Managing Service Organizations Test 2 Previous Career Tidbits 1 Regardless of what industry you are in send a thanksgiving card if you re going to send a card This is because not everyone celebrates the same holidays for example Christmas and Hanukah It is also good because you beat the rush instead of being 1 of 25 cards you will most likely be 1 of 1 You also need to handwrite the card to make it more personal 2 The sunset policy is a policy she picked up from a guest speaker This policy is ALWAYS every workday return all phone calls before sunset This is good because you might forget any later the person you are trying to contact may be busy with dinner or the time may be inconvenient and a day can make a very big difference in the real world Money is very important and whatever the person is calling about is very important You may not think something is extremely important it may be to the person you did not contact and they may be biting their nails all night No matter how awful that phone call might be you yourself need to get it over with 3 The Accountability Diamond Mentor Colleagues You Mentor Colleagues You need to find a mentor You need to find a superior to guide you You also need to mentor someone that is younger and less experienced than you Sororities have big sisters and little sisters to mentor people You also need colleagues to learn from It could be in your major or someone in your organization 4 Always shower in the morning to be successful not at night If you shower at night you don t look professional nor do you care about your image 9 17 13 Career Tidbit People leaders ought to spend 50 of their time leading themselves STEPHEN COVEY Ph D Biography 1932 2012 Died in a biking accident Loved outdoors Lived in Utah Lots of outdoor bike trails Very balanced man Good family life 7 children All over the world touring telling people of his concepts Inspired Millions Traveled the globe Traveled telling people of his principles Universal Principles Some people may work over seas and in different cultures what covey has realized is the principles are universal and are the same wherever you go Principle Centered Loved the outdoors 1 of the World s Foremost Leadership Authorities His principles are timeless The princ Taught years and years ago still work Organizational Experts Thought Leaders How to lead by organizing your thoughts Time Mag Most Influential Americans On the cover of tons of magazines Ex not from this country educational magazines Take the time for deep reflection about what is important Most people will acknowledge that they neglect their health their family and even their integrity in the name of what is urgent and not important 3 Constants in Life ON TEST These will always be with us Change Choice Principles You change from college student to graduate to professional etc We all have choices in life ex Food brands For the most part we have set principles that will always be there ex school workplace Covey s Sets Timeless and Universal The Mind Set The Skill Set The Tool Set Criticizing Complaining Comparing 5 Emotional Cancers ON TEST Competing Contending If the ladder is not leaned against the right wall every step we take just gets us to the wrong place faster Most people do not listen with the intent to understand they listen with the intent to reply Wrote four or five books Co founded Covey and Franklin Covey publishing house They do workshops Several sons have gone into the business Attended good schools and colleges WHAT IS PROCESS EXCELLENCE A PRIMER Walmart Secrets Video They try to make prices as low as possible making the most profit How do they make prices so low Walmart was one of the first to really realize how important the barcode is They couldn t manage without it It has a super computer Walmart Thousands of items with barcodes They know what s in stock what has been sold It orders more stock and the shelves are full again the nest day or night Needed to know about the inventory ordering system How do you build excellence into these systems ex Such as the one Walmart has with their barcodes Create Process System Pg 10 Example PB J Sandwich Restaurant that only sells PB J s WHO Waiter Server Waiter Server Waiter Server Waiter Server Waiter Server Decided what the First Step is and then what the Last Step is A decision point might be something that the waiter has to decide STEP First Take Order 2 What type of Bread 3 Smooth or Crunchy PB 4 What Kind of Jelly 5 What Side DECISION POINT ex Customer wants burger passed over the flame but you know you can not make it that rare so you make a decision and ask him if he would like something else because it is not possible to make his order the specific way he wants it DECISION POINT WHO Waiter Server Cook Cook Cook Waiter Server STEP 6 Turn in order 7 Make Sandwich 8 Cut the sandwich 9 Put side on plate Last Serving to Customer 9 19 13 Building Process Excellence Call for Greatness The call and need of a new era is for greatness Tapping into the higher reaches of human genius and motivation requires leaders to have a new mind set a new skill set and a new tool set Covey Mind set skill set tool set video Without these leaders won t survive The call today is for leadership greatness Becoming a great leader happens during your journey Mediocre Leader Everything is so dependent on me Great Leader Enduring success is in the systems Six building blocks of process excellence Process Excellence builder Video Worksheet success is in the systems Success is built into the systems Soccer Success University of North Carolina Mind set Skill set Tool set Best Players Training environment way harder than the games The games are the vacations Measure everything Posted on bulletin board Motivates players cause they don t want to be on the bottom of the list Mold the system to the girls players Talent is sometimes overrated they pick players based on character and self discipline self belief competitive edge A part of something bigger then just themselves What systems did Anson Dorrance have in place System of accountability Each person is accountable for the team s success Great connection with his players sent an individual player a note to encourage What role did systems play in his team s success Won multiple championships won 18 of 25 One star player wasn t the reason they won it was the system People can be switched in and success was still met System a process method or set of procedures for achieving