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Magnum Fundamentals Flipbook

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Magnum Fundamentals Flipbook

  1. 1. © 2013 Magnum Group, Inc. The hallmark of a successful organization is a shared vision of what success looks like to everyone in the company. These 32 Fundamentals capture Magnum Group’s culture and identity. They manifest themselves in everything we do, and in our relationships with our clients, industry partners, and vendors. They also drive the relationships that we hold with one another. They are designed to help everyone in the company honor and embrace the core values upon which this organization is built. Magnum Group’s Fundamentals Magnum Fundamentals Flipbook.indd 1 12/10/13 2:18 PM
  2. 2. © 2013 Magnum Group, Inc. Make quality personal Take pride in the quality of everything you touch and everything you do. From the way you answer the phone to the way you write an e-mail, from the way you respond to an RFP to the way you deliver a presentation. Always ask yourself, “Is this my best work?” Everything you touch has your signature. Sign in bold ink. Magnum Fundamentals Flipbook.indd 2 12/10/13 2:18 PM
  3. 3. © 2013 Magnum Group, Inc. Document and share solutions. Be process-oriented. Understand the challenges of consistency and scalability. Solve problems once Magnum Fundamentals Flipbook.indd 3 12/10/13 2:18 PM
  4. 4. © 2013 Magnum Group, Inc. Create clarity. Avoid misunderstandings by discussing expectations upfront. Establish mutually understood objectives and deadlines for all projects, issues and commitments. Manage expectations Magnum Fundamentals Flipbook.indd 4 12/10/13 2:18 PM
  5. 5. © 2013 Magnum Group, Inc. Speak directly to each other, preferably in person. Choose a phone call or a face-to-face meeting over an email, especially when delivering important or difficult messages. Lead with what’s most important and don’t waste time on facts that are not relevant to the discussion. Direct communication resolves issues faster. Remember that people cannot read your mind. Communicate directly Magnum Fundamentals Flipbook.indd 5 12/10/13 2:18 PM
  6. 6. © 2013 Magnum Group, Inc. Look ahead and anticipate. Take steps today to prepare for future needs. Avoid the mistakes that come from last minute action. Follow-up on things before you are asked. Never leave our clients or your co-workers hanging. Offer status reports within 24 - 48 hours on any pending or incomplete request. Be proactive, not reactive Magnum Fundamentals Flipbook.indd 6 12/10/13 2:18 PM
  7. 7. © 2013 Magnum Group, Inc. Recognize that the person paying us is not your only client. It may be your client’s client, your peer, or even a vendor. Show genuine interest in their satisfaction and success. Understand their goals, their pain (expressed and unexpressed), their story and their philosophy. Read about them, ask questions often, and get to know them personally. Be engaged. Cherish our clients Magnum Fundamentals Flipbook.indd 7 12/10/13 2:18 PM
  8. 8. © 2013 Magnum Group, Inc. Contribute your intellectual capital. Understand your strengths and value the strengths of those around you. Individually, we’re responsible for our collective success. We win and lose as a team. Leverage strengths Magnum Fundamentals Flipbook.indd 8 12/10/13 2:18 PM
  9. 9. © 2013 Magnum Group, Inc. Sales is part of everyone’s job. Ask yourself, “Would the experience I’ve created make the client rave about Magnum?” Make every client interaction memorable. Be respectful, warm and helpful. Be fanatical about response time and keeping clients in the information loop. Build client loyalty Magnum Fundamentals Flipbook.indd 9 12/10/13 2:18 PM
  10. 10. © 2013 Magnum Group, Inc. Solid processes yield consistent results, and consistency is the cornerstone of quality and reliability. Never underestimate the supreme importance of checklists. Follow company processes to the letter. Believe in the power of process and checklists Magnum Fundamentals Flipbook.indd 10 12/10/13 2:18 PM
  11. 11. © 2013 Magnum Group, Inc. Work as quickly as possible without sacrificing quality. Don’t put off until tomorrow what can be completed today. See issues to their completion. Work with a sense of urgency Magnum Fundamentals Flipbook.indd 11 12/10/13 2:18 PM
  12. 12. © 2013 Magnum Group, Inc. While the details of our daily tasks may have us working in the weeds, never lose sight of the bigger picture. Take the time to understand our vision, goals, projects, opportunities, challenges and finances. This helps us focus on priorities. See the big picture Magnum Fundamentals Flipbook.indd 12 12/10/13 2:18 PM
  13. 13. © 2013 Magnum Group, Inc. Don’t be satisfied with the status quo. Demonstrate a commitment to lifelong learning by feeding your mind. Keep up on current events, tools, techniques, and on what is happening in our industry and in our client’s world. Be relentless about continuous improvement Magnum Fundamentals Flipbook.indd 13 12/10/13 2:18 PM
  14. 14. © 2013 Magnum Group, Inc. Fix mistakes by focusing on solutions to create “win-win” outcomes. Identify lessons learned and use them to improve our processes so we don’t make the same mistake again. Offer objective solutions and treat mistakes as learning opportunities. Practice blameless problem-solving Magnum Fundamentals Flipbook.indd 14 12/10/13 2:18 PM
  15. 15. © 2013 Magnum Group, Inc. Take ownership and personal responsibility for making things happen, rather than waiting for someone else to take action. Fight the harness of fear. Don’t be afraid to question, to challenge, to imagine, to ask and to think. Go beyond your comfort zone, challenge the status quo and embrace change. Make things happen Magnum Fundamentals Flipbook.indd 15 12/10/13 2:18 PM
  16. 16. © 2013 Magnum Group, Inc. Demonstrate an unwavering commitment to doing the right thing in every action you take and in every decision you make, even when no one’s looking. Integrity is one of our greatest assets. Never hide or ignore facts. Deal with mistakes and you will pave the way to success. Always be truthful, honest, responsible and transparent. Act with integrity Magnum Fundamentals Flipbook.indd 16 12/10/13 2:18 PM
  17. 17. © 2013 Magnum Group, Inc. Listening is more than simply “not speaking”. Give others your undivided attention. When listening to others, put down your cell phone and keep your eyes off your email. Listen with care and with empathy. Be engaged in the conversation and don’t allow distractions to pull your attention. Most importantly, listen to understand. Avoid jumping to conclusions or making assumptions. Listen generously Magnum Fundamentals Flipbook.indd 17 12/10/13 2:18 PM
  18. 18. © 2013 Magnum Group, Inc. Deliver on your commitments every time. This includes being on time for all phone calls, appointments, meetings and promises. Do what you say you will do, when you say you’re going to do it. If a commitment can’t be fulfilled, notify others early and agree on a new commitment to be honored. Honor commitments Magnum Fundamentals Flipbook.indd 18 12/10/13 2:18 PM
  19. 19. © 2013 Magnum Group, Inc. Apply creativity and enthusiasm to develop an idea on how to solve a problem before complaining about the problem. Respond to every situation by looking for how we can do it rather than explaining why it can’t be done. If you don’t think someone else’s suggestion will work, take the initiative and always suggest an alternative. Become part of the solution. Don’t ever say “no” without having an “instead.” Have a can do attitude Magnum Fundamentals Flipbook.indd 19 12/10/13 2:18 PM
  20. 20. © 2013 Magnum Group, Inc. Don’t allow your own ego or personal agenda to get in the way of doing what’s best for Magnum and our clients. Personal agendas should never take precedence over what’s best for our clients or our team. Worrying about who gets credit, who looks good or who looks bad is counterproductive. Check the ego at the door Magnum Fundamentals Flipbook.indd 20 12/10/13 2:18 PM
  21. 21. © 2013 Magnum Group, Inc. Regard translation as art supported by technology. Share your passion for our company, your profession, and our services. Your enthusiasm is contagious and helps to spread our message. Remember that every one of us represents who we are as a company. Be an ambassador Magnum Fundamentals Flipbook.indd 21 12/10/13 2:18 PM
  22. 22. © 2013 Magnum Group, Inc. While it’s important to understand the problem in its entirety, take responsibility for developing solutions. Be optimistic and use your creativity, spirit and enthusiasm to see all the possibilities. You get what you look for. Look for solutions. Focus on solutions Magnum Fundamentals Flipbook.indd 22 12/10/13 2:18 PM
  23. 23. © 2013 Magnum Group, Inc. Paying attention is at the core of quality. Pay attention to directions, to each other, to our clients and to details. Never take your eye off the ball. We are process-driven and there is no room for improvisation. Don’t guess. By overmanaging details, we are always ready to tackle any challenge as a team. Overmanage Magnum Fundamentals Flipbook.indd 23 12/10/13 2:18 PM
  24. 24. © 2013 Magnum Group, Inc. Celebrate each other’s personal and professional success. Look for the best in each other and provide rigorous support, including honest and direct feedback. Ask for feedback. Be open and ready to see yourself through the eyes of others. Be for each other Magnum Fundamentals Flipbook.indd 24 12/10/13 2:18 PM
  25. 25. © 2013 Magnum Group, Inc. Question what you don’t understand. Be curious and use your imagination. If you identify an issue, ask yourself how you can solve it. Then, present the problem with a possible solution to the team. Communication leads to innovation. If you see something, say something Magnum Fundamentals Flipbook.indd 25 12/10/13 2:18 PM
  26. 26. © 2013 Magnum Group, Inc. While effort is appreciated, we reward and celebrate results. Collect metrics to track how well you’re doing and to see how you can improve. Hold yourself accountable for achieving results efficiently. Be performance-driven Magnum Fundamentals Flipbook.indd 26 12/10/13 2:18 PM
  27. 27. © 2013 Magnum Group, Inc. Be a team player. Work together. Collaborate internally, with your colleagues, our vendors and our clients to find better solutions. Collaboration generates better ideas than does working alone. Don’t be a martyr. Be inclusive. Collaborate Magnum Fundamentals Flipbook.indd 27 12/10/13 2:18 PM
  28. 28. © 2013 Magnum Group, Inc. Maintain a healthy work/life balance by taking time off regularly to recharge your batteries. Spend quality time with family and friends. Keeping a sense of balance, purpose and perspective leads to better performance. Recharge your batteries Magnum Fundamentals Flipbook.indd 28 12/10/13 2:18 PM
  29. 29. © 2013 Magnum Group, Inc. Notice exceptional leadership when it happens around you. No matter where it happens. No matter who is doing the leading. Appreciate it. Praise it. Celebrate it. Do so explicitly. Our ability to affirm an act of everyday leadership elevates the quality of life for all of us. Notice exceptional leadership Magnum Fundamentals Flipbook.indd 29 12/10/13 2:18 PM
  30. 30. © 2013 Magnum Group, Inc. Choose to be compassionate even when you don’t agree with what you hear. When you think the other party is unreasonable. When your buttons are pushed by the communication style of the other person. Being compassionate does not mean that we need to agree with the other party or refrain from stating our point of view. Empathy and compassion positively impact the flow of the conversation. Practice empathy and compassion Magnum Fundamentals Flipbook.indd 30 12/10/13 2:18 PM
  31. 31. © 2013 Magnum Group, Inc. Focus on doing things right the first time, even if it means the task takes a little longer. Always be thorough and double-check your work. Proofread all written communications for accuracy, understanding and correctness. The goal is to get things right, not just to get things done. Never skimp on quality Magnum Fundamentals Flipbook.indd 31 12/10/13 2:18 PM
  32. 32. © 2013 Magnum Group, Inc. Recognizing our cultural differences is the first step toward understanding each other and establishing a positive work environment. If you find yourself in a confusing situation, ask yourself how culture may be shaping your own reactions, and try to see the world from the other person’s point of view. Use these differences to discover new ways to solve problems. Celebrate our cultural differences Magnum Fundamentals Flipbook.indd 32 12/10/13 2:18 PM
  33. 33. © 2013 Magnum Group, Inc. A friendly work environment is stimulating and an upbeat disposition contagious. Find humor wherever you can, even in adversity. A good sense of humor allows everyone in the office to have fun while getting the job done. Have fun Magnum Fundamentals Flipbook.indd 33 12/10/13 2:18 PM

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