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Business Excellence

Let’s review the suggested cultural blueprints implementation plan.

The Building owner is the CEO.

Deliverables from Leaders Champions are full set of blueprints.

Leaders: Vision (Yours, tiers up to company vision statement), Involvement (Training versus Development), Accountability (two 3-legged stools), Commitment (Internal Values).

Employees: History (Founder’s Story, milestones), Customs (Behaviors, traditions), Icons (Language, Symbols), Values (Internal).

Customers: The Bullseye (Wow), 360 Analysis (Needs, Wants, Stereotypes, Emotions), Unifying Goal (Common Purpose), Decision Tree (Non-Negotiable, Famous For, Business Need).

Reputation: Your Promise (Unifying Goal), Delivering Your Promise (Process Mapping), Emotional Connection (Behavioral Guidelines).

Improvement: Generate Ideas (Build your box), Select Ideas (Continuous Improvement Process), Implement Ideas (CIP), Leader’s Role (Environmentalist).

All collaborative efforts by executive leaders and the cross-functional teams should revolve around simple, focused, energetic, creative, visionary, and scalable outcomes – blueprints for an organizationally vibrant culture.

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How to execute next steps to convert theory into reality

Big picture involvement:

Five foundational ownership tracts; 19 total blueprints.

One owner of everything, the CEO.

Up to ten Champions selected from CEO Cabinet; two Champions for each of the five ownership tracts (Leaders, Employees, Customers, Reputation, Improve). Some Cabinet members may be responsible for two ownership tracts.

Ten assistant champions selected from your best, most passionate leaders in Human Resources, Labor Relations, Employee Relations, Compliance, Employment, Marketing, Public Relations, Communications. Assistant Champions should only focus on one ownership tract.

From 15-30 advocate teams selected from every employee, at every level, in every department. This is three to five team advocates per ownership tract.

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Owner

• CEO

Champions

• C-Level Executive (always have two, to solve for unexpected absences)
• Provides vision, inspiration, commitment

Assistant Champions

• Cross-functional pair from Human Resources, Labor Relations, Employee Relations, Compliance, Employment, Marketing, Public Relations, Communications.
• Always have two, to solve for unexpected absences
• Provides involvement, accountability, commitment
• For unexpected absences, always be grooming the replacement from the Advocate Team.

Advocate Teams

• Created from any employee, at any level, in every department
• 3-6 total per team recommended
• Cross-functional
• Provides energy, enthusiasm, effort, commitment

Final blueprint

• Create action steps
• Review, organize notes
• Create plan
• Discuss
• Summarize
• Create final blueprint
• Present to CEO and Cabinet

Develop and deliver campaign

• Goals/deliverables
• Assign roles
• Timeline
• Accountability

Misc

• Manage project scope creep
• Prepare contingency plans for project disruptions
• Always be grooming replacement/succession

Continuous Improvement

• Manage health of all teams
• Grow team bench
• Measure
• Celebrate
• Share
• Historian documents growth, change, transformation

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Cultural Transformation Next Steps after Executive engagement (2-days with 19 cultural blueprints)

Traditional blueprint assignments:

Leaders: CEO, Human Resources, Labor Relations, Employee Relations; one of these four owns total responsibility.

Employees: HR & Marketing (Employment, Training & Development, Communications, Recognition)

Customers: CCO (Chief Customer Officer), HR (Orientation, OJT, Ongoing Training)

Reputation: HR (Training) Marketing & PR (Communications)

Improve: CEO, HR, Marketing

Notes:
We started with senior leadership because you are the most connected and experienced with the organization’s strategy. You know things no other levels know.

Recommend creating a corporate Historian (including video/photo library) to work with and assist all other areas to make key links and connections to the founder’s story, heritage & traditions, traits and behaviors, language and symbols, and shared values.

The most natural things to feel about uncharted territory: doubt, fear, anxiety, confusion, excitement, joy, relief, hope, motivation.

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The 19 cultural blueprints for corporate architecture for business excellence

LEADERS (blueprints, site prep, foundation)
1. (Vision) a clear, concise, compelling vision
2. (Involvement) Create your tool box with at least 100 easy to implement developmental ideas
3. (Accountability) Develop your tool kit with your top three priorities for each: Employees, Customers, Business PLUS: Technical, Managerial, Behavioral.
4. (Commitment) Short list (7 or less) of internal leadership (and employee) values, with concise definition and sample behaviors.

EMPLOYEES (shell, walls, roof)
5. (History) Full-blown founder’s story capturing the organizational DNA (and an historian identified)
6. (Customs) Long list of company heritage as well as traditions (ongoing historical management)
7. (Icons) Comprehensive guide to corporate language, symbols, phrases, tag lines, etc (ongoing historical mgmt)
8. (Values) Categorize unique traits & behaviors your culture is famous for.
EMPLOYEES: Deep and broad integration with your 4 HR practices: Hire, Train, Inspire, Value.

CUSTOMERS (floor plans, doors, windows, walls, stairs, closets, etc)
9. (Wow) Identify and define your quintessential service goal. Then embed it in your organization’s DNA
10. (360 Analysis) Exhaustive lists of Needs, Wants, Stereotypes (+-), Emotions (+-); this will fuel scalable ways to hit your bullseye all day, every day.
11. (Unifying goal) redress your vision statement in a pair of overalls and march it to the front line. This is your battle-cry, the reason you exist. This one blueprint is the most important tool for harvesting your work force’s discretionary effort.
12. (Decision Tree) Create your prioritized corporate decision making matrix based on your non-negotiable, famous for, and business need.

REPUTATION (Exterior style & landscaping)
13. (Your promise) This one’s easy, it’s your unifying goal.
14. (Delivering your promise) process map every customer (and employee) touch point and create exhaustive lists for delivering your quintessential service goal at every touchpoint, all day, every day.
15. (Connecting Emotionally) Create organizationally unique employee framework to allow for initial and ongoing training and development.

IMPROVE (functionality – plumbing, electric, hvac, lighting, etc)
16. (Generate Ideas) Build your corporate box and think inside it.
17. (Select ideas) Use process mapping, 360 analysis, financials, surveys, etc
18. (Implement ideas) Develop a corporate framework for Continuous improvement (CIP); a literal six sigma for dummies.
19. (Leader’s Role) Create environment where great ideas have no choice but to flourish. Everyone is creative, your ideas are separate from your identity, “yes, and”.

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jeff noel’s Disney Business Excellence Basics Will Challenge You

Who pushes you and your organization to do your best work?

Does overwhelm and urgency drive most of your days?

Are you satisfied with your cultural and personal business excellence framework?

Do most days feel like you’re playing whack-a-mole on a corporate scale?

If you cleared your calendar from distraction for an entire day, what would you focus on and why?

If you could wave a Magic Wand, it would provide the corporate architecture for building better answers.

Jeff’s five world-class business excellence basics provide a brilliantly simple blueprint for better days, better outcomes, and better health – organizationally and personally.

Organizational Vibrancy Basics

What’s the business advantage to understanding and exploiting the service-profit chain?

What drives the service-profit chain? (Answer: Leadership.)

What are the six steps to Disney’s Continuous Improvement Process?

Why there are positive and negative ripple effects from leadership and how do you design organizational vibrancy?

Jeff’s business excellence architecture provides the transformational template for organizational and personal vibrancy.

Every employee, at every level, in every company will walk away equipped with catalytic business excellence DNA to solve their unsolvables.

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Great Business Excellence Categorically Changes Everything

Do you want to lead the category or do you want to become the category?

After you read the next sentence, ask yourself what your organization (or you if you can’t influence an entire company) would have to do differently to have your customers and employees feeling it, talking about it, and loving it?

Be the category.

Imagine being a category of one.

No one else does what you do in the way you do it and your customers (and employees) love you for it.

Great business excellence categorically changes everything.

Yes or no?

Please remember we aren’t talking about good and very good business excellence. At Disney we have a saying, “Good and very good aren’t good enough.”

Be the category.

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How Does Disney Excel?

The harsh reality is that satisfaction is dangerous.

At Disney, we are never satisfied.

Every day, all day, we are focused on exceeding expectations at every customer and employee touch point.

Sound like your organization?

Never satisfied.

Never.

Satisfied.

World-class organizational vibrancy must set a standard so high, it literally guarantees competitive immunity.

Think about it and imagine your organizational vibrancy being intentional and relentless about clearly outdistancing your competition.

Now imagine aiming for decent organizational harmony.

Decent harmony is not the goal.

Organizational vibrancy, harnessed from the interconnectedness of the business chain of excellence, is the goal.

Exceeding expectations is the goal.

World-class organizational vibrancy is the goal.

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Excel Like You Mean It

If you were accused of living with vibrant business excellence balance, would there be enough evidence to convict you?

When i say excel like you mean it, i mean, and sorry if this feels uncomfortable, does the level of excellence rise when you show up? Does it remain high when you’re not there?

What if it did on both accounts?

Here’s the harsh reality, it’s not the Disney Magic that makes it work, it’s the hard work that makes Disney Magic.

Nothing substitutes for focus, discipline, and a clear, concise, and compelling vision.

If You Need Inspiring Words, Don’t Do It

Be so clear about the organizational vibrancy you want to architect, build, and grow that nothing can extinguish your fire.

Burn the ships.

If what you’re doing doesn’t make our world better, you’ll know it because you’ll keep hitting your snooze button.

And if hitting the snooze button is your modus operandi (yes, it’s criminal), no amount of inspirational quotes and anecdotes will ever move the needle.

Positive, uplifting quotes are wonderful. They give us the same warm and fuzzy feeling a shot of whiskey provides to an alcoholic. But you’ll never see anyone world-class doing shots before they do important, inspiring work.

Our goal is to literally jump out of bed at the first chiming of our morning ringtone and welcome the brand new day like we’re welcoming the most important day of our life.

Is boldness genius?

You could Google it to research who said it (like it even matters), or you could say it and get to work – like you mean it (which matters more than anything).

Disconnect From Hope and Enthusiasm

Connect to hard work.

The only way to excel at business excellence – and maintain it – is to outwork your previous self.

The others around you aren’t your competition, although we are tempted to live in that paradigm.

Our old habits of banking on hope and enthusiasm, yet not being willing to .think .differently will fail us.

We must become an insatiable student and a remarkable teacher of business excellence.

Then we’ll come full circle and we can again embrace hope and enthusiasm.