Ranken Jordan Pediatric Specialty Hospital: A Model of Excellence

2. Ranken Jordan Pediatric Specialty Hospital: A Model of Excellence • Customer satisfaction: 98% • Annual employee retention: 97% • Ten-fold revenue growth over 10 years • 98% of employees say they understand and feel a part of Ranken Jordan’s mission

3. proclaim it values celebrate it liveit

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5. values

6. values guiding principles, philosophies, standards, choices

7. values “Our values aren’t just words in a document. Our values are who we are.”

8. values How do Ranken Jordan’s values help them achieve their goals?

9. values What do our customers want from us?

10. values What do we value here? What do our behaviors reveal about what we truly value?

11. values How do our values help us achieve our goals?

12. proclaim it

13. proclaim it To declare publicly, insistently, proudly, authoritatively . . . A proclamation puts a stake in the ground. It says, “This is who we are and this what we believe.”

14. proclaim it What values are we willing to proclaim publicly?

15. proclaim it Who should we proclaim our values to? • Self • Team/Department • Company • Customers/Partners • Industry • General Public

16. proclaim it If someone asks us about our values, what will we say?

17. proclaim it How will we proclaim our values?

18. proclaim it Ideas: • Banner, signs at office • Employee badges • Advertisement, billboard • Website, letterhead What else?

19. liveit

20. liveit “If it’s part of who you are, if it’s what you value, it’s going to show in everything you do.” Our behaviors expose our real values. Values are a lens to help us see if our behaviors line up with our mission.

21. liveit When we live our values, what does that look like? What do we do differently?

22. liveit How would you handle these situations when you are living your values? • A colleague needs help and I’m busy with my own work. • A customer is angry for no good reason. • A colleague I’m working with or depending on makes a mistake. • I disagree with a team member.

23. liveit What keeps us from living our values?

24. liveit When we get off track, what helps us get back to where we want to be?

25. liveit • Awareness • strategies: • Wear your values • Attitude board • Gratitude journal • Values partner What else?

26. celebrateit

27. celebrateit thanks, recognition, and acknowledgement. It can come from a group or one another.

28. celebrateit “When you drive down the road, do you ever get a pat on the back from the police officer for driving the speed limit?” Why is it important to point out positive behavior?

29. celebrateit How does it feel to be thanked or recognized? What is the impact?

30. celebrateit How does it feel when you celebrate someone else?

31. celebrateit How does celebrating each other reinforce our values?

32. celebrateit How will we celebrate each other regularly?

33. celebrateit • Ideas: • Say thank you more often • Symbols, tokens of our thanks • Give something the recipient can use over and over • Make praise authentic, specific What else?

34. celebrateit What can our teamdo to celebrate people regularly?

35. celebrateit What can our company do to celebrate people regularly?

36. How will we: proclaim it liveit celebrateit