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SURPRISE: You Make A DIFFERENCE! Tulsa, Oklahoma February 23-25, 2010 Cultural Change - “Breaking Up is Hard To Do” Root Cause: A Stubborn Disease … Started by the ‘We’ve always done it this way” infection. You Make a Difference: The Opportunity… Encourage Employees to be Pro-Active Change Agents who “Make a Difference” 1. In Control of the Goal – Quality is “MY” responsibility a. The Year of Quality – Acknowledge those who make it their “Role” b. Tulsa Strong/Tulsa Pride – A quality mindset can be ‘infectious’ 2. Worthwhile Work a. Everyone’s work has value & a purpose and… b. Everyone’s work affects others ‘downstream’ – we set their plate. 3. Build Cross Functional Relationships – Encourage & Honor a. Thinking beyond one’s role to the “Process” b. Building Quality into processes from every direction c. Be a mentor and allow one self to be mentored – by anyone HOW CAN SOMEONE MAKE A DIFFERENCE? 1. ATTITUDE – NO MORE EXCUSES – A QUALITY MINDSET TAKES RESPONSIBILITY & IS ACCOUNTABLE. ENCOURAGE NEW ATTITUDES VIA WORDS AND ACTIONS Tulsa, Oklahoma February 23-25, 2010 2. Working Together - we can reduce errors & create Positive Results – Mentoring comes from all directions, it is indifferent to functional silos. 3. Being Intentional: Quality Happens “Making a Difference” 1. Stepping in to improve a process. 2. Crossing the functional ‘barrier’ to give a helping hand 3. Setting the Plate for someone else to succeed 4. Teamwork & Communication You Make a Difference Nominations – the process Nomination Card Who: Identify who made a difference What: Identify what they did to make a difference Why: Their action is important to the nominator When: did the action occur How: Did the action promote quality and/or teamwork Nominator signs card (places in ‘box’) or sends email Committee Reviews Nominations Choses ‘Monthly Winner’ Committee announces nominees and winner In Newsletter – part of the ‘Culture Propaganda effort’ Lobby TV You Make a Difference The Award The Award Cannot be: A popularity contest Cheesy or Corny Mandatory – if no one sufficiently “Made a Difference” – no award will be given that month Monthly Winner $25 gift certificate Acknowledgement in newsletter and Lobby TV Name placed into a special major Christmas Gift drawing Monthly Nominees Acknowledged in newsletter & Lobby TV Caught you doing something good - $5 subway coupon Name placed in a special Christmas Gift drawing You Make a Difference Moving Quality from: To This: