ABSTRACT
Behaviors are observable, describable and recordable. Influencing personal values and behaviors is not a single event but rather the outcome of a management system that routinely presents associates with different ways to achieve great outcomes and illustrates the thinking that is required to achieve these results. The behaviors of frontline associates, meaning all of people who do the direct work of providing goods and/or services for customers, also are physical manifestations of their values. Culture is ultimately evidenced in behavior, which archaeologists can only speculate on. Individual values profoundly influence individual behaviors and culture is in fact the sum of those behaviors. Efforts to change culture must of necessity include a change in what people believe and value Understanding where behaviors come from and their impact on results prepares us to talk about cultures and cultures of excellence specifically. Creating behaviors that yield a high performing culture comes first followed closely by a focus on the required results.
