Ranken Jordan Pediatric Specialty Hospital: A Model of Excellence Customer satisfaction: 98% Annual employee retention: 97% Ten-fold revenue growth over 10 years 98% of employees say they understand and feel a part of Ranken Jordan’s mission
values proclaim it celebrate it live it
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values
philosophies, standards, choices 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?
What do our customers want from us? values
What do our behaviors reveal about what we truly value? What do we value here? What do our behaviors reveal about what we truly value? values
How do our values help us achieve our goals? values
proclaim it
proclaim it To declare publicly, insistently, proudly, authoritatively . . . A proclamation puts a stake in the ground. It says, “This is who we are and this what we believe.”
What values are we willing to proclaim publicly? proclaim it
Who should we proclaim our values to? Self Team/Department Company Customers/Partners Industry General Public proclaim it
If someone asks us about our values, what will we say? proclaim it
How will we proclaim our values? proclaim it
Ideas: What else? Banner, signs at office Employee badges Advertisement, billboard Website, letterhead What else? proclaim it
live it
Our behaviors expose our real values. 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.” Our behaviors expose our real values. Values are a lens to help us see if our behaviors line up with our mission.
what does that look like? When we live our values, what does that look like? What do we do differently? live it
How would you handle these situations when you are living your values? A colleague needs help and I’m busy with my own work. A customer is angry for no good reason. A colleague I’m working with or depending on makes a mistake. I disagree with a team member. live it
What keeps us from living our values? live it
what helps us get back to where When we get off track, what helps us get back to where we want to be? live it
Awareness strategies: What else? Wear your values Attitude board Gratitude journal Values partner What else? live it
celebrate it
It can come from a group or one another. celebrate it thanks, recognition, and acknowledgement. It can come from a group or one another.
“When you drive down the road, do you ever get a pat on the back from the police officer for driving the speed limit?” Why is it important to point out positive behavior? celebrate it
How does it feel to be thanked or recognized? What is the impact? celebrate it
How does it feel when you celebrate someone else? celebrate it
How does celebrating each other reinforce our values? celebrate it
How will we celebrate each other regularly? celebrate it
Ideas: What else? Say thank you more often Symbols, tokens of our thanks Give something the recipient can use over and over Make praise authentic, specific What else? celebrate it
What can our team do to celebrate people regularly? celebrate it
What can our company do to celebrate people regularly? celebrate it
How will we: proclaim it live it celebrate it