9 Principles

Focus on the Positive

What Does Success During a Crisis Look Like?

How engaged is your workforce in times of crisis? Have you helped them define what success looks like? When people are feeling anxious and overwhelmed by change, this podcast encourages leaders to be empathetic, trust your team, and make the best decisions you can.

Inspiring Customer Service

"I thought you'd like to have it."

It can be tempting to give customers an alternative and more convenient option, instead of what they request. In this video, hear how Maria Garcia took ownership of customer experience and delighted one man with a soda.

Plus/Delta In Action

Tell me about...

The plus/delta technique is often used to gather specific feedback about an event, process, or situation. In this video, we see a plus/delta strategy in action. Collecting the feedback is important, but committing to action creates trust and improvement.

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The Nine Principles and the Pursuit of Excellence

Striving for Excellence?

The Nine Principles® are the guiding principles for improvement work for any organization that intends to be excellent.

Nine Principles in Action

Attain desired results

Organizational excellence is achieved when teams commit to strategies that grow a culture of success and a continuous improvement mindset. The Nine Principles for Organizational Excellence provide a road map for attaining desired results.