discipline

If the organization does not have a clear set of values, collaborate with your team leaders to create one.

Here is an example of a department’s set of values created by my direct reports and me:

• Put family first.
• Deliver high-quality services.
• Foster customer partnerships.
• Establish understanding, trust, and accountability.
• Make data-driven, innovative, customer-focused decisions.
• Facilitate collaboration, cooperation, and communication.

These values were prominently displayed on the organization’s website and reinforced to all staff via quarterly meetings and weekly blog posts. Orientation sessions for all new employees were scheduled every month so they could learn about these organizational values, ask questions, and meet the management team leaders.

The benefits of these changes were to build a disciplined, service-oriented culture where there was none; to establish understanding and accountability for services delivered; to increase efficiencies in the organization to fund capital and operating needs; to demonstrate the ability to collaborate, communicate, and follow through on service commitments; and to establish trust with customers leading to increased adoption of cost-effective services. We encouraged staff at all levels to build strong working relationships with their customer counterparts.

Actively listen to your staff and customers, and then set the expectations for the future of the organization. Reinforce these values in frequent communications, the organization’s website, weekly blog updates, quarterly all-staff meetings, job postings, and orientations. It’s crucial if you want to create a culture of customer service and discipline. Do not depend on vital communications to be passed down through the ranks; it just doesn’t happen.