This document discusses servant leadership in business. It begins by defining servant leadership as putting employee and customer needs first according to Robert Greenleaf. Servant leaders empower employees and help them grow. The benefits of servant leadership for businesses include low turnover, a strong culture, and high employee performance. The document then provides examples of servant leadership at Southwest Airlines, Chick-fil-A, Home Depot, Starbucks, and Dwyer Group. These companies prioritize employee and customer satisfaction, which has led to their success.
A Perceived Lack of Leadership and the Tools to Fix itChinmay V S
Why do certain teams repeatedly miss Sprint Deadlines?
Do the team-members appear to lack motivation?
Here's a theory that can explain this (and a potential fix).
Servant Leadership Principles - Fostering a Culture of AgilityLen Lagestee
The phrase “servant leadership” is frequently used when current leadership styles (typically command-and-control) clash with an emerging culture of empowerment and self-organization. “We need our leaders to embody servant leadership” is a comment I recently heard. But what is servant leadership? Do people really know what they are asking for?
Let's take a look at a few of the principles from the book Servant Leadership by Robert Greenleaf.
Everyone has a leader within. It does not depend on the position you hold, rather it is how you can influence others. This program aims at awakening the leader within you. Reflect on your strengths and then focus on how you could use these strengths to emerge as a leader in whatever situation or position you may be in.
Any student or young person can be a leader, regardless of age or experience. Here are 10 tips students can use to become a better leader.
Learn more about the Student Leadership Challenge: studentleadershipchallenge.com/assess
A Perceived Lack of Leadership and the Tools to Fix itChinmay V S
Why do certain teams repeatedly miss Sprint Deadlines?
Do the team-members appear to lack motivation?
Here's a theory that can explain this (and a potential fix).
Servant Leadership Principles - Fostering a Culture of AgilityLen Lagestee
The phrase “servant leadership” is frequently used when current leadership styles (typically command-and-control) clash with an emerging culture of empowerment and self-organization. “We need our leaders to embody servant leadership” is a comment I recently heard. But what is servant leadership? Do people really know what they are asking for?
Let's take a look at a few of the principles from the book Servant Leadership by Robert Greenleaf.
Everyone has a leader within. It does not depend on the position you hold, rather it is how you can influence others. This program aims at awakening the leader within you. Reflect on your strengths and then focus on how you could use these strengths to emerge as a leader in whatever situation or position you may be in.
Any student or young person can be a leader, regardless of age or experience. Here are 10 tips students can use to become a better leader.
Learn more about the Student Leadership Challenge: studentleadershipchallenge.com/assess
Servant Leadership is a cornerstone principle of the Solstice culture. When engrained and celebrated in a business it creates a collaborative, dynamic environment that people love to be a part of. This is a presentation I recently gave to our staff on the qualities of a Servant Leader. I wanted to share it with the broader business community. Enjoy and would love to hear any additional insights in the comments below.
7 Innovative Leadership Development Activities Peerspace
To get the greatest ROI from these activities, we talked to experts from Udemy, Hubspot, and even Peerspace’s founder and CEO to learn about what kinds of programs they implement to create successful leaders in the workplace. Forget the trust fall and awkward icebreakers and try these leadership activities that actually work.
In this webinar, hear from speakers who are fired up about cultivating upcoming generations of diverse leaders. Be inspired by how they’re creatively deepening their talent bench and learn the factors to consider as you construct a pipeline to your ultimate role. You’ll find out what behaviors get “high-potentials” noticed – and see how the succession planning process unfolds behind the scenes. (Panel)
Guest Speakers
Shachella James, PMP, Vice President Technology Operations at CenterPoint Energy and Charles S. Johnson, Sr. Director, Diversity & Inclusion, Ball Corporation.
This is a presentation based on the book "Invincible Thinking" by the Japanese spiritual guru Ryuho Okawa. He talks about some traits of leaders. More details at www.happyscience.org
A leader is one who is committed to taking individuals along towards the fruition of a certain mission and creates an environment in which people can be actively involved. There is no magic in the way in which inspirational leaders operate. However an inspirational leader is considered more effective and efficient than a good leader. So, who is an inspirational leader? What are the qualities that set a good leader apart from an inspirational leader? How can a good leader be transformed into an inspirational leader? Here is presentation that answers all these questions.
Here are 7 out of 12 tips on how to be a better leader at work. For 5 more tips of this type, click the link: http://vkool.com/how-to-be-a-better-leader/.
1. Lead By Example
It has been proven that leaders should show, not only say. Therefore, if you want your staffs to be punctual and principled, you ought to be the first person who follows the rules. You should always be at work on time, or even early. If you appreciate professionalism, dress for success, as well as, treat your staffs with courtesy. When you have a good tone, your staffs will respect you, and consider you a good example to follow.
2. Add In A Little Humility
Humility is a good quality that a leader should have. When you are humble, you will see others’ good points to respect them. Being modest will also help you conquer your ego if you are a hot-temper person. This will help prevent you from scolding or shouting when your staffs do something wrong. If you have a little humility, your staffs and customers will look up to you, as well as, feel safe and reliable when working with you.
3. Learn From Your Team
You should not think that you know all no matter how knowledgeable you are. A wise leader is the one who can learn from others. Everyone has something good for us to learn from. Thus, do not think that the people who are at lower positions than you at work have nothing for you to discover. Learn something new from your staffs each day to be better informed on making strategic decisions.
4. Share What You Learned
Besides learning from your staffs, you should also share what you have learned outsides to them. This will help your team know more about the market and work better to meet its demand. Passing the lessons you learned to your staff is one way to help your team avoid pitfalls.
5. Communicate Effectively
If you are a leader, you should learn to communicate effectively with your staffs. Good communication will not only help you understand your employees and build a good relationship with them, but also help you catch up on the important information on the market so as to change your trading strategies to meet its demand. Great leaders should not only be understood and heard, but also listen as communication is like a two-way street.
6. Keep Meetings Productive
In order to keep meetings productive, you should make it short by going straight to the main purpose rather than talking around it. Everything presented in the meetings should be clear and well prepared.
7. Understand Your Limits
No matter how kind you are, being a leader, you should have your own limits. Set your own boundaries to your staffs, and let them know what you will not tolerate so as to make them try their best in difficult case; otherwise, they may quit easily.
The Top Leadership Qualities Every Manager NeedsWhen I Work
Leadership is difficult to quantify, but there are some traits you should seek to emulate if you’re leading a team. And, if you’re hiring, you should look for these traits in your employees, whether they’ll be leading a team now, or have the potential to do one day.
What are good leadership qualities that will help you move through your organization with super speed? In this post, we profile seven leadership qualities that you absolutely need to cultivate.
Servant Leadership is a cornerstone principle of the Solstice culture. When engrained and celebrated in a business it creates a collaborative, dynamic environment that people love to be a part of. This is a presentation I recently gave to our staff on the qualities of a Servant Leader. I wanted to share it with the broader business community. Enjoy and would love to hear any additional insights in the comments below.
7 Innovative Leadership Development Activities Peerspace
To get the greatest ROI from these activities, we talked to experts from Udemy, Hubspot, and even Peerspace’s founder and CEO to learn about what kinds of programs they implement to create successful leaders in the workplace. Forget the trust fall and awkward icebreakers and try these leadership activities that actually work.
In this webinar, hear from speakers who are fired up about cultivating upcoming generations of diverse leaders. Be inspired by how they’re creatively deepening their talent bench and learn the factors to consider as you construct a pipeline to your ultimate role. You’ll find out what behaviors get “high-potentials” noticed – and see how the succession planning process unfolds behind the scenes. (Panel)
Guest Speakers
Shachella James, PMP, Vice President Technology Operations at CenterPoint Energy and Charles S. Johnson, Sr. Director, Diversity & Inclusion, Ball Corporation.
This is a presentation based on the book "Invincible Thinking" by the Japanese spiritual guru Ryuho Okawa. He talks about some traits of leaders. More details at www.happyscience.org
A leader is one who is committed to taking individuals along towards the fruition of a certain mission and creates an environment in which people can be actively involved. There is no magic in the way in which inspirational leaders operate. However an inspirational leader is considered more effective and efficient than a good leader. So, who is an inspirational leader? What are the qualities that set a good leader apart from an inspirational leader? How can a good leader be transformed into an inspirational leader? Here is presentation that answers all these questions.
Here are 7 out of 12 tips on how to be a better leader at work. For 5 more tips of this type, click the link: http://vkool.com/how-to-be-a-better-leader/.
1. Lead By Example
It has been proven that leaders should show, not only say. Therefore, if you want your staffs to be punctual and principled, you ought to be the first person who follows the rules. You should always be at work on time, or even early. If you appreciate professionalism, dress for success, as well as, treat your staffs with courtesy. When you have a good tone, your staffs will respect you, and consider you a good example to follow.
2. Add In A Little Humility
Humility is a good quality that a leader should have. When you are humble, you will see others’ good points to respect them. Being modest will also help you conquer your ego if you are a hot-temper person. This will help prevent you from scolding or shouting when your staffs do something wrong. If you have a little humility, your staffs and customers will look up to you, as well as, feel safe and reliable when working with you.
3. Learn From Your Team
You should not think that you know all no matter how knowledgeable you are. A wise leader is the one who can learn from others. Everyone has something good for us to learn from. Thus, do not think that the people who are at lower positions than you at work have nothing for you to discover. Learn something new from your staffs each day to be better informed on making strategic decisions.
4. Share What You Learned
Besides learning from your staffs, you should also share what you have learned outsides to them. This will help your team know more about the market and work better to meet its demand. Passing the lessons you learned to your staff is one way to help your team avoid pitfalls.
5. Communicate Effectively
If you are a leader, you should learn to communicate effectively with your staffs. Good communication will not only help you understand your employees and build a good relationship with them, but also help you catch up on the important information on the market so as to change your trading strategies to meet its demand. Great leaders should not only be understood and heard, but also listen as communication is like a two-way street.
6. Keep Meetings Productive
In order to keep meetings productive, you should make it short by going straight to the main purpose rather than talking around it. Everything presented in the meetings should be clear and well prepared.
7. Understand Your Limits
No matter how kind you are, being a leader, you should have your own limits. Set your own boundaries to your staffs, and let them know what you will not tolerate so as to make them try their best in difficult case; otherwise, they may quit easily.
The Top Leadership Qualities Every Manager NeedsWhen I Work
Leadership is difficult to quantify, but there are some traits you should seek to emulate if you’re leading a team. And, if you’re hiring, you should look for these traits in your employees, whether they’ll be leading a team now, or have the potential to do one day.
What are good leadership qualities that will help you move through your organization with super speed? In this post, we profile seven leadership qualities that you absolutely need to cultivate.
Mark Skogen, CEO and president of Festival Foods, will share how execution, service, servant leadership and embracing change built the strong foundation for success at his company and why he feels passionate about carrying on the traditions. Mark will share real stories about the satisfaction gained from enriching lives and how failure can actually make you stronger.
For years, manufacturing companies have been striving towards enterprise excellence throughout their organizations utilizing the philosophy, thinking and tools of lean. There are two basic pillars of lean including continuous improvement tools, and respect for people. There has been a very strong focus on the continuous improvement tools (kaizens, value stream mapping, A3 problem solving, 5S, cells/flow, setup reduction, etc.) with very little emphasis on respect for people. Businesses struggle with understanding the skills and abilities of leadership at every level of the organization required to inspirationally lead towards excellence.
As a result of the combination of the process initiatives over the past 100 years, seven out of eight people report leaving their jobs each day feeling that they work for a company that does not care about them. People are disengaged and unenthusiastic about their work resulting in huge losses of productivity to the entire organization.
Recently, the Association for Manufacturing Excellence (AME), the premier not-for-profit organization dedicated to the journey of continuous improvement and enterprise excellence, invited Barry-Wehmiller to partner with them in addressing the challenges facing manufacturing today. Together they hope to lead the way in transforming manufacturing companies through adoption of people-centric leadership practices. Their vision is to ignite a manufacturing renaissance driven by people-centric leadership coupled with enterprise excellence.
For more information about this topic at the AME Boston 2017 Conference, visit http://bit.ly/2oHMiTh
5th Annual Leading Ladies International Empowerment Conference Larvetta L. Loftin
In its 5th, the conference highlights extraordinary women of color who are leading in media, community, corporate, entrepreneurship, international business and health. They provide stories of triumph to inspire others to lead, love and launch!
TechStars Talk on Organizational Health (Kyle Porter)SalesLoft
I gave this talk at FounderCon (the annual TechStars founder conference). It's entirely focused on organizational health: (core values, culture, meeting, rhythm, vision, mission, meetings, company pulse, sales development)
Do I really need an MBA to be a leader? Is it a ‘career killer’ to say no to a role with relocation? How important is global experience? Join our candid Ask Me Anything session featuring top executives who’ve seen a thing or two…and bring your own leadership questions! This hour-long Q&A will offer fresh advice on everything from managing critical career relationships to unwritten rules that help you advance. Our panel of industry leaders will share fresh perspectives, but your questions will drive the conversation. (Panel)
Speakers: Liz Brenner, Founder & CEO at Culture Evolved and Kathy Tyra, VP, Workplace Resources and Real Estate at NetApp.
The term branding is relegated to companies, however today almost every individual has a personal brand. Start thinking of yourself as a brand, to be a better leader, to be a better employer brand, to celebrate your accomplishments.
From the Inside Out: Creating a Culture of Volunteer EngagementVolunteerMatch
Are the things you value and believe about volunteers reflected in your organization’s culture? Too often volunteers are thought of as a “nice to have” rather than a critical component to success. If there’s a lack of understanding of the real value volunteers bring to your organization, or if you want to consciously develop a culture that welcomes volunteers this workshop will help you work within your organization to create real inclusion and understanding of the work volunteers do.
This module examines the concept of what success looks like for each of us. It is made up of case studies which makes it a very rich source of information.
The 10 Most Innovative business Leaders Revamping the FuturePrimeview4
Discover the game-changers! Explore the profiles of the 10 most innovative business leaders revolutionizing the future with groundbreaking ideas and strategies. Get inspired by their visionary approach to reshaping industries and stay ahead in this ever-evolving business landscape. Read now!
Employment PracticesRegulation and Multinational CorporationsRoopaTemkar
Employment PracticesRegulation and Multinational Corporations
Strategic decision making within MNCs constrained or determined by the implementation of laws and codes of practice and by pressure from political actors. Managers in MNCs have to make choices that are shaped by gvmt. intervention and the local economy.
The case study discusses the potential of drone delivery and the challenges that need to be addressed before it becomes widespread.
Key takeaways:
Drone delivery is in its early stages: Amazon's trial in the UK demonstrates the potential for faster deliveries, but it's still limited by regulations and technology.
Regulations are a major hurdle: Safety concerns around drone collisions with airplanes and people have led to restrictions on flight height and location.
Other challenges exist: Who will use drone delivery the most? Is it cost-effective compared to traditional delivery trucks?
Discussion questions:
Managerial challenges: Integrating drones requires planning for new infrastructure, training staff, and navigating regulations. There are also marketing and recruitment considerations specific to this technology.
External forces vary by country: Regulations, consumer acceptance, and infrastructure all differ between countries.
Demographics matter: Younger generations might be more receptive to drone delivery, while older populations might have concerns.
Stakeholders for Amazon: Customers, regulators, aviation authorities, and competitors are all stakeholders. Regulators likely hold the greatest influence as they determine the feasibility of drone delivery.
Enriching engagement with ethical review processesstrikingabalance
New ethics review processes at the University of Bath. Presented at the 8th World Conference on Research Integrity by Filipa Vance, Head of Research Governance and Compliance at the University of Bath. June 2024, Athens
Public Speaking Tips to Help You Be A Strong Leader.pdfPinta Partners
In the realm of effective leadership, a multitude of skills come into play, but one stands out as both crucial and challenging: public speaking.
Public speaking transcends mere eloquence; it serves as the medium through which leaders articulate their vision, inspire action, and foster engagement. For leaders, refining public speaking skills is essential, elevating their ability to influence, persuade, and lead with resolute conviction. Here are some key tips to consider: https://joellandau.com/the-public-speaking-tips-to-help-you-be-a-stronger-leader/
Specific ServPoints should be tailored for restaurants in all food service segments. Your ServPoints should be the centerpiece of brand delivery training (guest service) and align with your brand position and marketing initiatives, especially in high-labor-cost conditions.
408-784-7371
Foodservice Consulting + Design
Integrity in leadership builds trust by ensuring consistency between words an...Ram V Chary
Integrity in leadership builds trust by ensuring consistency between words and actions, making leaders reliable and credible. It also ensures ethical decision-making, which fosters a positive organizational culture and promotes long-term success. #RamVChary
A presentation on mastering key management concepts across projects, products, programs, and portfolios. Whether you're an aspiring manager or looking to enhance your skills, this session will provide you with the knowledge and tools to succeed in various management roles. Learn about the distinct lifecycles, methodologies, and essential skillsets needed to thrive in today's dynamic business environment.
Comparing Stability and Sustainability in Agile SystemsRob Healy
Copy of the presentation given at XP2024 based on a research paper.
In this paper we explain wat overwork is and the physical and mental health risks associated with it.
We then explore how overwork relates to system stability and inventory.
Finally there is a call to action for Team Leads / Scrum Masters / Managers to measure and monitor excess work for individual teams.
Senior Project and Engineering Leader Jim Smith.pdfJim Smith
I am a Project and Engineering Leader with extensive experience as a Business Operations Leader, Technical Project Manager, Engineering Manager and Operations Experience for Domestic and International companies such as Electrolux, Carrier, and Deutz. I have developed new products using Stage Gate development/MS Project/JIRA, for the pro-duction of Medical Equipment, Large Commercial Refrigeration Systems, Appliances, HVAC, and Diesel engines.
My experience includes:
Managed customized engineered refrigeration system projects with high voltage power panels from quote to ship, coordinating actions between electrical engineering, mechanical design and application engineering, purchasing, production, test, quality assurance and field installation. Managed projects $25k to $1M per project; 4-8 per month. (Hussmann refrigeration)
Successfully developed the $15-20M yearly corporate capital strategy for manufacturing, with the Executive Team and key stakeholders. Created project scope and specifications, business case, ROI, managed project plans with key personnel for nine consumer product manufacturing and distribution sites; to support the company’s strategic sales plan.
Over 15 years of experience managing and developing cost improvement projects with key Stakeholders, site Manufacturing Engineers, Mechanical Engineers, Maintenance, and facility support personnel to optimize pro-duction operations, safety, EHS, and new product development. (BioLab, Deutz, Caire)
Experience working as a Technical Manager developing new products with chemical engineers and packaging engineers to enhance and reduce the cost of retail products. I have led the activities of multiple engineering groups with diverse backgrounds.
Great experience managing the product development of products which utilize complex electrical controls, high voltage power panels, product testing, and commissioning.
Created project scope, business case, ROI for multiple capital projects to support electrotechnical assembly and CPG goods. Identified project cost, risk, success criteria, and performed equipment qualifications. (Carrier, Electrolux, Biolab, Price, Hussmann)
Created detailed projects plans using MS Project, Gant charts in excel, and updated new product development in Jira for stakeholders and project team members including critical path.
Great knowledge of ISO9001, NFPA, OSHA regulations.
User level knowledge of MRP/SAP, MS Project, Powerpoint, Visio, Mastercontrol, JIRA, Power BI and Tableau.
I appreciate your consideration, and look forward to discussing this role with you, and how I can lead your company’s growth and profitability. I can be contacted via LinkedIn via phone or E Mail.
Jim Smith
678-993-7195
jimsmith30024@gmail.com
Org Design is a core skill to be mastered by management for any successful org change.
Org Topologies™ in its essence is a two-dimensional space with 16 distinctive boxes - atomic organizational archetypes. That space helps you to plot your current operating model by positioning individuals, departments, and teams on the map. This will give a profound understanding of the performance of your value-creating organizational ecosystem.
3. “
The servant-leader is servant first… It begins
with the natural feeling that one wants to serve,
to serve first. Then conscious choice brings one
to aspire to lead. That person is sharply
different from one who is leader first, perhaps
because of the need to assuage an unusual
power drive or to acquire material possessions.
-Robert K. Greenleaf
4. SERVANT LEADERS DIFFER FROM ORDINARY LEADERS
SERVANT LEADERS UNIQUELY:
◦ turn the power pyramid
upside-down by sharing power
◦ put needs of others first
◦ help people to develop and
perform as highly as possible
5. “
The best test, and most difficult to administer,
is: Do those served grow as persons? Do they,
while being served, become healthier, wiser,
freer, more autonomous, more likely themselves
to become servants?
And, what is the effect on the least privileged in
society? Will they benefit or at least not be
further deprived?
-
Robert K. Greenleaf
6. TRAITS OF SERVANT LEADERS
Listening
Empathy
Healing
Awareness
Stewardship
Foresight
Persuasion
Conceptualization
Commitment to
the Growth of
Others
Building
Community
8. SERVANT LEADERSHIP IN THE WORKPLACE
PRIORITIES
◦ developing
people
◦ building a
trusting team
◦ achieving
results.
PRINCIPLES
◦ serve first
◦ persuasion
◦ empowerment
PRACTICES
◦ listening
◦ delegating
◦ connecting
followers to
mission
9. excellent treatment of employees → excellent treatment
of customers → customer loyalty
BENEFITS OF SERVANT LEADERSHIP FOR BUSINESSES
high employee identification with enterprise →
reduced turnover
strong corporate culture
higher return on investment of employees
12. BIOGRAPHY Gary C. Kelly is the chief executive
officer and chairman of Southwest
Airlines.
He first joined the company in 1986 as
Controller. In 1989, Kelly was promoted
to Chief Financial Officer and Vice
President of Finance. In 2001, he was
promoted to Executive Vice President.
Kelly spent 3 years in this role until he
was promoted to his current position as
CEO and vice chairman in 2004
replacing James Parker who
succeeded Herb Kelleher in 2001.
Gary Kelly was voted multiple times for
one of the “Best CEOs in America.”
13. 1. When speaking to a Customer, give them your undivided attention.
2. When you’re in a bad mood, make sure it doesn’t show at work.
3. Smile every time you interact with a Customer both in person and
on the phone.
4. Sincerely apologize when you’ve made a mistake.
5. Avoid technical jargon and use words familiar to the Customer.
6. Maintain eye contact and avoid doing things when talking with your
Customers.
7. If you can’t help a Customer, try to find someone who can.
8. Put myself in the Customer’s place and see things from their
perspective.
9. Work hard to exceed Customer expectations.
10.When it’s really busy and you’re feeling overwhelmed, tell yourself
that if it weren’t for the Customers, I wouldn’t have a job.
CUSTOMER FIRST PRINCIPLES
14. “
Southwest Airlines' number one priority is to
ensure the personal Safety of each Southwest
Customer and Employee. Beyond this, we
follow "The Golden Rule," meaning that we treat
each other the way we want to be treated,
which is why doing the right thing by our
Employees and Customers is so inherent to
who we are as a Company. We believe in Living
the Southwest Way, which is to have a Warrior
Spirit, a Servant's Heart, and a Fun-LUVing
Attitude. Within each of these categories are
specific behaviors to help us be a Safe,
profitable, and a Fun place to work.
16. BIOGRAPHY
Cathy was an American businessman,
investor, author, and philanthropist. He
founded the fast food restaurant chain
Chick-fil-A.
Cathy had a Leadership Scholarship
program for Chick-fil-A restaurant
employees, which has awarded more
than $23 million in $1,000 scholarships
in the past 35 years.
In 1984, Cathy established the
WinShape Foundation, named for its
mission to shape winners.
In addition, Cathy fostered children for
more than 30 years. He received the
William E. Simon Prize for Philanthropic
Leadership in 2008.
17. Cathy decided not to open his restaurants on Sundays—even
though it’s estimated to cost the company billions of dollars—
because he believed his employees deserved a day of rest.
He refused to take the company public because he wanted to
keep a focus on the company’s charitable work, mainly
sponsoring foster homes and homes for abused and neglected
children.
He also launched the WinShape scholarship program at Berry
College, mostly given to young employees of his restaurant
chain.
Chick-fil-A employees greet customers with: “How may I serve
you” and “It will be my pleasure.”
CONCEPT: PEOPLE FIRST
19. BIOGRAPHY
Blank is an American businessman and
a co-founder of The Home Depot.
Today he is known for his philanthropy,
his ownership of the Atlanta Falcons in
the National Football League, and
Atlanta United in Major League Soccer.
Blank is a signatory of The Giving
Pledge committing himself to give away
at least 50% of his wealth to charitable
causes.
In 2014, he was inducted as a Georgia
Trustee, an honor given by the Georgia
Historical Society in conjunction with
the Governor of Georgia to individuals
whose accomplishments and
community service reflect the ideals of
the founding body of Trustees.
21. “
The people at the stores are the most important
– after customers – because they interface with
the customer, and since Berne and I really
couldn’t begin to tell you how to wire a house,
we are the least important when it comes to
satisfying a customer,
The sign at the front entrance of our main
offices in Atlanta says “Store Support Center.”
Not “World Headquarters.” It is not a corporate
ivory tower. It is truly the store support center.
We want everybody in this building to know that
we are here to support stores.
23. BIOGRAPHY
Schultz is an American businessman.
He is executive chairman of Starbucks
and a former owner of the Seattle
SuperSonics. He was a member of the
Board of Directors at Square, Inc. In
1998, Schultz co-founded Maveron, an
investment group, with Dan Levitan.
Howard and Sheri Schultz co-founded
the Schultz Family Foundation, which
currently supports two national
initiatives.
Onward Youth is aimed at promoting
employment for young people between
the ages of 16 and 24 who are not in
school and not working.
Onward Veterans aims to support post-
9/11 military to successfully transition to
civilian life.
24. Education: tuition remission
Health benefits for part-time workers
Open feedback from Baristas to management
team
Career growth partnership between manager
and employee
STARBUCKS’ EMPLOYEE-FIRST CONCEPT
25. “
Coffee is what we sell as a product, but it’s not the
business we’re in. We’re in the people business….
I’m passionate about human connection. Passion is
everything. A leader can’t inspire without it.
When you're surrounded by people who share a
passionate commitment around a common purpose,
anything is possible.
-Howard Schultz
26. “
[In seeking a servant leadership culture]: There were
many small things that eventually led to big changes. At
the first meeting I had with store and district managers, I
put some questions out there: What do you like about
Starbucks? What do you want to keep doing? What do
you want to change? Nobody said a word, and I realized
there was sort of a culture of fear about speaking your
mind. I had to make it clear that nobody would get in
trouble for speaking up.
I soon started something called Open Forums where we’d
invite baristas to ask whatever questions they wanted and
talk about whatever concerned them. Even if they asked
how much money I made or what my benefits were, I’d
answer it if I knew it. Those forums helped opened up the
organization.
-Howard Behar, former President
28. BIOGRAPHY
Dina Dwyer-Owens is the co-
chairwoman of Dwyer Group Board of
Directors.
America also knows her for
participating in CBS’s Emmy-winning hit
reality show “Undercover Boss.”
In 2005, Dina launched the Live
R.I.C.H. campaign to promote Dwyer
Group Code of Values and the themes
of Respect, Integrity, Customer focus.
She also released her book, Live
R.I.C.H.: How to Build Success in Your
Company & Your Life With a Proven
Code of Values and Values, Inc.
29. “
I have always looked at my role as being a head
cheerleader, promoting a corporate culture that
is founded upon the themes of Respect,
Integrity, Customer service and (my favorite
one) Having fun in the process. Those themes
in the operationalized Code of Values at Dwyer
Group have been a theme song that I like to
sing daily. That’s my single, most important
job: cultivate our culture. It doesn’t mean we
are a perfect company that doesn’t make
mistakes. We just work very hard to do our very
best each and every day.
-Dina Dwyer-Owens
33. “
The servant-leader is servant first… It begins
with the natural feeling that one wants to serve,
to serve first. Then conscious choice brings one
to aspire to lead. That person is sharply
different from one who is leader first, perhaps
because of the need to assuage an unusual
power drive or to acquire material possessions.
-Robert K. Greenleaf