In The Loop

Tags have different characters to help passengers know which section to pick up their luggage. Photo by J. Jeff Kober.

Editor’s Note: Over the months to come, we are providing posts dedicated to better improving the post secondary experience. This post is authored by David Zanolla who teaches at Western Illinois University, and who annually hosts students learning best in business practices at Walt Disney World. Over the course of my 12 year collegiate teaching career, I … Read more

With Real Performance Comes Real Failure

President Theodore Roosevelt

In a previous post we spoke about being accountable. It takes courage for individuals and teams to take accountability in their own hands and to move forward in breath taking ways toward improving results. Often the hard wiring of the organizations has created a culture where people don’t want to “get their hands slapped” so … Read more

Soft Wiring For Accountability

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We want excellence. We want people to be performing at their very best. But how do we get them there? There is a hard wiring way to hold employees accountable. That usually involves performance plans, annual reviews, and other mechanisms that seldom align themselves toward attaining real results. Most people tie a negative connotation/emotion to … Read more

Exceed in Meeting Employee Needs

Graphic by codling.

In a previous post we spoke of separating steering from rowing. If supervisors and executives aren’t steeped in the rowing—if they aren’t figuring out the do’s and don’ts of a thousand different policies and procedures—than just what is their role? In our work, Lead With Your Customer, Mark David Jones and I note that there are … Read more

Separate Steering From Rowing

Organizations must be clear about who should paddle and who should steer. Photo by J. Jeff Kober.

World-class organizations separate the work of rowing from steering. Too often management and executives want to “pick up the paddles” and make things happen themselves—or at least dictate what they should be. Rather, the emphasis should be on putting that manifesto and values in place, then supporting their teams in helping them be their very … Read more

Freedom In A Framework

All sorts of possibilities for creating excellence exist once a framework has been outlined.

In our previous post we spoke about declaring your manifesto as a way to soft wiring the organization for moving to the next level. Returning to Tim Cook’s manifesto, you see that some very key core values are woven in his statement. The power of innovation, being collaborative, demanding excellence and even recognizing/learning from one’s … Read more

Declare Your Manifesto

An Apple Store in Orlando, Florida. Photo by J. Jeff Kober.

In our previous post we talked about the advantage of Soft Wiring. We want to share with you some important ways to make that happen. We’ll begin with Declaring Your Manifesto. At Ritz-Carlton it’s “Ladies and Gentlemen Serving Ladies and Gentlemen.” At Disney it’s “We Create Happiness.” What do those two things share in common? … Read more

Hard Wiring Vs. Soft Wiring

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Most organizations want to be better than they are. Some do so successfully. World-class organizations—whether they are in the public, private, or non-profit sectors—have learned that there is a definitive link between highly satisfied customers and a highly engaged workforce. As a result, they are looking for ways to create that customer-centric culture where employees … Read more