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TRANSCRIPT
BPAA SummitJanuary 2011
Welcome to Leaders and Leadership
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Leaders and Leadership
Are individuals born as leaders or do they develop leadership skills and qualities through life’s experiences?
“A Born Leader!”Few people other than some select business school
students and military personnel ever have the opportunity for formal leadership training.
So, how are leaders created? What is the difference between a manager and a leader?
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Leaders and Leadership
Currently, 57,330 different books on leadership are for sale on Amazon.com and a multitude of opinions on leadership qualities and traits.
Today, we will be examining business leadership and, specifically, leadership of bowling businesses.
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Leaders and Leadership
What is the job of the business leader? I suggest it is to create value!
“Crea Aliquid Pretii”
To have a positive impact on the business. To leave it stronger then when he or she
started.
How do they achieve this?
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Leaders and Leadership
A business leader creates value by influencing others to become enthusiastic about the leader’s vision for the business and through direction and personal example.
Follow the courses of action that ensure the company achieves the Mission and fulfills the Vision.
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Leaders and Leadership
1. Courage2. Leadership3. Vision4. Demonstrable impact on company, industry, business5. Degree of difficulty6. Employee engagement, leadership development7. Customer value and shareholder value created8. Innovativeness9. Personal character – is there a coherent higher purpose?10. Peer respect/beacon of excellence/reputation
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Chief Executive Magazine’s Criteria for Selecting the CEO of the Year:
Leaders and Leadership
1. Intelligent2. Had integrity and established moral principles that they exhibited and followed3. Very knowledgeable about their business4. Appreciated the value and contribution of others5. Good at delegation, holding accountable and follow through6. Optimistic and enthusiastic outlook – but realistic7. Prepared to take calculated risks8. Demanding of others9. Set high standards10. Had sense of humor11. Good people skills12. Most of all, had clear sense of purpose and where they and the business were
going
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Leaders I have known personally or worked with shared the following common characteristics:
They had all earned the positions they occupied after many years of hard work!
Leaders and Leadership
Bowling is a people business – People serving people
There is no product that the customer takes home– Only a memory of the experience at the center
Marketing and customer service are key functions.
It follows that the leadership qualities already discussed are required, especially good people skills, delegating and accountability practices, and maintaining high standards through personal involvement and example. Delegation without inspection is abdication!
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Leadership Qualities Needed to Operate a Successful Bowling Business
Leaders and Leadership
Bowling – a wonderful business –provides important personal
benefits to people and communities
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Leaders and Leadership
Bowling – personal benefits –fun, competition, exercise, social intercourse, happy times, recognition, praise, self-esteem, fond memories, etc., etc., etc.
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Leaders and Leadership
Bowling – long history: Community recreational asset. Part of fabric of
American life. Positive image.
Be proud of your business.
Be proud of your contribution to your community.
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Leaders and Leadership
Bowling business has changed from operations driven to marketing and
service driven.
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Leaders and Leadership
The changing nature of the business brings new challenges for the business leaders – fresh focus – new priorities –
new plans to achieve the vision.
Are you the leader? Will you adapt?
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Leaders and Leadership
If you don’t want to change…here’s the good news:
“You don’t have to change…survival is optional!”
Peter DruckerWriter, Management Consultant, University Professor
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Leaders and Leadership
Bowling – Changing Business Data
YearBowlers
SanctionedNumber of
Lanes
Bowlers per
Lane
Total Population
Penetration of
Population
Games per Lane per Year
1978-79 9,844,646 154,077 64 202,850,000 4.83% 10,476
2009 2,200,000 110,000 20 310,000,000 0.7% 7,698
2010 2,167,000 108,426 20 310,000,000 0.7% 7,178
Note: Games per lane per year peaked in 1976 at 11,419Number of lanes peaked in 1984 at 155,093
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Leaders and Leadership
“The changing business and changing marketplace requires managers with leadership qualities…no longer is it possible for the caretaker type of owner or manager to run a successful bowling center.
They must be able to lead their organization…know where they are going…have a plan to get there…convince colleagues to enthusiastically embrace it.”
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Leaders and Leadership
“All leaders have had one characteristic in common. To confront the major anxiety of their people in their time. That, and not much else, is the essence of leadership.”
John Kenneth Galbraith (1977)Economist
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Leaders and Leadership
Great leadership in action…
September 11, 2001
New York City
Rudolph Giuliani
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Leaders and Leadership
Giuliani’s criteria for leadership:
1. Must have strong beliefs
Ronald Reagan – Government too big Communism evil
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Leaders and Leadership
Giuliani’s criteria for leadership:
2. Must be an optimist
Martin Luther King, Jr. – “I have a dream.”Vince Lombardi – “I never lost a game.”
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Leaders and Leadership
Giuliani’s criteria for leadership:
3. Courage
“Courage is the first of human qualities because it is the quality which guarantees all others.”
Winston Churchill
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Leaders and Leadership
Giuliani’s criteria for leadership:
4. Must have a plan:a. Four hours preparation for one hour
of trialb. NYC 100’s of disaster plans
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Leaders and Leadership
Giuliani’s criteria for leadership:
5. Teamworka. Complimentary talents and skillsb. Collaboration
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Leaders and Leadership
Giuliani’s criteria for leadership:
6. Communicationa. Know what you are talking aboutb. Have a clear message
Day 1: “We’ll get through this.”Day 2: “We’re going to get back to normal.”Day 3: “We will rebuild the city.”
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Leaders and Leadership
Giuliani’s criteria for leadership:
7. Care for your people:a. Demonstrate integrityb. Listen to themc. Have empathyd. Back them upe. Keep them informedf. Support them
“The funerals, the funerals, the funerals.”
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Example of poor leadership:
September 2005
Katrina – New Orleans
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Leaders and Leadership
Leadership means leading…taking others towards
a better tomorrow.
Do you know where you are going?
Where are you leading your organization?
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Leaders and Leadership
To get anywhere, we need a map, a plan…a business plan:
1. Mission – a statement of purpose2. Vision – broad explanation of future aspirations3. Strategic Objectives – strategies to achieve vision4. Goals – specific measurable targets supporting
objectives5. Action Plans – steps to achieve goals6. Measurement Structure and Evaluations
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Leaders and Leadership
“Visionary Leadership”
“The most effective leader is one who sees and harnesses the transforming power of vision.”
Beth Davis
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Visionary Leadership – leading the organization towards achieving the
business plan.
“We demonstrate leadership style based on our belief about human nature.”
Prof. Scott SnookHarvard Business School
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Leaders and Leadership
Effective leaders understand their own assumptions about human nature.
How you lead (leadership style) is influenced by who you are (self-awareness) and the demands of the situation (situational awareness).
Expanding your self-awareness and ability to adapt your leadership style increases your overall range of effectiveness as a leader.
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Leaders and Leadership
“There is no more powerful engine driving an organization toward excellence and long-range success than an attractive, worthwhile and achievable vision of the future, widely shared.”
Burt NanusVisionary Leadership
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Leaders and Leadership
Manager LeaderThe manager administratesThe manager is a copyThe manager focuses on systems/structuresThe manager focuses on controlsThe manager has a short-range viewThe manager asks how and whenThe manager focuses on the bottom lineThe manager imitatesThe manager accepts the status quoThe manager is the classic good soldierThe manager does things right
The leader innovatesThe leader is an originalThe leader focuses on peopleThe leader inspires trustThe leader has a long-range perspectiveThe leader asks what and whyThe leader looks to the horizonThe leader originatesThe leader challenges itThe leader is his own personThe leader does the right thing
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Leaders and Leadership
Characteristics of a Great Leader• listening• visionary• responsible• open-minded• diplomatic• encouraging• good follow up• consistent• honest
• integrity• intelligent• flexible• disciplined• enforces standards• handles pressure• accepts feedback• understands
organization• approachable
• change facilitator• patient• enthusiastic• compassionate• skilled• diligent• communicator• recognition• compromise
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Leaders and Leadership
“People who feel good about themselves
produce good results.”
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Leaders and Leadership
“Help people reach their full potential…catch them
doing something right and praise them!”
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Leaders and Leadership
“There are two things people want more than love and money…recognition and praise.”
Mary Kay AshFounder, Mary Kay Cosmetics, Inc.
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Leaders and Leadership
“Hold people accountable… catch them doing something wrong…reprimand quickly, efficiently and move on.”
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Leaders and Leadership
“The Ancient Romans had a tradition; whenever one of their engineers constructed an arch, as the capstone was hoisted into place, the engineer assumed accountability for his work in the most profound way possible, he stood under the arch.”
Michael Armstrong
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“Good is the enemy of great.”
Jim CollinsGood to Great: Why Some Companies Make the Leap…and Others Don’t
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Leaders and Leadership
Bowling to prosper mustbe driven by
a passionate commitment to excellence!!
It starts with the leader!!!
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Leaders and Leadership
The quest for excellence
Excellencein
Performance
Knowing the job very wellMaintaining high standardsEffective teamwork
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Leaders and Leadership
The quest for excellence
• Sales and Marketing• Customer Service• Quality• People and Training• Facilities and Programs
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Culture ofExcellence
Leaders and LeadershipThe quest for excellence
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Leaders and Leadership
Why now?• Changing mix in business demands it• Growing operational complexity• Workforce challenges:
• national and local shortages• difficulty of recruiting quality workers• reduce turnover• helps recruitment
• Strategic opportunity to differentiate ourselves• Unifying framework and continuity for future• Builds on momentum of renewed interest in bowling by
American public• Builds on positive energy from recent successes and
publicity
The quest for excellence
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Culture ofExcellence
Leaders and LeadershipThe quest for excellence
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Leaders and Leadership
Characteristics of a Great Work Culture• open-minded• enjoy environment• work ethic• holistic approach• team• open communication• honesty• hygiene
• friendly• safe• supportive• convenient• rewarding• encouraging• organized
• well supplied• open to change• stable• caring concern• diversity• brings forth leaders
The quest for excellence
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Key Characteristicsof
a Healthy Culture
No Excuses
OpenCommunication
Leaders and LeadershipThe quest for excellence
Characteristics of a Healthy Culture
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Leaders and Leadership
The Transformation of Baptist Health CareThe quest for excellence
Baptist Health Care – 1990’s• located competitive market• low and declining market share• financial challenges• patient satisfaction lowest quartile• poor employee morale
Baptist Health Care – 2000’s• Baldridge National Quality Award• superior patient satisfaction• high employee morale• strong competitive position with market share growth• financially successful
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Leaders and Leadership
The quest for excellence
Best Practice Leader: Baptist Health CareRecognition and Rewards
• Malcolm Baldridge National Quality Award (2003)• Number one position for hospitals in patient satisfaction for
more than 120 consecutive months by Press Ganey Associates• 100 Best Companies To Work For In America by Fortune
Magazine (2005, 2004, 2003, 2003)• National Leadership Award for Excellence in Patient Care by
Voluntary Hospitals of America (2005)• Top 100 Training Organizations by Training Magazine (2005,
2004, 2003, 2002)• Top 99th percentile of hospitals in patient satisfaction as
measured by Press Ganey Associates
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Leaders and LeadershipThe quest for excellence
VISION
SUCCESS
Outstanding People, Exceptional Service, Uncompromising Quality
VISION DRIVES STRATEGIC FRAMEWORK FOR EXCELLENCE51
Leaders and Leadership
The quest for excellence
Read:“The Baptist Health Care Journey
to Excellence”
By: Al Stubblefield
Creating a Culture that Wows!
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Leaders and Leadership
My Bowling Center
What we stand for today
Our hopes and aspirations for the future
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Leaders and Leadership
Share your visionSell your visionGet your team to buy in – and then
live it everyday and celebrate the successes!
Remember – the leader’s vision is what drives the business.
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Good Luck...
Great Success...
and Thank you!
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