Excellence. Always. If not excellence, what? If not excellence now, when?



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Industrial and Residential Buildings *Total energy: 39% *Electricity: 68% *Carbon dioxide emissions: 40% *Raw materials: 30% *Non-industrial landfill: 40% Source: U.S. Green Building Council (from Green Building A to Z, Jerry Yudelson)

  • #8
  • see green = recover 20% faster
  • #9
  • Socks = 10,000*
  • *Deep Vein Thrombosis/UK
  • #10
  • “Broken windows”: Clean the streets, fix the broken windows, ticket the open-beer-can holders, etc, etc
  • = Sense of order
  • = Crime way down
  • #11
  • Little =
  • BIG
  • “Power Freaks” Move Things Around!

6.5 feet Away =

6.5 feet Away = -63% “Seconds”* *Plate size, etc, first serving dish

  • Round
  • = 2X/allx
  • >100 feet = 100 miles
  • Geologists + Geophysicists +
  • A little bit of love = Oil

XFX = #1* ** *Cross-functional eXcellence **Execution, Innovation, Speed

  • #12
  • 80%
  • “Everything matters”
  • -80%
  • Source: Nudge, Richard Thaler and Cass Sunstein, etching of fly in the urinal
  • reduces “spillage” by 80%, Schiphol Airport
  • #13
  • (1) Amenable to rapid
  • experimentation/failure “free”
  • (No bad “PR,” No $$)
  • (2) Quick to implement/Quick to
  • Roll out
  • (3) Inexpensive to implement/
  • Roll out
  • (4) Huge multiplier
  • (5) An “Attitude”
  • (6) Does not by and large require a
  • “power position” from which to
  • launch experiments.
  • #14

W and … >TGR [Things Gone WRONG-Things Gone RIGHT]

2-cent candy

“May I clean your glasses, sir?”* *Kingfisher Air

Griffin: Music in the parking lot; professional musicians in the lobby (7/week, 3-4hrs/day) ; 5 pianos ; volunteers (120-140 hrs arts & entertainment per month). Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

  • #15

none!

Press Ganey Assoc: 139,380 former patients from 225 hospitals: none of THE top 15 factors determining Patient Satisfaction referred to patient’s health outcome P.S. directly related to Staff Interaction P.P.S. directly correlated with Employee Satisfaction Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

“There is a misconception that supportive interactions require more staff or more time and are therefore more costly. Although labor costs are a substantial part of any hospital budget, the interactions themselves add nothing to the budget. Kindness is free. Listening to patients or answering their questions costs nothing. It can be argued that negative interactions—alienating patients, being non-responsive to their needs or limiting their sense of control—can be very costly. … Angry, frustrated or frightened patients may be combative, withdrawn and less cooperative—requiring far more time than it would have taken to interact with them initially in a positive way.”Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

“Kindness is free.”

“Courtesies of a small and trivial character are the ones which strike deepest in the grateful and appreciating heart.” —Henry Clay

  • “We don’t take people to the elevator—we take them down to the street. —David Ogilvy
  • Relationships (of all varieties): THERE ONCE WAS A TIME WHEN A THREE-MINUTE PHONE CALL WOULD HAVE AVOIDED SETTING OFF THE DOWNWARD SPIRAL THAT RESULTED IN A COMPLETE RUPTURE.

“Be kind, for everyone you meet is fighting a great battle.” —Philo of Alexandria

  • The Manager’s Book of Decencies: How Small /gestures Build Great Companies. —Steve Harrison, Adecco
  • The Manager’s Book of Decencies: How Small gestures Build Great Companies. —Steve Harrison, Adecco
  • Servant Leadership —Robert Greenleaf
  • One: The Art and Practice of Conscious Leadership —Lance Secretan, founder of Manpower, Inc. (“What would happen if we looked at a customer and saw the face of God in them?”)
  • “What would happen if we looked at a customer and saw the face of God in them? To most people it sounds like a lofty idea. But if you see the face of God in a flower, why wouldn’t you see it in the face of a customer? If we treated customers and honored the God within them—if we loved them—we would not need a ‘quality program.’” —Lance Secretan, founder of Manpower, Inc., and most recently author of One: The Art and Practice of Conscious Leadership

Respect. Decency. Wee Gestures.


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