Page 174 - Harnessing the Management Secrets of Disney in Your Company

Practice, Practice, Practice 155

The next phases of the Performance Learning Cycle, after training and prac-
tice, are the measurement of achievement and its timely recognition. It almost
goes without saying that recognizing and applauding an employee’s contribu-
tion are critical to reinforcing the desired behavior. Without some expression of
appreciation, the enthusiasm and hard work required for further improvement
are likely to diminish. But someone who is commended for an achievement
usually responds by producing even better results. Ultimately, the employer can
expect that the results will translate into cost savings, quality improvements,
reductions in cycle times, and strengthened customer relationships.
Appreciation means different things to different people, so how an organi-
zation chooses to recognize achievement depends on the circumstances involved
and the culture of the organization. Disney uses various kinds of celebrations,
service pins, distinguished service citations, and other internal excellence awards.
A personal word of acknowledgment from a respected leader can go a long way;
or small team rewards can help build morale—perhaps dinner at a restaurant or
an informal office party. Monetary bonuses are always appropriate, of course,
but when cash awards are not feasible, look for other forms of recognition.
When the newly learned skills are reinforced with coaching, practice, and
recognition, they become habits; habits that will move your company steadily
along the path of improvement. Moreover, a company that embraces employee
training as an essential investment in its future will soon see that continuing
education enhances the odds for sustained long-term success. (See Figure 8-2.)
To reap the optimum benefits of any training program, however, the
entire company must be committed to it, with the main push coming from

HABITS
HABITS
HABITS

SKILLS
SKILLS
SKILLS

TTITUDE
ATTITUDE
A
ATTITUDE
KNOWLEDGE
KNOWLEDGE
KNOWLEDGE
Figure 8-2. Habits