The 19 cultural blueprints for corporate architecture for business excellence

Disney Customer service speaker — Casey’s Corner at Walt Disney World.

The 19 cultural blueprints for corporate architecture for business excellence.

LEADERS (blueprints, site prep, foundation)
1. (Vision) a clear, concise, compelling vision
2. (Involvement) Create your tool box with at least 100 easy to implement developmental ideas
3. (Accountability) Develop your tool kit with your top three priorities for each: Employees, Customers, Business PLUS: Technical, Managerial, Behavioral.
4. (Commitment) Short list (7 or less) of internal leadership (and employee) values, with concise definition and sample behaviors.

EMPLOYEES (shell, walls, roof)
5. (History) Full-blown founder’s story capturing the organizational DNA (and an historian identified)
6. (Customs) Long list of company heritage as well as traditions (ongoing historical management)
7. (Icons) Comprehensive guide to corporate language, symbols, phrases, tag lines, etc (ongoing historical mgmt)
8. (Values) Categorize unique traits & behaviors your culture is famous for.
EMPLOYEES: Deep and broad integration with your 4 HR practices: Hire, Train, Inspire, Value.

CUSTOMERS (floor plans, doors, windows, walls, stairs, closets, etc)
9. (The Bullseye) Identify and define your quintessential service goal. Then embed it in your organization’s DNA
10. (360 Analysis) Exhaustive lists of Needs, Wants, Stereotypes (+-), Emotions (+-); this will fuel scalable ways to hit your bullseye all day, every day.
11. (Unifying goal) redress your vision statement in a pair of overalls and march it to the front line. This is your battle-cry, the reason you exist. This one blueprint is the most important tool for harvesting your work force’s discretionary effort.
12. (Decision Tree) Create your prioritized corporate decision making matrix based on your non-negotiable, famous for, and business need.

REPUTATION (Exterior style & landscaping)
13. (Your promise) This one’s easy, it’s your unifying goal.
14. (Delivering your promise) process map every customer (and employee) touch point and create exhaustive lists for delivering your quintessential service goal at every touchpoint, all day, every day.
15. (Connecting Emotionally) Create organizationally unique employee framework (your Company’s Customer Service blueprints) to allow for initial and ongoing training and development.

IMPROVE (functionality – plumbing, electric, hvac, lighting, etc)
16. (Generate Ideas) Build your corporate box and think inside it.
17. (Select ideas) Use process mapping, 360 analysis, financials, surveys, etc
18. (Implement ideas) Develop a corporate framework for Continuous improvement (CIP); a literal six sigma for dummies.
19. (Leader’s Role) Create environment where great ideas have no choice but to flourish. Everyone is creative, your ideas are separate from your identity, “yes, and”.

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This website is about our spiritual health. To leave this site to read today’s post on jeff’s career health website, click here.

Celebrate, connect, contribute

Business trip — A 12:45 PM departure was perfect.

work life balance speaker — Non-stop to Chicago Midway, with time to read the inflight magazine (the wifi didn’t work).

Church tagline — This made me smile (and relax). Great karma at the venue.

Doug and Pam Lipp were gracious hosts. The Naperville Chamber of Commerce has a big team of energetic people (many whom i spoke with), led by a passionate and visionary CEO, Nicki Anderson.

Doug and i both speak about Disney.

The reality is we are potential competitors.

But after watching Doug do his signature Keynote as well as a VIP “deeper dive facilitation”, we really aren’t in the same arena.

What we offer is different enough that the world gets two great choices.

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

There is no other option at Disney

Disney University Keynote Speakers — Yesterday while biking.

Best Disney Keynote Speakers — Themed Trash cans. There is no other option at Disney. Attention to detail is all we know.

What’s trash in our spirit?

What attention to detail do we use to keep our spirit immaculately clean?

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

Take a spiritual walk on your Disney side

Walt Disney World Hidden Mickeys — Yesterday afternoon walking to Magic Kingdom. There are two hidden Mickey’s. The second, in front of the small **Sago Palm** (right side), is almost imperceptible.

Child: Mom, do you think there’s ever a time when life gets too hard and it’s okay to stop believing and let go of Jesus’s hand?

Mom: Why do you ask honey?

Child: I think Grandpa doesn’t believe in Jesus anymore.

Mom: Honey, being bed-ridden in this Nursing Home is beyond anything I can comprehend and Grandpa knows something you and I would be blessed to never discover.

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

Specific examples of development

Specific examples of development.

When Nicole pulled you (a business owner) aside and said, “You’re a great manager, but not a great leader.”

When i told you (a chief executive) to share your vision and you pushed back.

Coaching. There are a million ways to coach.

Mentoring. There are a million ways to mentor.

Feedback. There are a million ways to provide feedback.

Opportunity. One of my leadership roles (between 1984 – 2013) at Disney involved seven months as Disney’s Grand Floridian Guest Satisfaction Measurement Champion for 1,400 Cast Members and 100 salaried leaders. This is an example of unintentional development. My boss didn’t do this to develop me. There was a need and i was the one my boss’s boss thought was the best fit. It was a development opportunity, but that was not the original intention.

In 2008, two sentences were spoken during a regularly scheduled meeting with my boss: “Jeff, not everyone on the executive team likes you.”. This was literally the best development i received in 15 years at Disney Institute. Bottomline, a negative blind spot compassionately revealed, can be career altering.

A comment from a boss’s observation that i never knew before. My boss, a different one than above, finally (you’d be surprised how busy Disney Institute is) observed a co-facilitated engagement and said, “Jeff, you really command the room.” No one had ever said that to me. Bottomline, a positive blind spot generously revealed, can be career altering.

Being brave, here are some big obvious examples: Publishing a book while at Disney. Starting an LLC, six years before retiring from Disney. Overcoming addiction midway through my 30 year Disney career.

Being authentic, at the risk of being perceived unfavorably, running my speaking and advisory business differently than literally every other successful speaker. No speaking videos, no email collection, no testimonials, no fancy website, and walking away from any gig that doesn’t meet a very high minimum Orlando speaking price of $18.5k.

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.