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So why, 30 years later, have so few companies gotten the message?
“We didn’t undergo fundamental change by our own choice. It was forced on us. The wisest of people or institutions seldom can deduce, on their own, that change is needed. And if they do, they never muster the courage to act on that need.” Bob Lutz, quoted in Crash Course: The American Automobile Industry’s Roadfrom Glory to Disaster by Paul Ingrassia
The only real empowerment is self-empowerment. No one can empower you but you, and once you have given yourself that power, no one can take it away.
And what is the ultimate source of that sense of personal empowerment?
We need to reconnect with the core values that make the healing professions so special, and that made this nation so great.
The journey from mere Accountability to a culture of Ownership
Accountability Doing what you are supposed to do because someone else expects it of you. Accountability springs from the extrinsic motivation of reward and punishment.
Invisible architecture is to the soul of your organization what physical architecture is to its body.
“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
Lesson #3 Build Culture on a Foundation of Values (Robert Wood Johnson) 109
“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
Zappos Family Core Values Deliver WOW Through Service Embrace and Drive Change Create Fun and A Little Weirdness Be Adventurous, Creative, and Open-Minded Pursue Growth and Learning Build Open and Honest Relationships With Communication Build a Positive Team and Family Spirit Do More With Less Be Passionate and Determined Be Humble Source: Zappos website
1. Deliver Wow Through Service Core Values Frog thinks anything worth doing is worth doing with WOW. To WOW, CVF differentiates himself by doing things in an unconventional and innovative way. He goes above and beyond the average level of service to create an emotional impact on the receiver and give them a positive story they can take with them the rest of their lives. Source: Zappos website
Lesson #4 Trust is the Glue in a Culture of Ownership (Ray Kroc) 113
Lack of trust is like a tax that makes everything cost more and take longer.
“We trust each other at HP; never lock this cabinet again.” Note left by Bill Hewlett on a locked cabinet