Built on ValuesCreating an Enviable Culture that Outperforms the Competition
Most leaders know that a winning, engaged culture is the key to attracting top talent—and customers. Yet, it remains elusive how exactly to create this ideal workplace —one where everyone from the front lines to the board room knows the company’s values and feels comfortable and empowered to act on them. Based on Ann Rhoades’ years of experience with JetBlue, Southwest, and other companies known for their trailblazing corporate cultures, Built on Values reveals exactly how leaders can create winning environments that allow their employees and their companies to thrive. Companies that create or improve values-based cultures can become higher performers, both in customer and employee satisfaction and financial return, as proven by Rhoades’ work with JetBlue, Southwest Airlines, Disney, Loma Linda University Hospitals, Doubletree Hotels, Juniper Networks, and P.F. Chang’s China Bistros. Built on Values provides a clear blueprint for how to accomplish culture change, showing: How to exceed the expectations of employees and customers How to develop a Values Blueprint tailored to your organization’s goals and put it into action Why it's essential to hire, fire, and reward people based on values alone, and How to establish a discipline for sustaining a values-centric culture Built on Values helps companies get on the pathway to greatness by showing the exact steps for either curing an ailing company culture or creating a new one from scratch.
Foreword, v by Steven R. Covey Introduction: Launching a Culture Change the Right Way ix 1 is a values-based culture worth the effort? 1 2 so how’s that working for you?”: uncover your company’s true values 17 3 craft your values blueprint: the foundation of everything 33 4 fill your company with a players: a values-based way to hire 51 5 let your employees impress you: implement a value-centered metrics system 71 6 reward culture change: values as a competitive advantage 91 7 astonish your employees: inspire culture change from the c-suite 111 8 reinforce your values culture: be excessive about communication 129 9 continuous discipline: create a plan for culture maintenance 151 Leader’s Toolbox 169 Notes 205 References 211 Acknowledgments 215 About the Authors 219 Index 221
Ann Rhoades is President of People Ink, which helps companies build values-based corporate cultures using the Values Blueprint principles, and CEO of CareLeaders, LLC. She was one of the five founding executives of JetBlue Airways, Chief People Officer for Southwest Airlines, and Executive Vice President of Team Services at Doubletree and Promus Hotel Corporations. Today, she continues to serve on the JetBlue Board of Directors, as well as on the boards of P.F. Chang's China Bistro; HireVue, Inc.; Anderson School of Business at the University of New Mexico; ACCION New Mexico - Arizona - Colorado; and is board chair of Safer New Mexico Now. She lives in Albuquerque, New Mexico.? Nancy Shepherdson is a freelance journalist who has written more than 500 articles and five books over the past twenty years.
Discover how the world's top companies create thriving, engaged workforces. Most leaders know that a winning, engaged culture is the key to attracting top talent—and customers. Yet it remains elusive how exactly to create this ideal workplace—one where everyone from the front lines to the boardroom knows the company's values and feels comfortable and empowered to act on them. Based on Ann Rhoades' years of experience with JetBlue, Southwest, and other companies known for their trailblazing corporate cultures, Built on Values reveals exactly how leaders can create winning environments that allow their employees and their companies to thrive. Companies that create or improve values-based cultures can become higher performers, both in customer and employee satisfaction and financial return. Through stories, examples, and interviews with many of the top leaders she has worked directly with—including Dave Barger and Joel Peterson of JetBlue Airways, Rick Federico of P.F. Chang's China Bistro, Rick Kelleher of Pyramid Hotel Group, and Ruthita Fike of Loma Linda Hospitals—Ann Rhoades reveals the processes by which these companies created their well-known cultures. Providing a clear blueprint for how to accomplish culture change, Built on Values shows exactly how any organization can exceed the expectations of employees and customers. With Rhoades' Values Blueprint, you will learn how to develop and tailor your organization's goals, how put them into action, and why it is essential to hire, fire, and reward people based on values. Whether curing an ailing company culture or creating a new one from scratch, Built on Values shows companies exactly how they can get on the pathway to greatness.
Praise for Built on Values "What was so different with Ann's system of hiring top people is that she made it a process that applied throughout the company from day one. JetBlue has successfully developed a very positive reputation for crew member and customer satisfaction using the concepts and processes recommended in Built on Values." —Dave Barger, CEO, JetBlue Airways "Ann Rhoades has one of the most brilliant 'people minds' I've ever known, especially with regard to relationships and people issues. Ann's work will go a long way toward getting people to live their values. Her model outlined in Built on Values is a how-to for all leaders."—Rick Federico, chairman and co-CEO, P.F. Chang's China Bistro "Ann Rhoades has helped us incorporate our values into the interview process, training, and our rewards program. She helped us develop and live the right behaviors, then articulate what we expect from people and hold them accountable for their actions. Built on Values teaches you how to do that for your organization."—Len Trainor, CEO, Heritage Home Healthcare and Hospice "Ann Rhoades' values-based approach to leadership was catalytic for ACCION. Her guidance helped transform our organization."—Anne Haines Yatskowitz, president and CEO, ACCION New Mexico ? Arizona ? Colorado "Lots of people talk about changing corporate culture. Ann Rhoades knows how to do it. Built on Values offers real, step-by-step information about how to go about selecting core values, figuring out the behaviors that go with them, and reinforcing them."—Dr. Gerald Winslow, vice president of mission and culture, Loma Linda (California) University Hospitals "Ann Rhoades is one of those dynamic presences that you always benefit from listening to. She is an inspiring and creative leader with a different perspective. With her knowledge and experience, she can get right to the heart of what is needed to move forward. In Built on Values, she presents an operational model for building a high-performing culture."—Bob Hamer, founder, Primitive Logic
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