business School

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Leaders and Leadership

Effective leaders understand their own assumptions about human nature.

How you lead (leadership style) is influenced by who you are (self-awareness) and the demands of the situation (situational awareness).

Expanding your self-awareness and ability to adapt your leadership style increases your overall range of effectiveness as a leader.

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Leaders and Leadership

“There is no more powerful engine driving an organization toward excellence and long-range success than an attractive, worthwhile and achievable vision of the future, widely shared.”

Burt NanusVisionary Leadership

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Leaders and Leadership

Manager LeaderThe manager administratesThe manager is a copyThe manager focuses on systems/structuresThe manager focuses on controlsThe manager has a short-range viewThe manager asks how and whenThe manager focuses on the bottom lineThe manager imitatesThe manager accepts the status quoThe manager is the classic good soldierThe manager does things right

The leader innovatesThe leader is an originalThe leader focuses on peopleThe leader inspires trustThe leader has a long-range perspectiveThe leader asks what and whyThe leader looks to the horizonThe leader originatesThe leader challenges itThe leader is his own personThe leader does the right thing

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Leaders and Leadership

Characteristics of a Great Leader• listening• visionary• responsible• open-minded• diplomatic• encouraging• good follow up• consistent• honest

• integrity• intelligent• flexible• disciplined• enforces standards• handles pressure• accepts feedback• understands

organization• approachable

• change facilitator• patient• enthusiastic• compassionate• skilled• diligent• communicator• recognition• compromise

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Leaders and Leadership

“People who feel good about themselves

produce good results.”

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Leaders and Leadership

“Help people reach their full potential…catch them

doing something right and praise them!”

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Leaders and Leadership

“There are two things people want more than love and money…recognition and praise.”

Mary Kay AshFounder, Mary Kay Cosmetics, Inc.

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Leaders and Leadership

“Hold people accountable… catch them doing something wrong…reprimand quickly, efficiently and move on.”

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Leaders and Leadership

“The Ancient Romans had a tradition; whenever one of their engineers constructed an arch, as the capstone was hoisted into place, the engineer assumed accountability for his work in the most profound way possible, he stood under the arch.”

Michael Armstrong

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Leaders and Leadership

“Good is the enemy of great.”

Jim CollinsGood to Great: Why Some Companies Make the Leap…and Others Don’t

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Leaders and Leadership

Bowling to prosper mustbe driven by

a passionate commitment to excellence!!

It starts with the leader!!!

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Leaders and Leadership

The quest for excellence

Excellencein

Performance

Knowing the job very wellMaintaining high standardsEffective teamwork

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Leaders and Leadership

The quest for excellence

• Sales and Marketing• Customer Service• Quality• People and Training• Facilities and Programs

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Culture ofExcellence

Leaders and LeadershipThe quest for excellence

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Leaders and Leadership

Why now?• Changing mix in business demands it• Growing operational complexity• Workforce challenges:

• national and local shortages• difficulty of recruiting quality workers• reduce turnover• helps recruitment

• Strategic opportunity to differentiate ourselves• Unifying framework and continuity for future• Builds on momentum of renewed interest in bowling by

American public• Builds on positive energy from recent successes and

publicity

The quest for excellence

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Culture ofExcellence

Leaders and LeadershipThe quest for excellence

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Leaders and Leadership

Characteristics of a Great Work Culture• open-minded• enjoy environment• work ethic• holistic approach• team• open communication• honesty• hygiene

• friendly• safe• supportive• convenient• rewarding• encouraging• organized

• well supplied• open to change• stable• caring concern• diversity• brings forth leaders

The quest for excellence

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Key Characteristicsof

a Healthy Culture

No Excuses

OpenCommunication

Leaders and LeadershipThe quest for excellence

Characteristics of a Healthy Culture

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Leaders and Leadership

The Transformation of Baptist Health CareThe quest for excellence

Baptist Health Care – 1990’s• located competitive market• low and declining market share• financial challenges• patient satisfaction lowest quartile• poor employee morale

Baptist Health Care – 2000’s• Baldridge National Quality Award• superior patient satisfaction• high employee morale• strong competitive position with market share growth• financially successful

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Leaders and Leadership

The quest for excellence

Best Practice Leader: Baptist Health CareRecognition and Rewards

• Malcolm Baldridge National Quality Award (2003)• Number one position for hospitals in patient satisfaction for

more than 120 consecutive months by Press Ganey Associates• 100 Best Companies To Work For In America by Fortune

Magazine (2005, 2004, 2003, 2003)• National Leadership Award for Excellence in Patient Care by

Voluntary Hospitals of America (2005)• Top 100 Training Organizations by Training Magazine (2005,

2004, 2003, 2002)• Top 99th percentile of hospitals in patient satisfaction as

measured by Press Ganey Associates

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Leaders and LeadershipThe quest for excellence

VISION

SUCCESS

Outstanding People, Exceptional Service, Uncompromising Quality

VISION DRIVES STRATEGIC FRAMEWORK FOR EXCELLENCE51

Leaders and Leadership

The quest for excellence

Read:“The Baptist Health Care Journey

to Excellence”

By: Al Stubblefield

Creating a Culture that Wows!

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Leaders and Leadership

My Bowling Center

What we stand for today

Our hopes and aspirations for the future

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Leaders and Leadership

Share your visionSell your visionGet your team to buy in – and then

live it everyday and celebrate the successes!

Remember – the leader’s vision is what drives the business.

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Good Luck...

Great Success...

and Thank you!

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