Leadership Principle Mapping Flashcards
Customer Obsession
Leaders start with the customer and work backwards. They work vigorously to earn and keep customer trust. Although leaders pay attention to competitors, they obsess over customers.
Killing equipment lists
S-Describe problem with equipment lists. Huge time sync. No data integrity.
T- Get rid of or replace them
A- Researched. Contractually obligated? No. Are the valuable? Not in their current implementation. They’re inaccurate with no feasible way of making them accurate with given $0 budget. (security guard or a weigh-in, weigh out system) Only reason I could find was that our main competitor had them, but it seemed most of our customers did not like the equipment list.
Finally removed them.
R-Happier customers.
Ownership
Leaders are owners. They think long term and don’t sacrifice long-term value for short-term results. They act on behalf of the entire company, beyond just their own team. They never say “that’s not my job”.
Collections SOP
S - Accounting had a substantial amount of overdue collections. They also didn’t have a standard procedure for collections.
T - The CFO asked me to help create a simple SOP.
A - I wrote out the SOP for them and trained the guy that would perform it.
R - Reduced monthly unpaid invoice amount by 75% (monthly $20K to $5K)
Invent and Simplify
Leaders expect and require innovation and invention from their teams and always find ways to simplify. They are externally aware, look for new ideas from everywhere, and are not limited by “not invented here”. As we do new things, we accept that we may be misunderstood for long periods of time.
Hiro
BaseCamp
S - When I first became Program Manager, I wanted a Project Management software tool that would: provided a single view of the company’s projects, give project managers some features like checklists and communication logs.
T - Find a tool and implement it.
A - Chose Basecamp and implemented it.
R - Created a centralized repository of Project Communications and Task Lists
Are Right, A Lot
Leaders are right a lot. They have strong judgment and good instincts. They seek diverse perspectives and work to disconfirm their beliefs.
Marcus Change Management
Killing equipment lists
S-Describe problem with equipment lists. Time sync. No data integrity.
T-Get rid of or replace them
A-Researched. Contractually obligated? No. Are the valuable? No b/c they’re inaccurate with no feasible way of making them accurate with given $0 budget. (security guard or a weigh-in, weigh out system) Only reason I could find was that our main competitor had them, but it seemed most of our customers did not like the equipment list.
Finally removed them.
R-Happier customers.
Learn and Be Curious
Leaders are never done learning and always seek to improve themselves. They are curious about new possibilities and act to explore them.
I learned ITIL
Improve metrics
Situation - No categorization for Incident and Request.
Task - Needed to add categorization
Action - Researched. Did not make a big long list based on services. Added basic categories that would be meaningful.
Result - Was able to gain more meaningful reporting on Request and Incident time spent.
Hire and Develop the Best
Leaders raise the performance bar with every hire and promotion. They recognize exceptional talent, and willingly move them throughout the organization. Leaders develop leaders and take seriously their role in coaching others.We work on behalf of our people to invent mechanisms for development like Career Choice.
Situation - Jason Penharlow. Always need to train someone to take your place.
Task - Mentored him
Action - As he increased in skill and understanding, I gave supervisor-like responsibilities like training new employees, managing the NOC Technician schedule, writing/revising procedures.
Result - He became the data center manager when I was promoted to Program Manager.
Insist on the Highest Standards
Leaders have relentlessly high standards - many people may think these standards are unreasonably high. Leaders are continually raising the bar and drive their teams to deliver high quality products, services and processes. Leaders ensure that defects do not get sent down the line and that problems are fixed so they stay fixed.
Hiro
Think Big
Thinking small is a self-fulfilling prophecy. Leaders create and communicate a bold direction that inspires results. They think differently and look around corners for ways to serve customers.
Hiro
Security Program
S - Had a myriad of customer compliance and contractual needs. Easy to lose track of them, addressed ad-hoc, are we capable? do we want to be? how long before we can be?
T - Create a security program with compliance mapping sheet.
A - Gathered requirements. NIST for HIPPA. Created sheet.
R - Now we had tool we could use to better understand our security program holistically.
Bias for Action
Speed matters in business. Many decisions and actions are reversible and do not need extensive study. We value calculated risk taking.
Change Management - Marcus
Frugality
Accomplish more with less. Constraints breed resourcefulness, self-sufficiency and invention.There are no extra points for growing headcount, budget size or fixed expense.
SOC 1 and 2 improvement
Earn Trust
Leaders listen attentively, speak candidly, and treat others respectfully. They are vocally self-critical, even when doing so is awkward or embarrassing.Leaders do not believe their or their team’s body odor smells of perfume. They benchmark themselves and their teams against the best.
Roadmap
S - Trying to get better project metric. We were using Basecamp already, so I found Roadmap.
T, A - I implemented it tried to get users to use it. Uphill battle.
Not the best UI
It sync data with basecamp, but required you to enter a lot of data into it. So entering in data into two seperate systems.
R - Poor user adoption. Killed it.
Just used excel to track my own projects. Always on the look out for something better next time.
Dive Deep
Leaders operate at all levels, stay connected to the details, audit frequently, and are skeptical when metrics and anecdote differ. No task is beneath them.
Hiro
Have Backbone; Disagree and Commit
Leaders are obligated to respectfully challenge decisions when they disagree, even when doing so is uncomfortable or exhausting. Leaders have conviction and are tenacious. They do not compromise for the sake of social cohesion. Once a decision is determined, they commit wholly.
Change Management - Marcus
Deliver Results
Leaders focus on the key inputs for their business and deliver them with the right quality and in a timely fashion. Despite setbacks, they rise to the occasion and never settle.
Hiro
With a emphasis on some setbacks
Time delays (dev resource got pulled away)
Missing data completely
