Geisinger_Jenn Lim_Pennsylvania
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This document summarizes Jenn Lim's presentation on building a culture of happiness at work. She discusses how Zappos prioritizes culture and values, highlighting their culture book as an example. Lim also presents frameworks for happiness at work, noting research showing happier companies experience better retention, engagement, and profits. She profiles how Geisinger Health System scaled a culture program across its large organization to prioritize patients and employees.
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Geisinger_Jenn Lim_Pennsylvania
- 1. GEISINGER JENN LIM CEO | CO-FOUNDER PENNSYLVANIA NOV 21 2016
- 3. QUICK POLLS ZAPPOS | DH PERSONAL HAPPINESS % OF PEOPLE UNHAPPY AT WORK IN THE WORLD
- 4. HAPPINESS IS THE PURPOSE OF OUR EXISTENCE HAPPINESS IS DEPENDENT ON OURSELVES ARISTOTLE 200 BC
- 6. TAKE A MOMENT TO THINK… WHAT ARE YOUR GOALS IN LIFE
- 7. WHAT IS YOUR GOAL IN LIFE?
- 8. • “WHEN I GET _____, I’LL BE HAPPY” • “WHEN I ACHIEVE _____, I’LL BE HAPPY” • LOTTERY WINNERS • TERMINALLY INJURED OR DISABLED OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS. YET WE’RE SUPERBAD AT PREDICTING WHAT CAN SUSTAIN IT.
- 9. REFLECTION HOW DID I GET HERE? WHY AM I SO PASSIONATE ABOUT HAPPINESS?
- 10. MT. KILI GREEN FIELD Explored and Prioritized INTERNET CONSULTANT LAYOFF LOSER LOSS GO BEARS! ZAPPOS CONSULTANT ROCK BOTTOM REAL LOSS TIME HAPPINESS +| OH @#$%
- 11. “PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL.” – MAYA ANGELOU
- 12. “A WOMAN’S DREAM CLOSET…” ZAPPOS KENTUCKY WAREHOUSE
- 13. • EXPECTATIONS • EXPERIENCE • EMOTIONS • STORIES • CULTURE PERSONAL EMOTIONAL CONNECTION
- 15. HOW IS CULTURE #1 PRIORITY? • HIRING FOR CULTURE • 5 WEEKS OF TRAINING • $4000 OFFER TO QUIT • ZAPPOS CULTURE BOOK
- 16. THE CULTURE BOOK THE CULTURE BOOK
- 17. THE CULTURE BOOK WHAT IS IT? COMPLETELY UNEDITED EXCEPT FOR TYPOS AND SPELLING SNAPSHOT OF CULTURE EVERY YEAR NOW THEIR BRAND BOOK TOO COPIES OUTSIDE AT REGISTRATION TO CHECK OUT FOR YOUR OWN COPY, JUST EMAIL ME JENN@DELIVERINGHAPPINESS.COM
- 19. CORE VALUES AT ZAPPOS 1. Deliver WOW Through Service 2. Embrace and Drive Change 3. Create Fun and a Little Weirdness 4. Be Adventurous, Creative, and Open-Minded 5. Pursue Growth and Learning 6. Build Open and Honest Relationships With Communication 7. Build a Positive Team and Family Spirit 8. Do More with Less 9. Be Passionate and Determined 10. Be Humble
- 20. CULTURE AND CUSTOMER SERVICE SEVERAL BILLION $ COMPANY 1999 – TODAY NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION** *GROSS MERCHANDISE SALES **SHARE VALUE AT THE TIME OF CLOSING
- 21. * 3x Higher Cumulative Stock Market Returns , Russell Investment Group, GPTW 2015 ROI OF HAPPINESS BEST CO’S NEARLY 3X HIGHER RETURNS
- 22. employees in the world DISENGAGED in lost PRODUCTIVITY (U.S. alone) Gallup 2012
- 24. TIME TO REFRAME THE WAY WE WORK
- 25. TIME TO REFRAME THE WAY WE WORK HOW?
- 26. HAPPINESS AS A BUSINESS MODEL 1. COMMITMENT 2. CORE VALUES 3. TRANSPARENCY 4. VISION 5. RELATIONSHIPS 6. THE RIGHT TEAM LESSONS LEARNED?
- 27. 1. COMMITMENT DO YOU WANT TO BUILD A LONG- TERM, SUSTAINABLE BRAND? ARE YOU WILLING TO COMMIT FINANCES, RESOURCES, AND TIME TO IT? HOW LONG WILL IT BE A PRIORITY?
- 28. 2. DEFINE YOUR CORE VALUES IT’S HARD. START EARLY. WHAT ARE YOUR - COMPANY’S - PERSONAL CORE VALUES? DO THEY ALIGN?
- 29. 3. COMMIT TO BE REAL. BE YOURSELF. WHEN PEOPLE ARE, THERE’S LESS TO FEAR. (WHILE SAVING TIME, EFFORT AND ANXIETY) WORK | LIFE INTEGRATION EXAMPLES: VENDOR EXTRANET TWITTER.ZAPPOS.COM “ASK ANYTHING” TOURS & MEDIA VISITS ZAPPOS INSIGHTS
- 30. FOR EMPLOYEES WHAT’S THE LARGER VISION AND GREATER PURPOSE IN THEIR WORK BEYOND MONEY OR PROFITS? FOR ENTREPRENEURS WHAT WOULD YOU BE PASSIONATE ABOUT DOING IF YOU DIDN’T FEAR FAILURE AND DIDN’T MAKE ANY MONEY FOR 10 YEARS? 4. PURPOSE
- 31. 5. BUILD MEANINGFUL RELATIONSHIPS IT’S NOT ABOUT NETWORKING. IT’S ABOUT CONNECTEDNESS. IF YOU’RE INTERESTED, YOU DON’T HAVE TO TRY TO BE INTERESTING. “IF THE PERSON YOU’RE TALKING TO ISN’T LISTENING, BE PATIENT. MAYBE HE HAS A SMALL PIECE OF FLUFF IN HIS EAR.” –
- 32. 6. BUILD THE RIGHT TEAM HIRE SLOWLY. FIRE QUICKLY. HIRE/FIRE BASED ON VALUES.
- 33. WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US? SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY…
- 34. HAPPINESS FRAMEWORK 1 LEVERS OF HAPPINESS
- 35. MIHÁLY CSÍKSZENTMIHÁLYI a HAPPINESS FRAMEWORK 1 3 TYPES OF HAPPINESS
- 36. HAPPINESS FRAMEWORK 4 PARALLELS OF A GREAT BUSINESS AND HAPPINESS
- 37. IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS… HOW DOES THAT APPLY TO YOU AND YOUR COMPANY?
- 39. 550,000+ COPIES SOLD 20 LANGUAGES/COUNTRIES 2010 BEST OF LISTS NPR MARKETPLACE INC. MAGAZINE NEW YORK POST READWRITEWEB AMAZON CUSTOMER FAVORITE #1 BESTSELLER LISTS NYTIMES WSJ AMAZON BARNES & NOBLE BORDERS WHOA.
- 41. THEN THE BUS TOUR…
- 46. FIRST…THERE WAS A BOOK THEN THERE WAS A BUS TOUR
- 47. WE HEARD FROM AROUND THE WORLD UNIFIED BY THE SAME VISION NO MATTER WHAT • BACKGROUND • CULTURE • IDEAS • JOB FROM A TIPPING POINT…
- 48. SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE REFRAME THE WAY OUR WORLD WORKS
- 57. HAPPIER COMPANIES ASSESS AND MEASURE. HAPPINESS AT WORK SURVEY
- 59. WHAT MAKES HAPPY WORK
- 60. WHAT MAKES HAPPY WORK CULTURE OF CARING PATIENT MEMBERS GEISINGER FAMILY (PHYSICIANS + EMPLOYEES) COMMUNITY CORE VALUES KINDNESS EXCELLENCE LEARNING INNOVATION
- 61. WHO ME – WE - COMMUNITY ME PERSONAL ACCOUNTABILITY _______________ WE TEAM & ORGANIZATIONAL ALIGNMENT IMPACT-FOCUS _______________ COMMUNITY PATIENT / CUSTOMER FOCUS
- 63. HAPPINESS ROI HARVARD BUSINESS REVIEW JAN-FEB 2012 BETTER RETENTION SICK LEAVE 66% BURNOUT 125% TURNOVER 51% MORE ENGAGEMENT SALES 37% PRODUCTIVITY31% CREATIVITY300% PROFITS22-33%
- 64. ROI OF HAPPY CULTURE ELTV EMPLOYEE LIFETIME VALUE RREP RECRUITING RETENTION ENGAGEMENT + PRODUCTIVITY RECRUITIN G PRODUCTIVITY ENGAGEMENT RETENTION
- 65. TRIAGE THE ROI FOR YOUR ORG RESEARCH FROM GREENHOUSE TRIAGE SITUATIONS TRIAGE SOLUTIONS [1] LOW RETENTION | HIGH ATTRITION COSTING 150-300% OF SALARY 10 PPL X 80K = $1.2MM ADDL COSTS [2] LOW ENGAGEMENT + OUTPUT LOW PRODUCTIVITY | PERFORMANCE HIGHER PEOPLE COSTS 2.5 VS 1 ENGINEER HIRES (x2.5 EXPENSES) [3] WHERE’S THE *RIGHT FIT* TALENT (CULTURE + SKILLS)? ZAPPOS 100MM IN WRONG HIRE LOSSES CREATE A SUSTAINABLE CULTURE INCREASE TENURE BY 3-5 YEARS IMPROVE LEADERSHIP TRAINING (50% LEAVE BC OF MANAGER; 33% BC OF CULTURE) ALIGN COMPANY PURPOSE/VALUES WITH EVERYONE HAPPIER EMPLOYEES = MORE ENGAGED 31%+ MORE PRODUCTIVE BETTER RECRUITS THRU CULTURE PERFORMANCE + OUTPUT (E.G. >20% SALES, >22% PROFITABILITY)
- 66. 51% TURNOVER 22%PROFITABILITY 7.5YEARS HEALTHIER & LONGER LIFE HARVARD BUSINESS REVIEW JAN-FEB 2012 PURSUING HAPPINESS, LYUBOMIRSKY ET AL GALLUP 2013 HAPPIER EMPLOYEES HAPPIER CUSTOMERS= SUCCESSFUL COMPANIES (& MEANINGFUL LIVES) =
- 70. ? PRIORITIZE PATIENTS + EMPLOYEES (OPCE) CULTURE + PROCESS + ENVIRONMENT + LEADERSHIP ACCOUNTABILITY ALIGN 300 EXECS, 30 HOSPITALS, 50K EMPLOYEES SCALE IN QUICKTIME FASHION 90th PERCENTILE IN PATIENT EXPERIENCE BY 2019 ! EXECUTIVE ALIGNMENT SESSIONS CULTURE LEADS + TEAMS ACROSS ORG/LOCATIONS TRAIN THE TRAINER TO SCALE OUTCOMES - SCALED ACROSS 55K EMPLOYEES IN LESS THAN A YEAR - BRAND SYNONYMOUS WITH INNOVATION AND HEALTH CARE LEADER - IMPROVED PATIENT SATISFACTION SCORES SUCCESS! SCALING IN A LARGE ORG W/ BUREACRATIC LAYERS HAPPINESS…DELIVERED.
- 71. NORTHWELL CULTURE PROGRAM EXECUTIVE LEADERS 300 LEADER CHAMPIONS 30 “CULTURE COMMANDERS” NORTHWELL EMPLOYEES 3,800 LEADERS 50,000+ EMPLOYEES • EXECUTIVE LEADER WORKSHOP • CULTURE LEADER WORKSHOP • COACH-THE-COACH • COACHING SUPPORT • ORGANIZATIONAL ROLLOUT ON THE ROADMAP: ALL OTHER LEADERS 3,470
- 73. ? MAKE PATIENTS + EMPLOYEES A PRIORITY ALIGN 300 EXECS, 35 HOSPITALS, 55K EMPLOYEES SCALE IN QUICKTIME FASHION ! EXECUTIVE ALIGNMENT SESSIONS CULTURE LEADS + TEAMS ACROSS ORG/LOCATIONS TRAIN THE TRAINER TO SCALE OUTCOMES + SUCCESS - SCALED CULTURE PROGRAM + EMPLOYEE TOOLKITS ACROSS 50K+ EMPLOYEES WITHIN A YEAR - BRAND+CULTURE OF INNOVATION AND HEALTH CARE LEADER - IMPROVED PATIENT SATISFACTION SCORES HAPPINESS…DELIVERED.
- 75. READY TO REFRAME? PRESENTATION CULTURE BOOK TOOLS TO HELP YOUR JOURNEY
- 77. BE TRUE TO OUR WEIRD SELVES IMAGINE…
- 78. BE TRUE TO OUR WEIRD SELVES LIVE OUR VALUES, PASSIONS AND PURPOSE IMAGINE…
- 79. BE TRUE TO OUR WEIRD SELVES LIVE OUR VALUES, PASSIONS AND PURPOSE PRIORITIZE FOR LASTING, SUSTAINABLE HAPPINESS IMAGINE…
- 80. …THEN DO.
Editor's Notes
- FORTUNE 100 BEST CO’S TO WORK FOR -- THE ONES TAKE CARE OF PPL AND FOCUSD ON CULTURE = 3X HIGHER RETURNS* -- See co’s focusing on culture changing the game and experiencing results far beyond S&P v best FORTUNE BEST workplaces focus on culture & needs of employees reaching new heights in biz results -- Culture defines these things (wholeness, meeting human needs, ability to be ourselves, be accepted, values, meaning in work..) * CUMULATIVE STOCK MARKET RETURNS
- Our DH model for a sustainable culture is… Starting with a foundation - strong values that your team/talent/employees truly live by day-to-day Being guided by metrics and science to maximize individual + team productivity Having a higher purpose that your employees + customers + the world (our Me/We/Community model) are inspired by
- Accolade Leadership Behaviors | 360 Feedback Survey Questions ME > WE > COMMUNITY | PERSONAL ACCOUNTABILITY > SUPPORTS COLLEAGUES > CLIENT + CUSTOMER FOCUSED
- PPT version JENN- RREP recruiting retention engagement Productivity ADD CALLOUTS to illustrate what the pains are, that they have but might not know Culture summit speaker- from greenhouse Describe what this is in CLEAR way Co’s always talking about the customer lifetime valuye Never serously thought about what the emp lifetime value is Just as imp if not more Hard to put it to roi But can put it to roi Recruiting hirining onbarding managing of that persontraining and then the culture and management determines how long the emp stays Each of these points are what we’re addressing in culture of happiness Attration retention hiring This is how we can be more scientific and measurable on roi of emp happiness
- Systems are under-developed and the multinationals come in and don’t like the lack of systems and process at this growing and under development.
- Turnover. Profitability. Creativity/Innovation…especially for the design firms. Tardiness & Absenteeism- which affects Productivity
- I don’t know what you say here, but I would say something like : Paraphrase: Congrats…if you’re into this happiness thing, then good news! You’re already on the way through the first phase of the roadmap we use for our consulting work: the inspire phase. And that’s not a throwaway point…Inspiration is crucial. Until there is the feeling of possibility and shared inspiration, and an understanding of some of the facts that support it, you can’t create the momentum necessary to shift toward a sustainable happy culture. But once you and your organization have that inspiration, the sky is the limit. You can then shift to the next phase: ”Assess”. ’You need to measure (quantitatively and qualitatively) your culture accurately to create a baseline measurement, which helps you to figure out what is working and what improvements can really be made. Traditionally, culture and happiness have been challenging to measure, s they were considered fluffy. But as we’ve shown today, we know it’s not. To that end, we’ve worked to offer two different surveys, one for culture and one for happiness…etc etc… NOTE: I could also imagine some slide animiation NOTE: In the notebook, you’ll find links for both assessments! Take them for a spin.