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Built on Values: Creating an Enviable Culture that Outperforms the Competition

Book Description

Most leaders know that a winning, engaged culture is the key to attracting top talent—and customers. Yet, it remains elusive how exactly to create this ideal workplace —one where everyone from the front lines to the board room knows the company's values and feels comfortable and empowered to act on them.

Based on Ann Rhoades' years of experience with JetBlue, Southwest, and other companies known for their trailblazing corporate cultures, Built on Values reveals exactly how leaders can create winning environments that allow their employees and their companies to thrive. Companies that create or improve values-based cultures can become higher performers, both in customer and employee satisfaction and financial return, as proven by Rhoades' work with JetBlue, Southwest Airlines, Disney, Loma Linda University Hospitals, Doubletree Hotels, Juniper Networks, and P.F. Chang's China Bistros.

Built on Values provides a clear blueprint for how to accomplish culture change, showing

  • How to exceed the expectations of employees and customers

  • How to develop a Values Blueprint tailored to your organization's goals and put it into action

  • Why it's essential to hire, fire, and reward people based on values alone, and

  • How to establish a discipline for sustaining a values-centric culture

Built on Values helps companies get on the pathway to greatness by showing the exact steps for either curing an ailing company culture or creating a new one from scratch.

Table of Contents

  1. Copyright
  2. FOREWORD
  3. INTRODUCTION: LAUNCHING A CULTURE CHANGE THE RIGHT WAY
    1. WHEN SHOULD YOU CONSIDER A CULTURE CHANGE?
    2. BEGINNING THE PROCESS OF CHANGE
    3. ATTRACT THE A PLAYERS
    4. SIX PRINCIPLES FOR CREATING A VALUES-RICH CULTURE
    5. WHO NEEDS VALUES?
  4. 1. IS A VALUES-BASED CULTURE WORTH THE EFFORT?
    1. 1.1. DOES YOUR COMPANY NEED A CULTURE CHANGE?
    2. 1.2. CULTURE BY DESIGN
    3. 1.3. HIRING BY DESIGN
    4. 1.4. A BLUEPRINT FOR VALUES
    5. 1.5. LEADERS DRIVE CULTURE
    6. 1.6. THE CIRCLE OF EXCELLENCE
  5. 2. "SO HOW'S THAT WORKING FOR YOU?": Uncover Your Company's True Values
    1. 2.1. THE CULTURE GAP: MEASURING YOUR CURRENT CULTURE
      1. 2.1.1. Action Step 1: Fanfare!
      2. 2.1.2. Action Step 2: Nominate an assessment team
      3. 2.1.3. Action Step 3: Gather existing survey data
      4. 2.1.4. Action Step 4: Create an anonymous survey
      5. 2.1.5. Action Step 5: Evaluate current values and behaviors with interviews and focus groups
    2. 2.2. UNDERSTANDING YOUR "IS STATE"
      1. 2.2.1. Action Step 6: Look for key words and trends in the data. And do it every day.
      2. 2.2.2. Action Step 7: Publish your findings
    3. 2.3. THE ROLE OF LEADERS IN CHANGING CULTURE
  6. 3. CRAFT YOUR VALUES BLUEPRINT: The Foundation of Everything
    1. 3.1. THE KEYS TO CULTURE CHANGE: THE VALUES TEAM AND VALUES WORKOUT
      1. 3.1.1. Action Step 1: Begin the conversation
      2. 3.1.2. Action Step 2: Select a Values Workout team
      3. 3.1.3. Action Step 3: Perform the Values Workout
      4. 3.1.4. Action Step 4: Publish the first draft of your values
      5. 3.1.5. Action Step 5: Publish your Values Blueprint and take it on the road
      6. 3.1.6. Action Step 6: Create a company-wide implementation plan and timeline
  7. 4. FILL YOUR COMPANY WITH A PLAYERS: A Values-Based Way to Hire
    1. 4.1. VALUES HIRING IS A STRATEGIC BUSINESS RESPONSIBILITY
    2. 4.2. CREATING A NEW WAY TO HIRE ONLY A PLAYERS
      1. 4.2.1. Action Step 1: Start with one key position in one department
      2. 4.2.2. Action Step 2: Create a Values Hiring team to implement the change
      3. 4.2.3. Action Step 3: Determine the key attributes of the position
      4. 4.2.4. Action Step 4: Create an Interview Guide for values hiring
      5. 4.2.5. Action Step 5: Set up peer/manager/HR interview teams
      6. 4.2.6. Action Step 6: Train interviewers to evaluate candidates with their heads, not their guts
      7. 4.2.7. Action Step 7: Communicate the change in your hiring process
    3. 4.3. THE BENEFITS OF OWNING THE NEW HIRING MISSION
  8. 5. LET YOUR EMPLOYEES IMPRESS YOU: Implement a Value-Centered Metrics System
    1. 5.1. USE METRICS TO MAKE VALUES REAL
      1. 5.1.1. Action Step 1: Create an Organization Dashboard
      2. 5.1.2. Action Step 2: Create team metrics and scorecards
      3. 5.1.3. Action Step 3: Track errors honestly
      4. 5.1.4. Action Step 4: Use games to reinforce behaviors
      5. 5.1.5. Action Step 5: Set up systems to give authority
    2. 5.2. ONBOARDING THE VALUES
    3. 5.3. BASE DECISIONS ON THE EVIDENCE, NOT YOUR GUT
  9. 6. REWARD CULTURE CHANGE: Values as a Competitive Advantage
    1. 6.1. PEER REVIEWS MAKE A DIFFERENCE
      1. 6.1.1. Action Step 1: Insist on values-based multi-rater peer review
      2. 6.1.2. Action Step 2: Start peer review at the senior level
    2. 6.2. BASE TOTAL REWARDS ON VALUES
      1. 6.2.1. Action Step 3: Map total rewards against values
      2. 6.2.2. Action Step 4: Listen to employee opinions
    3. 6.3. PAY, PROMOTE, AND TERMINATE BASED ON PERFORMANCE
      1. 6.3.1. Action Step 5: Reinforce through recognition
    4. 6.4. A CREATIVE APPROACH TO BENEFITS
      1. 6.4.1. Action Step 6: Create total rewards statements to communicate the true value of benefits
    5. 6.5. THE COST OF REWARDING BEHAVIOR
  10. 7. ASTONISH YOUR EMPLOYEES: Inspire Culture Change from the C-Suite
    1. 7.1. GIVE THE GIFT OF TIME
      1. 7.1.1. Action Step 1: Set up leader rounds, pocket sessions, and other leadership listening systems
    2. 7.2. MAKE GIVING FEEDBACK EASY
      1. 7.2.1. Action Step 2: Create a simple process for giving feedback
    3. 7.3. LIVE THE VALUES, TELL THE STORIES
      1. 7.3.1. Action Step 3: Base your actions on the values; let your values shine through your actions
    4. 7.4. CELEBRATE SUCCESS
    5. 7.5. DO THE SMALL THINGS RIGHT
      1. 7.5.1. Action Step 4: Live the values you want people to emulate
    6. 7.6. REWARD THE VALUES IN THE C-SUITE
    7. 7.7. NEVER LOSE AN A PLAYER
  11. 8. REINFORCE YOUR VALUES CULTURE: Be Excessive About Communication
    1. 8.1. COMMUNICATE UP, DOWN, AND BACKWARDS
      1. 8.1.1. Action Step 1: Develop a set of key messages
      2. 8.1.2. Action Step 2: Get commitment from senior leadership and the board
      3. 8.1.3. Action Step 3: Cascade to operations, staff, and the front line
      4. 8.1.4. Action Step 4: Anticipate and minimize resistance
    2. 8.2. VALUES REBRANDING
    3. 8.3. GIVE AUTHORITY TO COMMUNICATE THE VALUES TO CUSTOMERS, THEN ASK FOR SUCCESS STORIES
    4. 8.4. ASK, THEN ASK AGAIN
  12. 9. CONTINUOUS DISCIPLINE: Create a Plan for Culture Maintenance
    1. 9.1. CONTINUOUS DISCIPLINE FOR CONTINUOUS IMPROVEMENT
      1. 9.1.1. Action Step 1: Evaluate the extent to which your values have penetrated your organization's people processes
      2. 9.1.2. Action Step 2: Make sure your operational metrics support the values
      3. 9.1.3. Action Step 3: Review performance expectations, appraisals, and rewards
      4. 9.1.4. Action Step 4: Review execution of the values at the C-suite level
      5. 9.1.5. Action Step 5: Review and align relationships with contractors, consultants, and third-party vendors
      6. 9.1.6. Action Step 6: Be both objective and subjective about getting feedback on your progress
    2. 9.2. STRATEGIC LEADERSHIP DEVELOPMENT AND SUCCESSION PLANNING
    3. 9.3. THE STORY OF SUCCESSFUL CULTURE CHANGE
  13. LEADER'S TOOLBOX
  14. NOTES
  15. REFERENCES
  16. ACKNOWLEDGMENTS
  17. ABOUT THE AUTHORS