Ranken Jordan Pediatric Specialty Hospital: A Model of Excellence Customer satisfaction: 98% Customer satisfaction: 98% Annual employee retention: 97% Annual employee retention: 97% Ten-fold revenue growth over 10 years Ten-fold revenue growth over 10 years 98% of employees say they understand and feel a part of Ranken Jordan’s mission 98% of employees say they understand and feel a part of Ranken Jordan’s mission
values live it proclaim it celebrate it
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values
values guiding principles, philosophies, standards, choices
“Our values aren’t just words in a document. Our values are who we are.” values
How do Ranken Jordan’s values help them achieve their goals? values
What do our customers want from us? values
What do our behaviors reveal about what we truly value? values What do we value here?
How do our values help us achieve our goals? values
proclaim it
A proclamation puts a stake in the ground. It says, “This is who we are and this what we believe.” To declare publicly, insistently, proudly, authoritatively...
What values are we willing to proclaim publicly? proclaim it
Self Self Team/Department Team/Department Company Company Customers/Partners Customers/Partners Industry Industry General Public General Public proclaim it Who should we proclaim our values to?
If someone asks us about our values, what will we say? proclaim it
How will we proclaim our values? proclaim it
What else? proclaim it Ideas: Banner, signs at office Banner, signs at office Employee badges Employee badges Advertisement, billboard Advertisement, billboard Website, letterhead Website, letterhead
live it
“If it’s part of who you are, if it’s what you value, it’s going to show in everything you do.” live it Our behaviors expose our real values. Values are a lens to help us see if our behaviors line up with our mission.
When we live our values, what does that look like? live it What do we do differently? What do we do differently?
live it A colleague needs help and I’m busy with my own work. A colleague needs help and I’m busy with my own work. A customer is angry for no good reason. A customer is angry for no good reason. A colleague I’m working with or depending on makes a mistake. A colleague I’m working with or depending on makes a mistake. I disagree with a team member. I disagree with a team member. How would you handle these situations when you are living your values?
What keeps us from living our values? live it
When we get off track, what helps us get back to where we want to be? live it
Awarenessstrategies: Wear your values Wear your values Attitude board Attitude board Gratitude journal Gratitude journal Values partner Values partner live it What else?
celebrate it
It can come from a group or one another. thanks, recognition, and acknowledgement.
Why is it important to point out positive behavior? celebrate it “When you drive down the road, do you ever get a pat on the back from the police officer for driving the speed limit?”
What is the impact? celebrate it How does it feel to be thanked or recognized?
celebrate it How does it feel when you celebrate someone else?
How does celebrating each other reinforce our values? celebrate it
How will we celebrate each other regularly? celebrate it
What else? celebrate it Ideas: Say thank you more often Say thank you more often Symbols, tokens of our thanks Symbols, tokens of our thanks Give something the recipient can use over and over Give something the recipient can use over and over Make praise authentic, specific Make praise authentic, specific
What can our team do to celebratepeopleregularly? celebrate it
What can our company do to celebrate people regularly? celebrate it
live it proclaim it How will we: