This document discusses culture and core values at Dunkin Donuts. It defines culture as a way of thinking, behaving or working within a place or organization. Core values are guiding principles that dictate behavior and are right or wrong. Dunkin's previous CEO identified their core values as honesty, integrity, responsibility, humility, fairness, transparency and respectfulness. The document provides examples of core values from Dunkin Donuts like hospitality, kindness, teamwork and asking for help. It compares service versus hospitality and discusses hiring, training, leadership and tying values and performance together. It advocates for a hospitable culture from the moment of hire at Dunkin Donuts.
Sandi York Letter of Reference- Richard RaySandi York
Sandi York worked at New Horizons from 2007 to 2012, where she managed the front desk, supported sales and operations teams, and assisted the General Manager. She has excellent communication skills, a strong work ethic, and a positive attitude. She is a reliable, trustworthy, and dependable team player who often volunteered for projects and consistently delivered excellent results.
DCC celebrated its fourth anniversary with clients and partners by hosting an event to thank them for their support. DCC presented clients with "Daley" awards to recognize them. The event was attended by representatives from various client and partner organizations, and DCC thanked everyone who was able to attend or send best wishes for the anniversary celebration.
Laurent & Benon Group is launching a new Gifting Solutions vertical to provide corporate gifts for clients. They recognize that gifts help appreciate relationships and strengthen partnerships. There is a growing need for businesses to give gifts to clients throughout the year, not just on occasions, to maintain healthy relationships. Laurent & Benon aims to be a one-stop shop for high quality, useful corporate gifts across categories like leather goods, home items, electronics and more to ensure clients appreciate both the company's services and goodwill gestures.
Making life better @Weststar and CITN ...our values presentation 2013April Cummings
Weststar and CITN/Cayman 27 are working to change their corporate culture. We believe that instead of spouting off a bunch of values that don't mean anything to us, the time had come to articulate who we are and who we want to be.
Teams perform best when they have an engaged and supportive culture where employees feel valued. Measuring and managing a company's culture is important for productivity, competitive advantage, and long-term success. The Recognition Environment Survey measures key aspects of a company's recognition culture, including how important recognition is perceived to be, current recognition practices, and types of rewards. Implementing a recognition program can increase employee loyalty and commitment by helping managers recognize and motivate their employees.
This document discusses alcoholism and its impacts. It describes alcoholism as a chronic disease where drinking is used to cope with stress and problems. Alcoholism harms individuals physically, mentally, and spiritually. It also greatly impacts families of alcoholics, often causing children issues. The best treatment is Alcoholics Anonymous, a 12-step program founded in 1935 to help alcoholics maintain sobriety. It focuses on admitting powerlessness over alcohol and trusting a higher power to aid in recovery.
The document summarizes a study that evaluated a community-based health promotion program in Egypt called SMART. Some key findings:
- SMART trained community health workers to deliver health education to mothers through home visits and group sessions on topics like maternal nutrition, newborn health, and child nutrition.
- Exposure to SMART activities was significantly higher in Upper Egypt than Lower Egypt, with over 90% of mothers in Upper Egypt receiving home visits compared to under 50% in Lower Egypt.
- The study found a dose-response relationship between exposure to SMART and improved maternal knowledge and behaviors - mothers who engaged more with SMART showed greater gains.
- While knowledge and some behaviors improved more in Upper Egypt
El arbitraje internacional de inversiones, actualmente, es un mecanismo de resolución de conflictos entre los Estados soberanos y los inversionistas privados extranjeros
Sandi York Letter of Reference- Richard RaySandi York
Sandi York worked at New Horizons from 2007 to 2012, where she managed the front desk, supported sales and operations teams, and assisted the General Manager. She has excellent communication skills, a strong work ethic, and a positive attitude. She is a reliable, trustworthy, and dependable team player who often volunteered for projects and consistently delivered excellent results.
DCC celebrated its fourth anniversary with clients and partners by hosting an event to thank them for their support. DCC presented clients with "Daley" awards to recognize them. The event was attended by representatives from various client and partner organizations, and DCC thanked everyone who was able to attend or send best wishes for the anniversary celebration.
Laurent & Benon Group is launching a new Gifting Solutions vertical to provide corporate gifts for clients. They recognize that gifts help appreciate relationships and strengthen partnerships. There is a growing need for businesses to give gifts to clients throughout the year, not just on occasions, to maintain healthy relationships. Laurent & Benon aims to be a one-stop shop for high quality, useful corporate gifts across categories like leather goods, home items, electronics and more to ensure clients appreciate both the company's services and goodwill gestures.
Making life better @Weststar and CITN ...our values presentation 2013April Cummings
Weststar and CITN/Cayman 27 are working to change their corporate culture. We believe that instead of spouting off a bunch of values that don't mean anything to us, the time had come to articulate who we are and who we want to be.
Teams perform best when they have an engaged and supportive culture where employees feel valued. Measuring and managing a company's culture is important for productivity, competitive advantage, and long-term success. The Recognition Environment Survey measures key aspects of a company's recognition culture, including how important recognition is perceived to be, current recognition practices, and types of rewards. Implementing a recognition program can increase employee loyalty and commitment by helping managers recognize and motivate their employees.
This document discusses alcoholism and its impacts. It describes alcoholism as a chronic disease where drinking is used to cope with stress and problems. Alcoholism harms individuals physically, mentally, and spiritually. It also greatly impacts families of alcoholics, often causing children issues. The best treatment is Alcoholics Anonymous, a 12-step program founded in 1935 to help alcoholics maintain sobriety. It focuses on admitting powerlessness over alcohol and trusting a higher power to aid in recovery.
The document summarizes a study that evaluated a community-based health promotion program in Egypt called SMART. Some key findings:
- SMART trained community health workers to deliver health education to mothers through home visits and group sessions on topics like maternal nutrition, newborn health, and child nutrition.
- Exposure to SMART activities was significantly higher in Upper Egypt than Lower Egypt, with over 90% of mothers in Upper Egypt receiving home visits compared to under 50% in Lower Egypt.
- The study found a dose-response relationship between exposure to SMART and improved maternal knowledge and behaviors - mothers who engaged more with SMART showed greater gains.
- While knowledge and some behaviors improved more in Upper Egypt
El arbitraje internacional de inversiones, actualmente, es un mecanismo de resolución de conflictos entre los Estados soberanos y los inversionistas privados extranjeros
This short document promotes creating presentations using Haiku Deck, a tool for making slideshows. It encourages the reader to get started making their own Haiku Deck presentation and sharing it on SlideShare. In just one sentence, it pitches the idea of using Haiku Deck to easily create engaging slideshow presentations.
This document discusses the importance of hospitality in customer service. It defines hospitality as the warm relationship formed between guests and hosts through friendly, personalized service. The document emphasizes that hospitality is important for building customer loyalty and a positive customer experience. It provides examples of hospitality from other companies like Disney and Shake Shack. It also stresses that hiring employees with strong emotional skills is important for delivering great hospitality.
The document discusses the use of cryogenics at CERN for the Large Hadron Collider (LHC). The LHC requires superconducting magnets that must be cooled to 1.9K using superfluid helium to generate magnetic fields of 8.3T. This makes the LHC's cryogenic system the largest refrigeration system in the world, cooling over 36,000 tons of magnets. The system produces 144kW of refrigeration at 4.5K and 20kW at 1.9K, distributed through a 27km tunnel to the magnets.
Vacuum circuit breaker selection of circuit breakersshubham_bharadia
This document discusses vacuum circuit breakers and the selection of circuit breakers. It describes the construction of vacuum circuit breakers including their moving contacts, fixed contacts, and arc shields. It explains the principle of operation where an arc is produced and quickly extinguished in vacuum. It discusses the advantages of vacuum circuit breakers such as being compact, reliable, and having a long life. The document also outlines factors to consider when selecting a circuit breaker such as voltage, frequency, interrupting capacity, and continuous current rating. Finally, it provides a table comparing different circuit breaker types and their applicable voltages and breaking capacities.
A weighbridge is a set of scales used to weigh vehicles and calculate the weight of their load. It has a load cell component that creates an electrical signal proportional to measured force. Load cells are mounted in a way that absorbs breaking forces to improve their life. An electronic static weighbridge has a framework mounted on load cells that detect shear stress from loads as analog electrical signals processed by a microprocessor. Weighbridges come in pit and pitless types and are used in industries that transport bulk goods to measure material flow weights.
Java se 8 programming Eğitimi İçeriği.
Bilgi Almak İçin lütfen websitemizi ziyaret ediniz.
https://www.bilginc.com/egitim/44849/java-se-8-programming-egitimi
CO2 2019 | Denise Trad-Wartan | Driving Brand AwarenessCoalmarch
This document discusses the importance of building a strong company culture and brand. It emphasizes that company culture, defined by shared values and leadership, shapes employee behavior and the customer experience. This directly impacts the company's reputation. When culture and values are clearly defined and consistently communicated, it leads to higher employee retention, productivity and sales. Measuring adherence to values is key to accountability and high performance. The branding and marketing should reflect and reinforce the cultural values to potential customers.
How powerful are company values as an employee engagement energiser?
Unlock the power of your company values. Here are some ideas for using the influential power of values to transform team performance.
This document discusses developing a hospitality culture. It defines a service culture as one that supports customer service through policies, procedures, rewards systems, and actions. Leaders play a crucial role in developing and transmitting the culture. A supportive leadership climate fosters dignity, respect, pride and team cohesion among employees. Developing a strong service culture requires establishing clear benchmarks, goals, and objective measures of progress. Organizational culture encompasses shared values, beliefs, and behavioral norms within an organization. Developing and managing cultural diversity is an important part of international hospitality management.
This document discusses the importance of customer service for events planners and businesses that rely on tourism. It emphasizes that customer service should be deliberate, measured, and long-term in order to meet customer expectations and maximize visitor spending in the local economy. Poor customer service can negatively impact online reviews and community perceptions, while good customer service creates loyal customers and free advertising for the destination. The document provides tips for training employees, managing customer feedback, and creating a positive work environment focused on customer needs.
This document provides guidance on creating an ideal organizational culture. It begins with defining organizational culture and explaining why focusing on culture is important. The presenter then outlines an agenda to assess the current culture, define desired core values, and develop a roadmap to achieve the ideal culture. Examples of core values from other organizations are presented. Attendees participate in exercises to describe their current culture, identify elements to keep/remove/add, and draft core values. The presentation emphasizes that simply having core values is not enough and provides examples of implementing a cultural change through communication, training, and accountability. It concludes by asking if the session outcomes of understanding culture and developing a vision, values, and roadmap were achieved.
Differentiated Customer Experience - McMillanUXPA UK
This document discusses designing and consistently delivering a differentiated customer experience. It emphasizes engaging customers through technology, products and services. It also stresses the importance of consistency and intentionality in delivering a predictable, branded experience that is differentiated and valuable to customers. The goal is to have staff who are so consistently good that they become the brand in the eyes of customers.
How do some of the best companies in the world bring company values to life for employees? If you have a set of core values, how can you lift them off the page so that the whole business understands and embraces the culture they're part of?
Tony Hsieh became the CEO of Zappos.com in 2000 and helped grow it to $1 billion in sales by 2008. In 2010, he and Jenn Lim launched Delivering Happiness to teach businesses how to create cultures of happiness based on scientific research. Their methodology focuses on aligning organizations around a higher purpose through clearly defined values and behaviors. Client testimonials show how Delivering Happiness has helped companies increase sales, engagement, and serve their missions by building cultures of happiness.
This document outlines steps for creating a strong customer service culture. It recommends starting with a clear vision and core values, then teaching, defining, living, measuring and rewarding excellent customer service. Specific tactics discussed include journey mapping customer experiences, training employees on service fundamentals like solving problems and going the extra mile, and modeling the customer-centric cultures of companies like Netflix and Zappos. The goal is to develop a team focused on delivering the best possible customer experiences.
Selecting and Retaining Talented Teams John Kulacki
I recently gave this presentation to one of my restaurant clients, and it changed the way they were thinking about selecting and retaining their talent. We achieved results that translated into increased sales and guest counts. Check it out!
This document provides information on leadership development solutions offered by Wiseheart Ltd. It includes summaries of various workshops focused on developing leadership skills like mindset, attitude, emotional intelligence, resilience and mindfulness. Some key workshops summarized are Mindset & Attitude (a 2-day workshop introducing core skills), Advanced Mindset & Attitude (a deeper 2-day workshop), and Mindset & Mindfulness (a 1-day workshop developing mental skills). Details are given on workshop objectives, outcomes, agendas and target audiences. The document also outlines team development solutions and services attitude training for frontline staff.
Zappos is a service company focused on customer service and company culture. They have built a culture centered around ten core values like delivering wow through service and creating fun. Zappos commits to its culture by hiring for culture fit, implementing culture reviews, and offering a pay to quit policy. Leaders drive the culture and help employees find purpose beyond profits. Programs like co-worker bonuses and anniversary celebrations reinforce the positive team spirit culture.
The document discusses concepts related to organizational culture and work culture. It defines culture as a common set of values, beliefs, attitudes and behaviors shared within an organization. A positive work culture promotes high morale, peak performance and productivity. Creating such a culture requires managers to introspect, communicate a clear vision and mission aligned with core values, elicit commitment from employees, and empower them. Revitalizing the workforce involves changing attitudes and mindsets to encourage collaboration, sharing, initiative and continuous learning. The overall culture or "smell of the place" must support these behaviors for the organization's goals.
How to Find, Motivate, and Retain your Top TalentG&A Partners
This document provides guidance on finding, motivating, and retaining top talent. It outlines a process to attract the right employees, grow their engagement, and keep them loyal. The key steps are to know your needs, ensure accurate job descriptions, attract the right people, provide growth and reward opportunities, and communicate successes. It emphasizes creating an environment where employees feel welcomed and engaged in problem-solving to build an incredible legacy culture with trusted leadership.
This short document promotes creating presentations using Haiku Deck, a tool for making slideshows. It encourages the reader to get started making their own Haiku Deck presentation and sharing it on SlideShare. In just one sentence, it pitches the idea of using Haiku Deck to easily create engaging slideshow presentations.
This document discusses the importance of hospitality in customer service. It defines hospitality as the warm relationship formed between guests and hosts through friendly, personalized service. The document emphasizes that hospitality is important for building customer loyalty and a positive customer experience. It provides examples of hospitality from other companies like Disney and Shake Shack. It also stresses that hiring employees with strong emotional skills is important for delivering great hospitality.
The document discusses the use of cryogenics at CERN for the Large Hadron Collider (LHC). The LHC requires superconducting magnets that must be cooled to 1.9K using superfluid helium to generate magnetic fields of 8.3T. This makes the LHC's cryogenic system the largest refrigeration system in the world, cooling over 36,000 tons of magnets. The system produces 144kW of refrigeration at 4.5K and 20kW at 1.9K, distributed through a 27km tunnel to the magnets.
Vacuum circuit breaker selection of circuit breakersshubham_bharadia
This document discusses vacuum circuit breakers and the selection of circuit breakers. It describes the construction of vacuum circuit breakers including their moving contacts, fixed contacts, and arc shields. It explains the principle of operation where an arc is produced and quickly extinguished in vacuum. It discusses the advantages of vacuum circuit breakers such as being compact, reliable, and having a long life. The document also outlines factors to consider when selecting a circuit breaker such as voltage, frequency, interrupting capacity, and continuous current rating. Finally, it provides a table comparing different circuit breaker types and their applicable voltages and breaking capacities.
A weighbridge is a set of scales used to weigh vehicles and calculate the weight of their load. It has a load cell component that creates an electrical signal proportional to measured force. Load cells are mounted in a way that absorbs breaking forces to improve their life. An electronic static weighbridge has a framework mounted on load cells that detect shear stress from loads as analog electrical signals processed by a microprocessor. Weighbridges come in pit and pitless types and are used in industries that transport bulk goods to measure material flow weights.
Java se 8 programming Eğitimi İçeriği.
Bilgi Almak İçin lütfen websitemizi ziyaret ediniz.
https://www.bilginc.com/egitim/44849/java-se-8-programming-egitimi
CO2 2019 | Denise Trad-Wartan | Driving Brand AwarenessCoalmarch
This document discusses the importance of building a strong company culture and brand. It emphasizes that company culture, defined by shared values and leadership, shapes employee behavior and the customer experience. This directly impacts the company's reputation. When culture and values are clearly defined and consistently communicated, it leads to higher employee retention, productivity and sales. Measuring adherence to values is key to accountability and high performance. The branding and marketing should reflect and reinforce the cultural values to potential customers.
How powerful are company values as an employee engagement energiser?
Unlock the power of your company values. Here are some ideas for using the influential power of values to transform team performance.
This document discusses developing a hospitality culture. It defines a service culture as one that supports customer service through policies, procedures, rewards systems, and actions. Leaders play a crucial role in developing and transmitting the culture. A supportive leadership climate fosters dignity, respect, pride and team cohesion among employees. Developing a strong service culture requires establishing clear benchmarks, goals, and objective measures of progress. Organizational culture encompasses shared values, beliefs, and behavioral norms within an organization. Developing and managing cultural diversity is an important part of international hospitality management.
This document discusses the importance of customer service for events planners and businesses that rely on tourism. It emphasizes that customer service should be deliberate, measured, and long-term in order to meet customer expectations and maximize visitor spending in the local economy. Poor customer service can negatively impact online reviews and community perceptions, while good customer service creates loyal customers and free advertising for the destination. The document provides tips for training employees, managing customer feedback, and creating a positive work environment focused on customer needs.
This document provides guidance on creating an ideal organizational culture. It begins with defining organizational culture and explaining why focusing on culture is important. The presenter then outlines an agenda to assess the current culture, define desired core values, and develop a roadmap to achieve the ideal culture. Examples of core values from other organizations are presented. Attendees participate in exercises to describe their current culture, identify elements to keep/remove/add, and draft core values. The presentation emphasizes that simply having core values is not enough and provides examples of implementing a cultural change through communication, training, and accountability. It concludes by asking if the session outcomes of understanding culture and developing a vision, values, and roadmap were achieved.
Differentiated Customer Experience - McMillanUXPA UK
This document discusses designing and consistently delivering a differentiated customer experience. It emphasizes engaging customers through technology, products and services. It also stresses the importance of consistency and intentionality in delivering a predictable, branded experience that is differentiated and valuable to customers. The goal is to have staff who are so consistently good that they become the brand in the eyes of customers.
How do some of the best companies in the world bring company values to life for employees? If you have a set of core values, how can you lift them off the page so that the whole business understands and embraces the culture they're part of?
Tony Hsieh became the CEO of Zappos.com in 2000 and helped grow it to $1 billion in sales by 2008. In 2010, he and Jenn Lim launched Delivering Happiness to teach businesses how to create cultures of happiness based on scientific research. Their methodology focuses on aligning organizations around a higher purpose through clearly defined values and behaviors. Client testimonials show how Delivering Happiness has helped companies increase sales, engagement, and serve their missions by building cultures of happiness.
This document outlines steps for creating a strong customer service culture. It recommends starting with a clear vision and core values, then teaching, defining, living, measuring and rewarding excellent customer service. Specific tactics discussed include journey mapping customer experiences, training employees on service fundamentals like solving problems and going the extra mile, and modeling the customer-centric cultures of companies like Netflix and Zappos. The goal is to develop a team focused on delivering the best possible customer experiences.
Selecting and Retaining Talented Teams John Kulacki
I recently gave this presentation to one of my restaurant clients, and it changed the way they were thinking about selecting and retaining their talent. We achieved results that translated into increased sales and guest counts. Check it out!
This document provides information on leadership development solutions offered by Wiseheart Ltd. It includes summaries of various workshops focused on developing leadership skills like mindset, attitude, emotional intelligence, resilience and mindfulness. Some key workshops summarized are Mindset & Attitude (a 2-day workshop introducing core skills), Advanced Mindset & Attitude (a deeper 2-day workshop), and Mindset & Mindfulness (a 1-day workshop developing mental skills). Details are given on workshop objectives, outcomes, agendas and target audiences. The document also outlines team development solutions and services attitude training for frontline staff.
Zappos is a service company focused on customer service and company culture. They have built a culture centered around ten core values like delivering wow through service and creating fun. Zappos commits to its culture by hiring for culture fit, implementing culture reviews, and offering a pay to quit policy. Leaders drive the culture and help employees find purpose beyond profits. Programs like co-worker bonuses and anniversary celebrations reinforce the positive team spirit culture.
The document discusses concepts related to organizational culture and work culture. It defines culture as a common set of values, beliefs, attitudes and behaviors shared within an organization. A positive work culture promotes high morale, peak performance and productivity. Creating such a culture requires managers to introspect, communicate a clear vision and mission aligned with core values, elicit commitment from employees, and empower them. Revitalizing the workforce involves changing attitudes and mindsets to encourage collaboration, sharing, initiative and continuous learning. The overall culture or "smell of the place" must support these behaviors for the organization's goals.
How to Find, Motivate, and Retain your Top TalentG&A Partners
This document provides guidance on finding, motivating, and retaining top talent. It outlines a process to attract the right employees, grow their engagement, and keep them loyal. The key steps are to know your needs, ensure accurate job descriptions, attract the right people, provide growth and reward opportunities, and communicate successes. It emphasizes creating an environment where employees feel welcomed and engaged in problem-solving to build an incredible legacy culture with trusted leadership.
This document discusses managing organizational culture at scale. It begins by defining culture as the behaviors an organization rewards and punishes. It then provides lessons learned from managing growing teams from 1 to 100 people, including empowering all team members to shape culture, using performance reviews to reinforce values, and intentionally managing incentives to align with values. An exercise is presented for teams to discuss their actual and desired cultures by exploring current incentives and behaviors. The key points are that culture propagation is influenced by role models and incentives, and managers play a central role in shaping culture through their reward and punishment of behaviors.
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The document outlines a people values strategy for a business. It discusses 3 key areas:
1. Defining the company's core values that all employees should uphold such as caring, honesty, and treating customers and staff well.
2. Engaging employees by communicating the company vision, providing training, and ensuring employees feel their work is important.
3. Engaging customers by empowering employees to provide excellent customer service and deal with customer needs.
The strategy proposes conducting a staff survey to identify important values and areas for improvement. It also suggests creating a people management system based on core values to guide employee conduct consistently across the business.
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In this presentation you will learn the business value of culture and how Salesforce brings its culture to life. You will Understand Why Culture and Values Matter and be Explore the Salesforce Ohana Culture and Values, and also Build a Plan to Bring our Culture and Values to Life.
2. What is Culture?
O How do you define it?
O A way of thinking, behaving, or working
that exists in a place or an organization.
(Merriam-Webster Definition)
3. Core Values
O Definition: the guiding principles that
dictate behavior and action. They help
people know what is right and wrong.
O Dunkin’ Core Values: Honesty, integrity,
responsibility, humility, fairness,
transparency, respectfulness. (Jon L. Luther,
previous CEO)
4. Our Core Values:
O Hospitality comes from your mentality
O Kindness goes a long way
O Teamwork makes the dream work
O Doughnut be afraid to ask for help
O People first, customers second, this has
to be our new amendment
5. Example
O Zappos: Deliver Happiness
O https://www.youtube.com/watch?v=5CcLI
PaUz3E
O Hire and fire based on core values
7. Service and Hospitality
O Is there a difference?
O If so, what is the difference?
O You should have seen the diagram
hanging in your stores.
8. Service vs. Hospitality
HospitalityService
•Fulfilling order
correctly
•What they order
•Timely
•Prepared
correctly
•Providing
receipt
•Fulfilling the
transaction
correctly
•Intangible
Feeling of
Warmth
•Sincere smiles
•Handling guests
needs with
heartfelt concern
•Vocal Tone
The
goal
“Service is delivering on your promise. Hospitality is making people
feel good while you’re delivering on that promise.” –Danny Meyer
10. Hiring
O Hospitality Packet
O Managers: Identify strengths and
weaknesses as a manager.
O The way you treat new hires tells them
more about your teams purpose, values,
and culture than anything else.
11. Values and Performance
Value
-Hospitality
(guests and each
other)
-Friendliness
-Quality hiring
-Training
-Leadership skills
Performance
-Payroll
-Food cost
-Window execution
-Product execution
-GSS scoring
-RORs and RVs
-Customer feedback
Goal
12. Performance-Values Matrix
1. Performance: How well the person drives and achieves
important results.
2. Values: How well the person embodies and exemplifies the
team’s core values and culture.
13.
14. Bring it to DD
O Be knowledgeable about everything you
sell, especially new items.
O Start training for a hospitable culture from
the moment of hire.
O Assign team members to mentor new
members.
O Treat our customers like royalty.
Editor's Notes
Todays presentation is about culture.
By culture we mean our company culture.
Culture is “not about managing processes and results- it’s about managing people’s energy”
First of all, what is culture? How would you define it? (let them answer)
The definition is, “It is a way of thinking, behaving, or working that exists in a place or an organization.”
Another way of looking at it is:
“Your smile is your logo, your personality is your business card, how you leave others feeling after having an experience with you becomes your trademark”
Before we can have the culture we want, we need to understand core values and work through our own core values.
One way to create culture is by creating core values. Core values are “the guiding principles that dictate behavior and action. They help people know what is right and wrong.”
The previous CEO of Dunkin’ stated once that our core values are honesty, integrity, responsibility, humility, fairness, transparency, and respectfulness.
We would like to step it up a little
Erin came up with the follow core values:
*read*
Does anyone have any feedback on these? How do these make you feel? Do you have anything to add to these?
What can we do specifically to live by these at work?
No bullying policy. Overall feeling customers and employees get from being in the store (should embody these core values)
An example of a company with great core values and company culture is Zappos:
How many people have heard of Zappos? Has anyone worked with their customer service department? (If yes, ask to explain how their experience was)
Zappos is known for delivering happiness and that’s what their company is all about because of their core values.
*play video*
A really important take away from Zappos is they hire and fire people based on their core values.
These are zappos core values…
*read them outloud*
Which is your favorite and why?
You’ve seen these in your stores.
Those of you who weren’t in the presentation last year, could you tell us the difference between service and hospitality?
Is there a difference?
This is the diagram that should be hanging in your stores.
*explain the difference*
Reaching the middle “goal” will apply to our store culture.
Creating excellent service while excelling in hospitality will make employees happy and customers happy.
As we all know, we have started naming leaders who exert hospitality all the time especially at work.
We want to expand what they do.
For example: Reward Employee Hospitality: Maybe hospitality leaders can handout stickers(or something) to those who were hospitable and keep a record of how many each employee got. Employee with most at the end of the month gets a reward.
Buddy system: We already do something similar during training but we want to continue it after training if you aren’t already doing that. Hospitality leaders should become the person that new hires can go to for questions and help.
How it changes the culture of the store.
What are your ideas of how we can grow this?
What has been working and what hasn’t been working?
Incorporating culture and hospitality into hiring
As many of you know we have started incorporating hospitality into hiring with the hospitality packets.
How have the hospitality packets at hiring helped? Do you see a noticeable difference?
Managers: Identify strengths and weaknesses as a manager. Hire according to these by filling in the gaps.
A very important thing to remember is that “The way you treat new hires tells them more about your teams purpose, values, and culture than anything else.”
Take advantage of that by creating a hospitable culture and once you have that, new hires will follow your lead.
Knowing the difference between value and performance is just as important as the difference between service and hospitality.
As an employee, you bring value to Dunkin’ with being hospitable, being friendly, quality hiring, training properly and having leadership skills.
Being a good performer would mean you complete payroll, food costs, window execution, product execution, GSS scoring, doing well on RORs and RVs and positive customer feedback.
Create a happy medium of both value and performance and that will create a good culture for your store.
The performance-values matrix is just to help rate yourself (and possibly future hires) on where you fit in for a good culture.
The definition of performance is how well the person drives and achieves important results.
Where the definition of values is how well the person embodies and exemplifies the team’s core values and culture.
The matrix you see here is a number scale of where you fit when it comes to culture and performance
Performance is how well you consistently achieve the results we need to be successful
And values is how well you consistently embody and embrace our team’s core values
Please score yourself privately
These are the results:
Box 1: is for those who are anywhere between 1-5 for both categories.
These employees lack performance and values and need to work on both.
Box 2: is for those who scored your performance between 1-5 and values anywhere from 6-10.
These employees embody the core values but may not perform well.
Box 3: is for those who perform tasks well (between a 6-10) however they may not embody the teams values well. (between 1-5).
Box 4: is for those who are between 6-10 in both categories
These employees perform well and embody the values well
See where you are on this matrix and we can work on getting each other to box 4!
Culture is all about performing well and embodying the values, with both you create a great culture.
Bringing it to DD:
Some ways to further the culture at your stores include:
Being knowledgeable about everything you sell especially new items.
Go above and beyond with this. For example, yes cold brew is brewed for 12-15 hours but what makes it special? Why should I drink this over regular iced coffee?
Start training for a hospitable culture from the moment of hire.
We have started to do this with the hospitality packets, however are we being hospitable to the new hires? Or treating them like they don’t fit in?
Again, assigning a team member most likely the hospitality leader to mentor new crew members will help the new hires feel more comfortable knowing they have someone to turn to.
Finally, always remember to treat our customers like royalty. Welcome them into your store like it is your home.