A Self Directed Team

The other day I was speaking with a friend of mine who is the training director for a prominent property in the Southern California market.  We were discussing professional empowerment and the creation of a healthy, productive organizational culture when he shared with me that he no longer employs the term "empower" but is now moving his organization toward the concept of a self directed workforce.  Since he is one of the brightest people I know I decided to delve deeper into this concept.

Perhaps you are familiar with the concept of self-direction.  It is built upon the ownership model and at its most fundamental level encourages each team member, in any given circumstance, to make the best possible decision that serves their guest and their organization.  It requires all members of an organization to completely understand their leader’s vision and consistently execute the mission and purpose of their organization.

To achieve this level of organizational maturity, professional standards must be communicated to all, and clear outcomes for compliance and non-compliance must be consistently enforced.   Apply the firm, fair and consistent model to one of your management "ways of being."  If a decision is made, and in hindsight it was not considered to be the best decision available to achieve the desired intention, the team member is still praised for making a decision.  He or she is then coached to understand more positive, alternative, future actions if and when this, or a similar, incident occurs.

You may be thinking that this is a utopian concept but it is attainable.  First, believe that it is achievable.  Then begin to take the three necessary steps to successfully set your organization on the path.

Step 1:  Develop a clear Vision, Mission and Purpose.

Your Vision will set the future long-term direction of your organization.  A solid Vision brings the future into the present.

Your Mission is your roadmap for achieving your Vision, or what I often call the "promised land."

Your Purpose is perhaps the most important of all.  It is the "why" that you will need to inspire your people to move toward the promise land.

To achieve maximum cooperation, and thus success, you also will need to remember the WIIFM – What’s In It For Me, or, "How does this affect me personally?"

Step 2:  Develop greater individual ownership by seeking input from your down line before you begin the process of shifting and evolving your organizational culture.

This would be an excellent time to re-examine your communication strategies to ensure they best disseminate your messages and transmit your team’s feedback up the management ladder.  Standards of Excellence must be developed and communicated in such a way that they are understood and easily applied by all.

Step 3: Immediately begin recruiting future employees who identify with, and share in, your organizational culture.

From your General Manager to your environmental services personnel, all must be considered as to their ability to propagate your culture.  This is even more imperative when it comes to upper Management!  Move toward group interviews on all levels of your organization to diminish the "fear factor" and to hold all responsible for these critical decisions.  This will help eliminate a cultural mentally of victimization.

Some of these points may sound familiar to you.   They represent the Ritz Carlton’s Gold Standard of Excellence.  The Ritz Carlton Hotel Company sets the Gold Standard in luxury hospitality worldwide.  Here are their five Gold Standard principles:

1. Define and Refine
2. Empower through Trust
3. It’s Not About You
4. Deliver Wow!
5. Leave a Lasting Footprint

The Ritz Carlton developed these principles to focus on four tenants I call "Delivering Guest Service Magic."

1. One of a Kind Experiences
2. Fast Access to Knowledge
3. Convenience and Respect for Guest’s Time
4. A Commitment to a Total Lack of Hassles for Their Guest

Do these principles work for the Ritz?  You bet!  And they will work for YOUR organization!

If you would like help as you move toward creating a self directed team, or if you would like me to deliver Guest Service or Leadership Magic to your organization, please call.  I look forward to working with you. 

Until next time, continue to strive for excellence!

Peter Scott - Your Competitive Edge

520.977.5695 / www.PsCompetitiveEdge.com