Business Process Change

• When people are engaged they will be part of the solution and drive change
  
• Partner with all aspects of the business to understand the processes and impact on the people
  
• Document process, and not just the technology
  
• Understand and consider the organization’s capacity for adopting change
  
• Expect resistance to any change and plan for managing it
  

Common Sense

• Know your scope before making commitments
  
• Solve the problem; no more no less
  
• Always have a back out option
  
• “I didn’t know” is not an excuse
  
• Learn from your mistake
  
• Simplification and standardization
  
• Don’t re-invent the wheel. Reuse. Steal shamelessly.
  

Communication

• Focus on clear, concise, and organized communication
  
• Seek first to understand your audience then communicate within their frame of reference
  
• Communicate the “What’s in it for us?” message
  
• Organize your thoughts before you reveal your thoughts
  
• When finished, your point should be obvious to the other person
  
• Never send an email message in anger
  

Continuous Improvement

• Proactively drive for continuous improvement at all levels of the organization as a part of our member / owner culture
  
• Don’t be afraid to work yourself out of a job
  
• Measure performance and progress with metrics that indicate business value
  

Customer Service

• Know your customer – build relationships and understand their business
  
• Deliver on mutually agreed upon expectations / commitments
  
• We must be responsible and honor commitments in the small things before being entrusted to manage commitments in the large things
  

Enterprise

• Maintain an enterprise perspective by providing solutions leveraged by all but recognize local needs that drive business value
  
• Implement efficient and effective governance around data, process, and projects
  
• We are an integrated company, and must consider strategies of all operating companies
  
• Being common requires compromises
  

External Business Partners

• Manage all vendors as business partners and hold them accountable to clearly defined SLA
  
• Don’t take short cuts or “easy way” – knowledge transfer takes time, effort and patience
  
• Never let your vendors manage you
  

Finance & Value

• Make the ROI of IT partnership visible
  
• Base IT investment decisions on business strategy
  
• Structure IT costing model to facilitate adoption
  

Innovation

• Invest in innovation that creates value and return
  
• Look for and reward all innovations aligned to business strategy . . . big and small
  
• Allow the team some time to innovate
  
• Reward innovation
  

IT Systems

• Align IT solutions to enable business need
  
• Flawless execution through flawless governance
  
• Do unto the lab before you do unto production
  
• Think big, start small, scale rapidly
  

Leading Members

• Lead with integrity; lead by example
  
• Build collaborative teams with talented, agile members
  
• Treat our members as our most critical asset
  
• Measure your success by your team’s success
  
• Foster your knowledge, be willing to share
  
• Establish decision making transparency
  
• Celebrate success
  

Member Development

• Focus on member engagement and development
  
• Develop sales and marketing skills to articulate business value
  
• People are our most important asset
  
• When it comes to your career path, numbers and money follow - they do not lead

Strategy

• Look at the big picture and develop achievable plans and goals targeting key initiatives to reach business value
  
• Strategy requires business understanding of the Why and expected outcome
  
• Not everything comes with a set of instructions - we'll figure it out