83. Accountability
Doing what you are supposed
to do because someone else
expects it of you. It springs
from the extrinsic motivation
of reward and punishment.
84.
85. You cannot hold people
“accountable” for the
things that really matter.
102. Zappos Family Core Values
1. Deliver WOW Through Service
2. Embrace and Drive Change
3. Create Fun and A Little Weirdness
4. Be Adventurous, Creative, and Open-Minded
5. Pursue Growth and Learning
6. Build Open and Honest Relationships With
Communication
7. Build a Positive Team and Family Spirit
8. Do More With Less
9. Be Passionate and Determined
10. Be Humble
Source: Zappos website
103. 1. Deliver Wow Through Service
Core Values Frog thinks anything worth doing is worth
doing with WOW. To WOW, CVF differentiates himself by
doing things in an unconventional and innovative way.
He goes above and beyond the average level of service to
create an emotional impact on the
receiver and give them a positive
story they can take with them the
rest of their lives.
Source: Zappos website
104. Can values training really
have an impact on the
performance of an
organization?
105.
106. At Community Hospital in
McCook, the proportion of
employees rating the hospital
“Excellent” increased an
average of nearly
50%.
107. At Fillmore County Hospital
in Geneva, patient
satisfaction increased in 27
of 30 categories.
108. It’s not that you do or
don’t practice values –
it’s where you fall on the
continuum.
108
109. And if you are not moving
forward, then you are
sliding backward.
109
110. When a critical mass of
people connect with
and act upon their core
values, they will have a
positive impact on…
162. “We need to see opportunities
where others see barriers. We
need to be cheerleaders when
others are moaning doom-
and-gloom.”
From The Florence Prescription
163. “We need to face problems
with contrarian toughness
because it’s in how we solve
those problems that we
differentiate ourselves from
everyone else.”
From The Florence Prescription
164.
165.
166. “Brick walls are not
there to stop you, they
are there to make you
prove how much you
want something.”
Randy Pausch: The Last Lecture
When FN walked into the Scutari Barrack Hospital: There was no clean water, the floors were filthy and the air was foul, rats ran wild and the place was infested with vermin.Soldiers were bedded on blood-soiled straw, most still wearing what they wore on the battlefield.There was no nutritious food and virtually no medicines or supplies, and no money to get any.Orderlies cared only for officers, refused to empty chamber pots, and spent more time chasing nurses than caring for patients.Amputations were performed out in the open in full view of other patients. Surgeons refused to wash their hands and most of their victims died of infection.The first thing the medical director said to her was that he wanted nothing to do with Florence and her do-gooder ladies.He relented only when several boatloads of casualties appeared on the horizon and the hospital was already beyond a state of crisis.