Creating a Culture Creating a Culture of Quality Among of Quality Among

StaffStaff

Rosa West Ph.D., LMHCRosa West Ph.D., LMHC

Rosa West Ph.D.

““No employee takes a job with a plan No employee takes a job with a plan to fail”…to fail”…

““No employer hires with the intent to No employer hires with the intent to fire”fire”

Rosa West Ph.D.

What qualities are most What qualities are most valuable in our staff?valuable in our staff?

Rosa West Ph.D.

Most Valuable StaffMost Valuable Staff

• LoyalLoyal• Great Customer ServiceGreat Customer Service• Knowledgeable & ExperiencedKnowledgeable & Experienced• Positive AttitudePositive Attitude• FlexibilityFlexibility• Willing to go the extra mileWilling to go the extra mile

Rosa West Ph.D.

Retaining Good Employees Retaining Good Employees Begins with Recruitment Begins with Recruitment

and Hiringand Hiring

• ““You can train You can train anyone on anyone on anything…but anything…but character is character is FIXED!FIXED!””

Rosa West Ph.D.

Creating a Culture of Creating a Culture of Quality is Key!Quality is Key!

Kotter’s 8 Step Change Model:Kotter’s 8 Step Change Model:1.1. Create UrgencyCreate Urgency

• Identify threats & opportunitiesIdentify threats & opportunities• Start discussionsStart discussions• Seek support from customers, stakeholders, staff, etcSeek support from customers, stakeholders, staff, etc

2.2. Form a Powerful CoalitionForm a Powerful Coalition• Identify leaders & build teamsIdentify leaders & build teams

3.3. Create a Vision for ChangeCreate a Vision for Change• Determine values central to change & a strategy to execute Determine values central to change & a strategy to execute

the visionthe vision

4.4. Communicate the VisionCommunicate the Vision• Talk often, open, & honestlyTalk often, open, & honestly• Lead by exampleLead by example

Rosa West Ph.D.

5.5. Remove ObstaclesRemove Obstacles• Look at your organizational structure, job descriptions, and Look at your organizational structure, job descriptions, and

performance and systems to ensure they're in line with your performance and systems to ensure they're in line with your

vision.vision. • Take action to quickly remove barriers (human or otherwise).Take action to quickly remove barriers (human or otherwise).

6.6. Create Short-term WinsCreate Short-term Wins• Nothing motivates more than success Nothing motivates more than success

7.7. Build on the ChangeBuild on the Change• After every win, analyze what went right and what needs After every win, analyze what went right and what needs

improving.improving. • Set goals to continue building on the momentum you've Set goals to continue building on the momentum you've

achieved achieved

8.8. Anchor the Changes in Corporate CultureAnchor the Changes in Corporate Culture• Talk about progress every chance you get.Talk about progress every chance you get. • Include the change ideals and values when hiring and training Include the change ideals and values when hiring and training

new staffnew staff

Rosa West Ph.D.

What can we learn from our What can we learn from our friends to the South?friends to the South?

• ““Guestology”:Guestology”:– It is important It is important

that you know that you know your GUESTS!your GUESTS!

– Guests are not Guests are not only our only our customers…but customers…but our supervisors our supervisors and staff as well.and staff as well.

Rosa West Ph.D.

• N= NeedsN= Needs– VacationVacation– Accurate InformationAccurate Information

• E= EmotionsE= Emotions– HappinessHappiness– Memories to last a lifetimeMemories to last a lifetime

• S= StereotypesS= Stereotypes– Disney is for kidsDisney is for kids– ExpensiveExpensive– CleanClean– FriendlyFriendly– FunFun

• W= WantsW= Wants– Excitement entering the ParkExcitement entering the Park– Tired feet at the end of the dayTired feet at the end of the day– Warmth of a character greetingWarmth of a character greeting

Rosa West Ph.D.

Would you like a side of Would you like a side of counseling with your counseling with your

shake?shake?

• Fast Food chain throughout TennesseeFast Food chain throughout Tennessee• Awarded for Business ExcellenceAwarded for Business Excellence• Build upon 4 Leadership principles:Build upon 4 Leadership principles:

– A culture of producing positive resultsA culture of producing positive results– Reduce BeauracracyReduce Beauracracy– Dedicated Visionary LeadershipDedicated Visionary Leadership– Build & Retain a Winning TeamBuild & Retain a Winning Team

Rosa West Ph.D.

Pal’s Hiring Process…Pal’s Hiring Process…• Hire for Character Hire for Character

(value-based hiring (value-based hiring system)system)– Survey focused on Survey focused on

unique characteristics of unique characteristics of the organizationthe organization

• Talent-based hiringTalent-based hiring– People train one third People train one third

faster when they fit into faster when they fit into the culture of the the culture of the organizationorganization

Rosa West Ph.D.

Tell me and I forget…Tell me and I forget…

Show me and I remember…Show me and I remember…

Involve me and I understand.Involve me and I understand.

-Chinese Proverb -Chinese Proverb

Rosa West Ph.D.

Pal’s Training ProcessPal’s Training Process

1.1. OrientationOrientation

2.2. TrainingTraining

3.3. TestingTesting

4.4. CertificationCertification

5.5. RecalibratioRecalibrationn

Rosa West Ph.D.

Retraining!Retraining!

• Staff are Staff are retrained 2-4 retrained 2-4 times a yeartimes a year

• 4 Step Process4 Step Process1.1. TellTell

2.2. ShowShow

3.3. PracticePractice

4.4. EvaluateEvaluate

• Employees are Employees are held held accountable accountable for meeting for meeting the standards the standards for which they for which they are are responsible.responsible.

Rosa West Ph.D.

Changing the Culture Changing the Culture involves changing your involves changing your

philosophiesphilosophies• ““Nobody is perfect and it’s ok Nobody is perfect and it’s ok

to make a mistake”to make a mistake”• Create a safe environment for Create a safe environment for

staff to express ideas/concernsstaff to express ideas/concerns• Increase professionalism (lead Increase professionalism (lead

by example)by example)• Increase education & training Increase education & training

opportunitiesopportunities• Add personal touches as Add personal touches as

appropriateappropriate• Instead of hiring employees…Instead of hiring employees…

hire the hire the RIGHT RIGHT employees!employees!

Rosa West Ph.D.

• Show the connectionShow the connectionEnsure that every employee is able to see how their Ensure that every employee is able to see how their job contributes to the success of team members and job contributes to the success of team members and the entire operation. Interdependent partnerships the entire operation. Interdependent partnerships create a feeling of ownership that enhances create a feeling of ownership that enhances relationships and increases results. relationships and increases results.

• Ensure the goals you set forth in your department Ensure the goals you set forth in your department fits with the overall vision and direction of the fits with the overall vision and direction of the agency.agency.

• Use supervision to review center-wide mission & Use supervision to review center-wide mission & goals, job performance, and departmental plans to goals, job performance, and departmental plans to ensure that staff are in alignment.ensure that staff are in alignment.

• Incorporate rapid cycle change principles to Incorporate rapid cycle change principles to institute change quickly and efficiently.institute change quickly and efficiently.

Rosa West Ph.D.

• Remove barriers every thirty to sixty daysRemove barriers every thirty to sixty days- Ask your staff to identify and prioritize - Ask your staff to identify and prioritize obstacles obstacles

- Commit to removing one barrier every thirty to - Commit to removing one barrier every thirty to sixty days until the list has been exhausted. sixty days until the list has been exhausted.

- Begin with those that can be accomplished - Begin with those that can be accomplished quickly and provide visible results. quickly and provide visible results.

-Utilize staff at all levels to design and -Utilize staff at all levels to design and implement solutions.implement solutions.

Rosa West Ph.D.

Recruitment & Retention Recruitment & Retention ActivitiesActivities

• Welcome LettersWelcome Letters• Flexible SchedulesFlexible Schedules• Referral BonusesReferral Bonuses• Incentive Incentive

ProgramsPrograms• Holiday PartiesHoliday Parties• Preceptor ProgramPreceptor Program• Executive Executive

LuncheonsLuncheons

• Years of Service Years of Service RecognitionRecognition

• Exit InterviewsExit Interviews• Staff satisfaction Staff satisfaction

surveyssurveys• Wellness programWellness program• Monthly All-staff Monthly All-staff

meetingsmeetings

Rosa West Ph.D.

Remember….Remember….

““When in Doubt…Don’t Hire….Keep When in Doubt…Don’t Hire….Keep Looking”Looking”