“How the Mighty Fall &

Why Some Never Give In”

Don Stickney – Director, Minneapolis 311

311 Synergy Group

Tuesday, May 6, 2014

First, a little about Minneapolis 311……..

Minneapolis 311 opened January 4, 2006

311 Reports to the City Coordinator

Population 390,000

Weak Mayor /Strong Council

Bargaining Unit Environment

Hours: M-F, 7am – 7pm (Will be adding Sat / Sun 8:00am – 4:30pm on May 31)

31 employees

What will you get from the next

30 minutes? Ideas that you can take with you

to……

Get you on the road from Good to Great

Or

Get you back on the road……..

Why Is This?

How is it that some individuals or organizations just seem to get it right? Whether in their careers or in

business they seem to have it figured out. Even when faced with career paths that have seemingly dried up or

businesses that were headed towards impending failure …… they were able reverse course and get

back on track and continue on the road from “Good” to “Great”.

What did they see, what did they learn, what did they

do and how did they change?

Resources………..

Good to Great Concepts…

Good is the Enemy of Great

Leadership … Level 5 Leadership

Getting the Right People on the Bus

Confront the Brutal Facts

Stay Focused – the Hedgehog Concept

A Culture of Discipline

Technology Accelerators

Mo…… men……tum!!!! – The Flywheel

Good to Great Concepts

Get the right people on the bus….

And the others …………….

Make Sure Leadership is on the Bus!! Our Challenge:

We have been blessed with an incredible opportunity –

The opportunity to radically improve citizen and resident perceptions of city government..

The opportunity to be a catalyst to help reengineer how the City of Minneapolis conducts business..

The opportunity to continue to develop our 311 team into one of the most dynamic and successful teams ever assembled in either a public or private business setting..

And finally, the opportunity to be part of a journey from Good to enduring Greatness…

The opportunity is ours, collectively We, the Leadership of 311, through a commitment without boundaries to each other and the rest of our 311 Team gladly and without hesitation take ownership of this incredible challenge.

This is my commitment: _________________________________________

Date: ________________________

Leadership Hieraerchy?

Level 5 Executive Builds enduring greatness through a paradoxical blend of personal

humility and professional will.

Effective Leader Catalyzes commitment to and vigorous pursuit of clear and compelling

vision stimulating higher performance standards.

Competent Manager Organizes people and resources toward the effective and efficient

pursuit of predetermined objectives.

Contributing Team Member Contributes individual capabilities to the achievement of group

objectives and works effectively with others with others in a group setting.

Highly Capable Individual Makes productive contributions through talent, knowledge, skills and

good work habits.

Level 5 Leadership

Workmanlike Diligence Sustained results Never stop trying to be qualified for the

job. Unwavering resolve The window & the mirror Professional will / Personal humility Set up successors for even greater

success You can accomplish anything in life, provided you don’t care who gets the credit. Harry S. Truman

What Keeps Us On Track

Vision Minneapolis 311 is a high performing, customer

focused center of excellence providing residents, guests and visitors with prompt, easy to use, equal

access to local government services and information.

Mission 311 serves as the single point of contact for local

government information and services

Values The 311 employees possess a passion for serving the public,

are quality oriented, performance driven and operationally excellent while always seeking continuous improvement.

Customer

Technology

What’s your service model…..

Here’s ours

How we applied Good to Great Customer

Do you have customers?

Do you know who they are and what they want?

People Are they right people ?

Are you the right person?

Process Process efficiency, effectiveness & quality

Discipline and process adherence

Technology Not technology for technology sake.

Technology as an accelerator.

ON THE ROAD TO GREAT…

BEWARE OF CHANGING

ROAD CONDITIONS………

Do We Recognize the Warning Signs?

Recognize that you are not on track…

1. Hubris (Arrogance)Born of Success

2. Undisciplined Pursuit of More

3. Denial of Risk and Peril

4. Grasping for Salvation (It’s at this point where either recovery happens or not…)

5. Capitulation to Irrelevance

What are The Warning Signs

Getting Back on the Road

WHAT YOU ARE DEEPLY PASSIONATE ABOUT

WHAT DRIVES YOUR ECONOMIC ENGINE WHAT YOU CAN BE THE

BEST AT

An Understanding Of What to be About

WHAT YOU ARE DEEPLY PASSIONATE ABOUT

WHAT DRIVES YOUR ECONOMIC ENGINE

WHAT YOU CAN BE THE BEST AT

Good to Great Concepts…

Good is the Enemy of Great

Leadership … Level 5 Leadership

Getting the Right People on the Bus

Confront the Brutal Facts

Stay Focused – the Hedgehog Concept

A Culture of Discipline

Technology Accelerators

Mo…… men……tum!!!! – The Flywheel

THANKS ……… IT’S BEEN FUN!!!!