The  ReSOURCE  Way:  Opera1ons  Strategy  

 1.  Solidify  our  philosophy  2.  Invest  in  our  people  to  create  a  

leading  edge  workforce  3.  Improve  our  processes  to  achieve  

opera1onal  efficiency  4.  Develop  a  culture  of  problem  

solving  and  con1nuous  improvement  

 

Part  1:  Philosophy  

Principle  1:  Base  decisions  on  our  long-­‐term  

Philosophy    -­‐    Less  Waste,    More  Opportunity.    

 Prac1ces  •  From  mission  to  mantra  •  Living  manifesto  wiki  •  Mindfulness  and  reflec1on  exercises    

 

Part  2:    Our  People  

 Principle  #2  

Focus  on  and  reward  excep1onal  performance  

 

Prac1ces  •  Bonus  and  incen1ve  program  

•  Excellence  Awards  •  Friendly  Compe11ons  •  Write-­‐up  Quotas  

   

Prac1ces:  •  Decision-­‐making  matrix  •  Self-­‐managed  teams  •  Open  book  management    

Principle  #3  Push  decision-­‐making  to  staff  directly  interac1ng  with  customers/on  the  

“front  line”    

Principle  #4  Develop  career  pathways  to  

encourage  con1nuous  learning  and  advancement  

 

 Prac1ces:  •  Career  pathways  chart    

1   2   3   4   5  

Sales  Training  Product  Knowledge  Training  Leadership  Development  

Principle  #5  Provide  the  tools  and  support  staff  

need  to  succeed    

Prac1ces:  •  Invest  in  technology  to  empower  staff  

•  Staff  toolkit    •  Open  book  management  

   

Principle  #6  Promote  a  healthy,  fun  and  happy  

workplace    Prac1ces  

•  Regular  staff  team-­‐building  

•  Gross  organiza1onal  happiness  

The  Big  Ques1on:    Who  eats  whom  for  Breakfast?    

 

   

       

     

 

 

Happiness!  

   

       

     

 

 

Part  3:    Our  Processes  

Principle  #7  Use  visual  communica1ons  tools  to  ensure  accountability,  transparency  

and  clarity.      

     

Prac1ces:  •  “Scrum”  project  board  •  5  why  Problem  solving  wall  •  Team  huddles  •  Lots  of  s1cky  notes  

 

       

     

Principle  #8  Follow  standards,  and  contribute  to  

their  constant  improvement.      Prac1ces:  

•  Checklists  for  rou1ne  tasks  (opening/closing,  cleaning,  tes1ng)  

•  Price  Guide  •  Dona1on  Guide  •  Planogram  store  design    

       

     

To  Do   In  Progress  

Done  

Part  4:    Problem  Solving  and  Learning    

Principle  #9:    Stop  and  address  problems  when  and  

where  they  occur.      

       

     

Prac1ces  •  Take  ac1ons  at  the  root  cause  using  the  5  whys.  

•  Empower  staff  to  call  team  huddles  at  the  problem  board  to  address  problems  right  away      

Principle  #10:      Innovate  by  always  trying  new  things,  

experiment,  fail  and  learn  from  mistakes  

   

       

     

Prac1ces  •  Innova1on  awards  •  Mindfulness  breaks  •  Happiness  

 

The  ReSOURCE  Way  

Problem  Solving  

Philosophy  

People  

Process  Improvement  

Thank  You!    

Noah  Fishman  nfishman@resourcevt.org