Transcript Good Morning Credit COLLECTIONS 101

SURPRISE: You Make A
DIFFERENCE!
Tulsa, Oklahoma
February 23-25, 2010
Cultural Change - “Breaking Up is Hard To Do”
Root Cause: A Stubborn Disease
… Started by the ‘We’ve always done it this way” infection.
You Make a Difference:
The Opportunity…
Encourage Employees to be Pro-Active Change Agents who
“Make a Difference”
1. In Control of the Goal – Quality is “MY” responsibility
a. The Year of Quality – Acknowledge those who make it their “Role”
b. Tulsa Strong/Tulsa Pride – A quality mindset can be ‘infectious’
2. Worthwhile Work
a. Everyone’s work has value & a purpose and…
b. Everyone’s work affects others ‘downstream’ – we set their plate.
3. Build Cross Functional Relationships – Encourage & Honor
a. Thinking beyond one’s role to the “Process”
b. Building Quality into processes from every direction
c. Be a mentor and allow one self to be mentored – by anyone
HOW CAN SOMEONE MAKE A DIFFERENCE?
1. ATTITUDE – NO MORE EXCUSES – A QUALITY MINDSET
TAKES RESPONSIBILITY & IS ACCOUNTABLE. ENCOURAGE
NEW ATTITUDES VIA WORDS AND ACTIONS
Tulsa, Oklahoma
February 23-25, 2010
2. Working Together - we can reduce errors
& create Positive Results –
Mentoring comes from all directions, it is
indifferent to functional silos.
3. Being Intentional: Quality Happens
“Making a Difference”
 1. Stepping in to improve a
process.
 2. Crossing the functional
‘barrier’ to give a helping hand
 3. Setting the Plate for
someone else to succeed
 4. Teamwork & Communication
You Make a Difference
Nominations – the process
 Nomination Card
 Who: Identify who made a difference
 What: Identify what they did to make a difference
 Why: Their action is important to the nominator
 When: did the action occur
 How: Did the action promote quality and/or teamwork
 Nominator signs card (places in ‘box’) or sends email
 Committee Reviews Nominations
 Choses ‘Monthly Winner’
 Committee announces nominees and winner
 In Newsletter – part of the ‘Culture Propaganda effort’
 Lobby TV
You Make a Difference
The Award
 The Award Cannot be:
 A popularity contest
 Cheesy or Corny
 Mandatory – if no one sufficiently “Made a Difference” – no
award will be given that month
 Monthly Winner
 $25 gift certificate
 Acknowledgement in newsletter and Lobby TV
 Name placed into a special major Christmas Gift drawing
 Monthly Nominees
 Acknowledged in newsletter & Lobby TV
 Caught you doing something good - $5 subway coupon
 Name placed in a special Christmas Gift drawing
You Make a Difference
Moving Quality from:
To This: