Leading Change Symposium

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Leading Change Symposium

• Marching Towards Performance Excellence in the
  21st Century
• Tom Hinton
• Customer Relations Institute
• 1-800-544-0414

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Tom Hinton Says

• GREAT Afternoon!!

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Hows Everybody Doing?

• GRRREAT!!

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Taking the Pulse

• Are You With Me?

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The Response

• YEAAAH!!!

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3 GOALS FOR TODAY

• 1. Help you transform the U.S. Army into a model
  for Performance Excellence.

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3 GOALS FOR TODAY

• 2. Give you an A. L. E.

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3 GOALS FOR TODAY

• 3. Have Fun!!!

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Problem-Solving Methodology

• The Old Way of Solving Problems in the U.S. Army
• Vs.
• The New Way of Solving Problems

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Introducing

• The Problem-Solving Flow Chart

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(No Transcript)
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About the Five Ps

• 1. The foundation of every successful
  organization.
• 2. Essential for a customer-focused, team
  culture.
• 3. They provide your leaders with an excellent
  measurement system.
• 4. Performance-based and results-oriented.

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Five Ps of Performance Excellence

• 1. Purpose
• 2. Principles
• 3. People
• 4. Processes
• 5. Performance

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Five Ps of Performance Excellence

• 1. Purpose
• 2. Principles
• 3. People
• 4. Processes
• 5. Performance

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Our Purpose is to Achieve Wisdom

• Data....
• Information...
• Knowledge...
• Wisdom!

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Purpose

• Why are you in business?
• What philosophies and standards must change in
  order for you to survive... thrive... and satisfy
  your customers wants and needs?

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Five Ps of Performance Excellence

• 1. Purpose
• 2. Principles
• 3. People
• 4. Processes
• 5. Performance

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The 3 Rs

• 1. Reputation
• 2. Reliability
• 3. Relationships

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Reputation

• Whats your Reputation?
• Is it or -?
• Are you winning the Moments-of-Truth with your
  customers?

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Reliability

• How often do you get it right?
• Good enough, isnt!
• Are you committed to excellence or mediocrity?

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Reliability

• Excellence Vs. Perfection
• What is your Reliability Standard?

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People See Things Differently

• A bird in the handexercise

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Reliability

• A bird in the
• the hand is messy!

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Relationships

• Practice TLC.
• Allow your people to Fail Forward!
• Love Your Customers!

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What is TLC?

• T___ L___ C___

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What is TLC?

• Think Like a Customer!
• Ray Kroc, McDonalds

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Fail Forward

• How did you learn to walk?
• Do your people have permission to fail forward?

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Love Your Customers

• Like vs. Love.
• Appreciate different viewpoints and perspectives.

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Like vs. Love

• Like is how you feel about someone... Love is
  how you treat them!

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Five Ps of Performance Excellence

• 1. Purpose
• 2. Principles
• 3. People
• 4. Processes
• 5. Performance

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Leadership for the 21st Century

• Leadership

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LEADERSHIP

• Leadership is the ability to help individuals
  and organizations surpass themselves!

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Leadership Profile

• What kind of leader
• are you?

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Leadership Profile

• Z

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Leadership

• 1. It takes Courage!
• 2. It requires you to take Risks.
• 3. Be Innovative... think outside the box.

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Five Ps of Performance Excellence

• 1. Purpose
• 2. Principles
• 3. People
• 4. Processes
• 5. Performance

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Processes

• Re-consider how you do things.
• Can you do it faster, better, smarter, and less
  expensively?
• Are you protecting sacred cows that inhibit
  change and limit your success?

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People Vs. Process

• In every organization, the root cause of every
  problem can be traced to one of two sources --
  your people or your processes.

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Solve Problems

• Practice the ABCDs of Service -- The Delta
  Lions Club!
• How do I get some heat up here?

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Five Ps of Performance Excellence

• 1. Purpose
• 2. Principles
• 3. People
• 4. Processes
• 5. Performance

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Performance

• People dont get out of bed for a paycheck
  anymore... they want something more meaningful in
  life!

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Performance

• To be appreciated.
• To be recognized and rewarded.
• To be remembered.

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Rewards Recognition

• The best reward you can give an employee (other
  than money) is a sincere Thank You!

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The Four Ls

• 1. To Live
• 2. To Love
• 3. To Learn
• 4. To Leave a Legacy

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Leave a Legacy

• Are we a better people and Army as a result of
  our work and service to others?
• Who benefits from our work... how do we know?
• Be about Service and Significance.

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GANDHIS LEGACY

• The Message of Mahatma Gandhi...

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GANDHIS LEGACY

• My Life is my Message.
• Mahatma Gandhi