cultural blueprinting webinar presentation, september 19, 2013 joe tye, ceo and head coach values...
TRANSCRIPT
Cultural
BlueprintingWebinar Presentation, September 19, 2013
Joe Tye, CEO and Head CoachValues Coach Inc.
Copyright © 2013, Values Coach
Inc.
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If you have questions that I did not address in this webinar:
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Key goals of this
webinar*….
*And all in 60 minutes!
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Objective #1
Share my top ten culture
stories – and a key lesson
from each
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Objective #2
Share my top ten great
ideas for crafting and
cultivating a culture of
ownership on a
foundation of values
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Objective #3
Share my top ten key
success factors for
effective cultural
transformation
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Objective #4
Answer frequently asked
questions about cultural
transformation
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Objective #5
Tell you about the new
Cultural Blueprinting
Toolkit and the Culture
Mechanic Advisory Service
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And all this in
just 60
minutes!
Introductory
comments
Which diner is most
likely to earn your
repeat business and
have you recommending
the place to friends and
neighbors?
Or…
This is not a trick
question…
It’s the reality of
competing today.
Slide show: 12 Reasons Why Culture Eats Strategy for Lunch
“I came to see, in my
decade at IBM, that
culture isn’t just one
aspect of the game –
it is the game.”
“Advertising is a tax
you pay on having an
unremarkable culture.”
Robert Stephens, Founder of Geek
Squad
“There is a correlation between
clearly articulated and lived
culture and strong business
performance [but most people
do not believe that their
culture is upheld in their
organizations.]”
- Deloitte
Culture will have a
significant impact on
your future bottom
line.
Your bottom line next year
will largely be determined
by your current strategies;
your bottom line in the
following years will be
more influenced by your
current culture.
“Every organization has a
culture. Unfortunately,
many, if not most,
cultures develop by
happenstance...”
Pamela Bilbrey and Brian Jones: Ordinary
Greatness: It’s Where You Least Expect It...
Everywhere
What is culture?
The personality
and the character
of your
organization.
What is culture?
The cumulative
attitudes and
behaviors of your
employees.
Culture doesn’t
change unless
people do.
A key point!
Culture is morally
neutral.
Enron had a
powerful culture.
What sort of cultural
environment would I
feel if I worked for your
organization?
This?
Or this?
Energy faucet?
Or energy drain?
It’s not culture or strategy,
but rather how the two can
complement and reinforce
each other.
Your organization has a
strategic plan – but do
you have a culture
plan?
Top Ten
Culture
Stories
Story #1
Greatest startup:
Zappos
Your culture is
your brand!- Tony Hsieh
Getting a job at the Zappos
call center is more
competitive than gaining
admission to Harvard
Story #2
Greatest
turnaround:
Starbucks
A resilient culture was more
important than new
strategies in saving
Starbucks
“The only assets we have
as a company [are] our
values, our culture and
guiding principles, and
the reservoir of trust with
our people.”Starbucks CEO Howard Schultz in
Harvard Business Review, July-August
2010
Story #3
Most endearing
culture:
Patagonia
People don’t go to work for
Patagonia because they
love stuffing down
coats into boxes!
Story #4
Culture that
competes with
love and fun:
Southwest Airlines
Southwest
Airlines didn’t
earn the highest
loyalty in the
industry with its
bags fly free and
fuel price
hedging
strategies
Same business
Different cultures
Nap
Rap
All the major air carriers
copied the Southwest
business model: but they
all failed the culture test.
Story #5
Culture that puts
people first:
Costco
Same business
Different cultures
People pay to
shop at
Costco…
People shop at Wal-
Mart because they
don’t have to dress up
like they do for the
Dollar Store.
Wal-Mart’s culture of
low price at any cost
has come at a huge
cost to the company.
Wal-Mart has spent
over $100 million on
the investigation of
bribery and other
ethics scandals.
Sam Walton would
be rolling over in his
grave!
Story #6
Culture that shot
itself in the foot:
United Airlines
Not fixing Dave Carroll’s
guitar cost United $millions
Not to mention the damage
to the company’s already
bad reputation for
customer service…
And the airline’s already
troubled employee
relations (they are the ones
taking the brunt of
customer ire).
Within four days of the
video being posted more
than a million people
viewed it and United’s
stock price dropped 10%,
costing shareholders $180
million.
“We have hundreds if not thousands of examples…” 816,911
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Dave has since done two
more United Breaks Guitars
videos* and written a book.
* Now with more than
20 million views
Story #7
Greatest culture
crash-and-burn:
Hostess
The fingers are all
pointing in the
wrong direction
What really killed
Hostess was a culture
of labor-management
hostility.
Story #8
Killing the golden
egg laying goose:
Home Depot
Nardelli’s hard-fisted GE
strategies increased
sales, profits, and stock
price…
At the cost of violating its
people-centric values and
ability to compete for the
best talent.
Home Depot’s board
wanted so badly to get
rid of Nardelli that they
paid him a quarter of a
billion dollars just to
make him go away!
Story #9
The Values
Collaborative and
the Values and
Culture Challenge
“I got a whole new team
and didn’t have to
change any of the
people.”
Paul Utemark, CEO
Fillmore County Hospital
Story #10
The greatest
culture change
story of all time
Are you old enough to
remember these days?
Back then people
smoked everywhere!
When Dr. C. Everett Koop called for a smoke-free society in 1986 it was an “impossible” goal
What happens to
someone who
lights up in a
public place today?
We don’t need
to tell people
they can’t
smoke in our
buildings or
discipline them
when they do –
coworkers will
take care of that
Top Ten
Culture
Change
Strategies
Strategy #1
Start with core values.
The McKinsey 7-S Framework
“Committable core values that
are truly integrated into a
company’s operations can
align an entire organization
and serve as a guide for
employees to
make their own decisions.”Tony Hsieh: Delivering Happiness
A great statement of organizational
values:
Defines identity
Taps into emotions
Inspires action
Aligns with personal
values
Promotes & recruits
Memorial Hospital of Converse CountyDouglas, Wyoming
Posted version
Compassio
n
Advocacy
Respect
Excellence
Posted version
Compassio
n
Advocacy
Respect
Excellence
Group version
Integrity
Enthusiasm
Loyalty
Stewardshi
p
Ownership
Fun
From…
Compassion
Advocacy
Respect
Excellence
To…
Certified Values Trainers – Sidney Regional Medical Center
Created by Values Trainers at Fillmore County Hospital
Strategy #2
Assess your current culture
(but first, take off your
rose-colored glasses).
Where would your
organization fall on the A-O
Continuum?
Strategy #3
Establish attitude and
behavioral expectations,
including your zero-
tolerance behaviors such as
bullying and rumor-
mongering.
“… backbiting, petty scandal,
misrepresentation, flirtation,
injustice, bad temper, bad
thoughts, jealousy, murmuring,
complaining. Do we ever think
that we bear the responsibility
of all the harm we do in this
way?”Florence Nightingale to her Nurses
Strategy #4
Define your culture in a
memorable 6-word phrase.
This guy made a fortune with just 6 words
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From a large
medical
products
company
105
Version 1
Global company driven
by motivated
individuals
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Version 2
Great company, often
own worst enemy
107
Version 3
Process driven crisis
management creating
dysfunction
108
From a large
academic
medical center
109
Version 1
Heartfelt commitment
unifies a dynamic
culture
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Version 2
Sailing in turbulent
waters rudders
aligned
111
Version 3
Dedicated employees
deflated by
overwhelming obstacles
How can managers working
in the same organization
have such differing
perceptions!?!?
Entrepreneurial small business
We’re tough
We’re focused
We win
Nobody does it
better than...
Southwest Airlines Motto
Servant’s Heart, Warrior Spirit,
Fun-Loving Attitude
Strategy #5
Define your culture in a
book title and back cover
blurb.
What do these CEO book
titles tell prospective
employees about their
cultures?
If your CEO wrote a book
about the culture of your
organization, what would
the title of that book be?
If people who work in your
organization saw it in a
bookstore window, would
they recognize that it was
about them?
A hypothetical example
Book title
Yahoo! From Stultified
to Electrified
The Cultural Revolution that
Woke Up a Sleeping Giant!
Back cover blurb on current culture
A stultified organization paralyzed
by boring meetings and calcified
bureaucracy, coasting on past
glories, missed out on Web 2.0 and
yielded the field to Google,
Facebook, and other upstarts.
Back cover blurb on ideal culture
A brash young CEO banned useless
meetings, brought down silo walls,
imposed accountability and rattled
the cages of bureaucrats to inject a
sense of urgency. Yahoo! has
remembered its heritage and is
once again looking through the
windshield instead of the rearview
mirror.
Strategy #6
Adopt The Pickle Challenge.
The Pickle Challenge
has taken on a life of
its own!
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Harlan County Hospital
Brodstone Memorial Hospital
Alverno Clinical Laboratories
White River Health System
The Pickle Challenge at Select
Medical Central Billing Office
The Pickle Challenge at Star
Valley Medical Center in Afton,
WY
The pickle party at the Battle
Creek VA Medical Center
Strategy #7
Use metaphors to capture
your essential cultural
characteristics.
Metaphors can shape identity;
what metaphor would you use
to describe the ideal culture of
your organization?
Strategy #8
Use the Culture Mapping
Schematic to map out plans
for actions you can take to
promote a stronger culture
of ownership.
What we want: Identify
why you want a culture
of ownership. In this
example, the goal is to
enhance loyalty.
What it takes: Any
characteristic in the
second ring will
enhance loyalty, but
we are going to focus
on pride.
How we do it: Any
action in the outer ring
will enhance pride, we
are going to focus on
values.
Strategy #9
Buy the Cultural
Blueprinting Toolkit – and
attend one of the Cultural
Blueprinting Workshops
free.
30-minute
intro video
6 one-hour
webinars
180-page
workbook
Module #1: Engagement and a
Culture of Ownership
Module #2: Invisible Architecture™
Module #3: Foundation of Values
Module #4: Superstructure of
Culture
Module #5: Interior of Attitude
Module #6: Values-Based
Leadership
Strategy #10
Subscribe to the weekly
Culture Mechanic Advisory
Service.
Top Ten
Key Success
Factors
Key Success Factor #1
Absolute commitment of
the senior leadership team
(solid in determination,
flexible in approach).
Key Success Factor #2
Enthusiastic participation of
middle management team
(this is the antidote to
“program of the month”
syndrome).
Key Success Factor #3
A growing core of Spark
Plug people at every level
of the organization.
Key Success Factor #4
Clear employment of the
WIIFM (What’s in it for me)
Factor.
Key Success Factor #5
Make it fun.
Key Success Factor #6
Start from where you are
and be authentic – develop
your ideal culture rather
than trying to copy that of
someone else.
Key Success Factor #7
Gain escape velocity and
achieve critical mass as
quickly as possible.
Key Success Factor #8
Plow through the inevitable
resistance.
Key Success Factor #9
Move from a culture of
optionality to a culture of
ownership.
You cannot allow people
to opt-out of your
defined culture!
Key Success Factor #10
Engage a wider community.From an email I received yesterday
“I’m not sure if you remember talking about the root beer
floats, and someone in the room had made the joke about
wanting root beer floats from their employer. Either way,
members of the Converse County Bank ended up paying it
forward and sending root beer floats to Solutions for Life
(the ones who made the joke). Solutions for Life then paid
it forward to the Douglas Police Department.”
Responses to
Questions
Question #1
How do we deal with the
people who, either actively
or passive-aggressively, try
to sabotage efforts to
foster a more positive
culture?
Question #2
How do we maintain
cultural momentum?
And one last
thing…
You might personally be
the ultimate beneficiary
of a cultural
transformation
initiative…
“Leaders reported that
working… to create a new
culture was also personally
transformative –
a renewed awareness of their
unique gifts of communication,
understanding, curiosity,
presence, heart or wisdom.”Barbara Kimball: “Cultural Transformation in
Healthcare,” a report from The Robert Wood Johnson
Foundation
“Building a culture of
engagement within your
organization is your way as a
leader to leave an incredibly
powerful legacy – one that will
positively influence the lives of
everyone you work with, now
and into the future.”
Paul Spiegelman and Britt Berrett: Patients Come
Second: Leading Change by Changing the Way you
Lead
Management is a job
description…
Leadership is a life
decision.
To learn more about what
Values Coach can do for your
organization, contact
Michelle Arduser:
319-624-3889
m