Define observable standards
Turn values into specific behaviors for customers, coworkers, communication, quality and decision making.
- Use concrete examples
- Include unacceptable behavior
- Connect standards to work
Align systems and leaders
Hiring, onboarding, schedules, recognition, promotion and consequences should reinforce the stated standards.
- Model expectations
- Apply rules consistently
- Remove conflicting incentives
Listen and improve
Create safe ways for people to raise risks and ideas, then communicate what was learned and what will change.
- Ask specific questions
- Protect good faith reporting
- Track repeated concerns