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BEHAVIOR CHANGE Strategy. STROKE OF THE PEN Strategy. Improved Customer Experience Increased Engagement Higher Quality Services Faster Responsiveness Operational Consistency. Capital Investment Expansion of staff Change in Policy or Programs Strategic Acquisition. Results.
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BEHAVIOR CHANGE Strategy STROKE OF THE PEN Strategy • Improved Customer Experience • Increased Engagement • Higher Quality Services • Faster Responsiveness • Operational Consistency • Capital Investment • Expansion of staff • Change in Policy or Programs • Strategic Acquisition
Results Habits/Culture 5 5 STAGES OF BEHAVIOR-BASED STRATEGIES Individual Ownership 4 Team Accountability 3 2 Leadership Emphasis Drive to Improve 1
2-3 1-2 0 Discipline 1: Focus on the Wildly Important 2-3 4-10 11-20 (In addition to the Whirlwind)
Discipline 1: Focus on the Wildly Important Transformational Incremental Wildly Important Goal
Discipline 1: Focus on the Wildly Important WIGs (Finish-lines) LAG Measure LAG Measure LAG Measure LAG Measure LAG Measure LAG Measure LAG Measure
Discipline 2: Act on the Lead Measure LAG Measure LAG Measure LAG Measure LAG Measure Team LAG Measure LAG Measure LAG Measure Lead Measures
LAG MEASURE LEAD MEASURE Calories Taken-in (Diet) Calories Burned (Exercise) Weight (Pounds) LOSE WEIGHT Discipline 2: Act On The Lead Measures - Measures something that leads to the goal Predictive Measures the Goal - Something we can influence Influence-able
Discipline 3: Keep a Compelling Scoreboard LAG Measure LAG Measure LAG Measure LAG Measure Team LAG Measure LAG Measure LAG Measure Lead Measures Lag Lead Lead
Sample Scoreboard—Education Discipline 3: Keep a Compelling Scoreboard
Discipline 4: Create Cadence of Accountability Key Question What are the 1 to 3 most important things I can do this week to impact the Lead Measure?
Work Compass Monday Tuesday Wednesday Thursday Friday Commitment 1 8:00 Commitment 2 Commit 1 Commit 1 9:00 10:00 Commitment 3 11:00 1:00 Commit 2 2:00 Commit 3 3:00 4:00 5:00 Discipline 4: Create Cadence of Accountability
Discipline 4: Create Cadence of Accountability 1. Report on Last Week’s Commitments 2. Review and Update Scoreboard 3. Make Commitments For Next week