When values are deeply embedded within an organization, they seldom change.
BILL CAPODAGLIKnowledge is the understanding of what, how and why we need to do something. Skill is applying that knowledge in a practical situation.
More Bill Capodagli Quotes
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Productivity starts with doing the right things.
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Innovate, don’t imitate. Set out to create a culture that is right for your organization, then work at making it happen.
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Often we will learn more from our failures than we do from our successes.
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One of the reasons for The Walt Disney Company’s long- term success is really the first of Dr. Deming’s famous points, “create constancy of purpose.” In his professional career,
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Organizational culture begins in HR. This means to hire for attitude and train for skill.
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People are over 20 times more likely to remember a story than a series of facts and figures. A good story touches our hearts.
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My mother’s work ethic, her attitude, and the way she treated each and every customer as if they were her best friend were better lessons than could be found in all the text books in the world.
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Attitude is the desire to transform our knowledge into skills and ultimately into habits.
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The two critical questions to ask are: “Who is my customer?” and “What value am I adding?” Unfortunately, many workers cannot answer these questions. They tend to blindly do things, and develop bad habits of doing things over and over for no good reasons.
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In the best organizations, love is the real “pixie dust.”
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Love for coworkers, love for customers, love for the product and love for self. Walt Disney instilled all of these “loves” in his company. Each of these factors is critical to achieving success in any organization.
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The results of “engaged” companies vs “disengaged” companies are staggering. Getting workers to be more engaging with their coworkers and customers can produce huge results.
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There is an old Indian saying, “When legends die, dreams end. When dreams end, there is no more greatness.” Leaders like Walt Disney inspire their organizations to keep their legends and stories alive.
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Walt Disney said everything he had ever accomplished was a result of Mickey Mouse. Mickey was Walt’s alter ego and he was originally modeled after Charlie Chaplin’s Little Tramp character. So without Chaplin, who knows what Mickey would have become!
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Twenty years ago if you provided someone with horrible service, it may take weeks or even months for the word-of-mouth message to get out to 15-20 potential customers.
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