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STROKE OF THE PEN Strategy

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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STROKE OF THE PEN Strategy

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  1. 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

  2. Results Habits/Culture 5 5 STAGES OF BEHAVIOR-BASED STRATEGIES Individual Ownership 4 Team Accountability 3 2 Leadership Emphasis Drive to Improve 1

  3. 2-3 1-2 0 Discipline 1: Focus on the Wildly Important 2-3 4-10 11-20 (In addition to the Whirlwind)

  4. Discipline 1: Focus on the Wildly Important Transformational Incremental Wildly Important Goal

  5. Discipline 1: Focus on the Wildly Important WIGs (Finish-lines) LAG Measure LAG Measure LAG Measure LAG Measure LAG Measure LAG Measure LAG Measure

  6. Discipline 2: Act on the Lead Measure LAG Measure LAG Measure LAG Measure LAG Measure Team LAG Measure LAG Measure LAG Measure Lead Measures

  7. 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

  8. 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

  9. Page 34

  10. Sample Scoreboard—Education Discipline 3: Keep a Compelling Scoreboard

  11. 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?

  12. 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

  13. Discipline 4: Create Cadence of Accountability 1. Report on Last Week’s Commitments 2. Review and Update Scoreboard 3. Make Commitments For Next week

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