Bright Horizons Family Solutions Inc. · NYSE:BFAM
Bright Horizons Family Solutions — 2006 NAEYC Institute for Professional Development
51 slides from Bright Horizons Family Solutions's conference presentation, 2006
Slide 1: The HEART Principles (Handout)
Handout The HEART Principles 1 The Values g HONESTY g EXCELLENCE g ACCOUNTABILITY g RESPECT g TEAMWORK As part of the Bright Horizons family, we embrace the HEART Principles and Values. We live by them and seek ways to put them into practice every day. The Principles g Communication is at the heart
Slide 2: HEART Principles (continued)
g We ask the question, “Why not?” before we say “no” to employees, parents, and clients, with the understanding that an unconditional “yes” is not always the appropriate answer. g Our clients and families of children in our care count on us. We listen to their needs and concerns and then respond wit
Slide 3: Mission Statement
Mission Statement The Bright Horizons Family Solutions mission is to provide innovative programs that help children, families, and employers work together to be their very best. We are committed to providing the highest-quality early care and education and work/life solutions in the world. We strive
Slide 4: The HEART Principles
The HEART Principles 1 The Values g HONESTY g EXCELLENCE g ACCOUNTABILITY g RESPECT g TEAMWORK Selected Principles g We give explanations, not orders. As we lead and inspire, we use every opportunity to teach, not just tell. g We celebrate and encourage the diversity of adults in our community in th
Slide 5: Growth is our security
of profit. Profit is our oxygen line, a life-giving element without which we could not continue to fulfill our mission. g Growth is our security. To sustain our growth, people must also grow professionally. We embrace new ideas and are committed to developing our future leaders.
Slide 6: Some Dimensions of Organizational Culture
Jim Greenman 1-1-85 SOME DIMENSIONS OF ORGANIZATIONAL CULTURE FORMALITY WORK ETHIC * Procedures * Achievement Oriented * Communication * Fast/Slow Pace * Use of Written Documentation * Career/Job Orientation * Humor and Whimsy * Appearance THINKING/DOING MAINTAIN STATUS QUO/INNOVATION * Analyze/Ques
Slide 7: Open/Closed to Community Resources
* Open/Closed to Community Resources
Slide 8: Making Quality Happen: Organizational Dimensions
Making Quality Happen: Organizational Dimensions Impact Through Human Resources Physical Resources Impact Through Hiring People Facility Design Orientation Talents Equipment Budget Training Motivation Outdoor Environment Selection Recognition Continuity Community Resources Policies Reward Culture Su
Slide 9: Meeting Standards and Making Quality Happen in the Real World
2006 NAEYC Institute for Professional Development Meeting Standards and Making Quality Happen in the Real World: Culture, People, Organization, and Training Jim Greenman & Linda Whitehead www.brighthorizons.com
Slide 10: Agenda
Agenda z Who is Here? z Standards Based Practice z Key Concepts of Managing for Excellence and Stability z Dimensions of Organizational Qualities z Physical Resources z Culture and Communication z Human Resources z Your Challenges?
Slide 11: Standards Based Practice
Standards Based Practice z Know the Standards z Know the Grey Areas z Know the Authorities z z z
Slide 12: Some Key Concepts of Good Management
Some Key Concepts of Good Management z Out of Your Head, Off Your Hands z Can’t Do Everything Yourself z Can’t Manage by Presence Alone z Can’t Rely on Face to Face Communication z Strategic Presence
Slide 13: Out of Your Head
Out of Your Head z Philosophy z Goals and Objectives z Curriculum z Marketing Messages z Operating Practices
Slide 14: Off Your Hands
Off Your Hands z Delegation of some management functions z Delegation of some operational functions
Slide 15: Dimensions of Organizational Quality
Dimensions of Organizational Quality z People z Environment z Organization z Culture Chart
Slide 16: Physical Resources
la Physical Resources Bright Horizons MILY SOLUTIONS® ~ /
Slide 17: Physical Resources
Physical Resources z Environment Regulates Our Behavior • Time, Space, Roles z Environment Influences • Thinking, Feeling, Behavior z Environment Works for or Against Us • Competence, Control, Energy
Slide 18: Physical Resources
Physical Resources z Learning Environment z Staff Competence - Great Place to Work z Parent Partnership • z
Slide 19: Organizational Culture
la ~ Organizational Culture 7 _— . Bright Horizons FAMILY SOLUTIONS® /
Slide 20: Organizational Culture
Organizational Culture z Shared Beliefs and Values z Common Language z Stories, Symbols, Rituals, Tradition z Norms and Expectations • “Way we do things here” Chart
Slide 21: Creating a Culture of Excellence
Creating a Culture of Excellence z Mission z Principles and Values
Slide 22: Creating a Culture of Excellence
Creating a Culture of Excellence LINK
Slide 23: Establishing the Mission and Living the Values
Establishing the “Mission” and Living the “Values” z Who knows what it is? z How is it measured? z How does it come alive? z How is it spread? spread ● Orientation/Training ● Recognition ● Communication z How does it continue through growth and change?
Slide 24: Shared Practices/Beliefs
Shared Practices/Beliefs z Focus On Each Child’s Unique Qualities and Potential z Excellence in Education z Focus on Accountability z Mission Driven
Slide 25: Culture Building
Culture Building New Employee Orientation BFAMily News Monday Memo Awards of Excellence
Slide 26: Impact Culture Through:
Impact Culture Through: z Training – Communicated Caring for Professional Development; HEART Principles z Communication - Established Open Communication – Met with All Faculty and Parents; Why Not?; Let’s Figure It Out z Leadership - Entered the New Environment As Learners; Invested Time in Listenin
Slide 27: Achieving Quality Service
Achieving Quality Service: z Smiles and systems z A partnership and service culture
Slide 28: Families As Customers
Families As Customers: z We define product z Concerns, criticism, and our market and ideas are z Family satisfaction legitimate and drives quality necessary z Measure satisfaction z Families tell us what is good service and frequently with high quality different techniques
Slide 29: A Parent/Customer Is:
A Parent/Customer Is: z Not dependent on us. We z Is not someone to depend on him/her. argue or match wits z Not an interruption of our with. work. They are the z Pays our salaries. purpose of the work. z Is the life-blood of any z Brings us their needs and enterprise. wants. Our job is to fill them
Slide 30: Quality Service: Some Key Concepts
Quality Service: Some Key Concepts z We are all in this together z Why not? z No surprises z Let’s figure it out z Good enough never is z With care and respect
Slide 31: Cardinal Sins that Undermine Partnership
Cardinal Sins that Undermine Partnership: z Judging parents/caregivers. z Violating a confidence z Violating a professional boundary z Gossip
Slide 32: A Culture of Respect, Care, and Service
A Cultural of Respect, Care, and Service z Each child every day, z All parents deserve to be deserves the care he or confident that their child she needs on that day. is safe and secure. z We serve families z We are in this together z Every child/every day z We ANTICIPATE the needs of families z One
Slide 33: Pulling It All Together
Pulling It All Together Developing an integrated approach Write it down/formalize processes Tie it to Culture and Mission
Slide 34: Human Resources
la Human Resources Bright Horizons AMILY SOLUTIONS® ~ /
Slide 35: Key Concepts of People Management
Key Concepts of People Management z Good People and Good Systems z All People Practices and Procedures should be: • Thoughtful and Purposeful • Consistent and Fair • Lawful
Slide 36: Performance Management Cycle
Performance Management Cycle z Hire the Right People z Orientation and Training z Supervision and Quality Control z Feedback and Recognition z Succession Planning
Slide 37: Hire the Right People
Hire the Right People z Complex Interview Process z Get the right people in the right seats z Job Descriptions/Performance Evaluations z Policies and Procedures/Handbooks
Slide 38: Orientation and Training
Orientation and Training How do they come to know what they need to know? z Challenge – most precious resource: time off the floor z Beyond workshops • Acculturation • Mentoring • Supervision • Job Aides z Using Technology
Slide 39: Orientation and Training
Orientation and Training z New Employee Orientation z Essentials: Caring and Learning z Regional Employee Orientation z CDA z Advanced Program Development
Slide 40: Supervision is:
Supervision is: z Defining clear objectives and directions that describe why NOT telling people what to do! z Being supportive to others NOT being unavailable! z Using opportunity to develop others NOT using others to achieve your objectives z Asking for help NOT being a team of one!
Slide 41: Supervision vs. Telling People What To Do
Supervision vs. Telling People What To Do Face to Face Supervision Orientation On-going socialization Training Motivating, recognizing and rewarding achievement Setting a tone/ambience and creating a culture
Slide 42: The 8 Keys to Effective Supervision
The 8 Keys to Effective Supervision 1. Know your people 2. Clarify expectations 3. Communicate effectively 4. Balance Talents and Workloads 5. Be Proactive 6. Leverage Resources 7. Support those you supervise 8. Be Confident & learn from your mistakes
Slide 43: Communicate Effectively
Communicate Effectively We create an atmosphere of honesty and trust by openly communicating with one another. –HEART Principle
Slide 44: New Supervisors: Steps for a Great Start
New Supervisors: 7 Steps for a Great Start z 30 Minute Conference z Welcome to Supervision Letter z Letter to the staff being supervised z Job Aide – Key Reminders z Supervisor Check In z Introduction to Good Supervision z Supervisor Check In
Slide 45: Quality Control
Quality Control z Monitoring child outcomes z Parent feedback z Staff feedback z Supervisory accountability
Slide 46: Feedback: Performance Evaluations
Feedback: Performance Evaluations z Clear shared expectations • Program handbooks/materials • Job description • Goals and objectives • Action Plans z Process and supports
Slide 47: Recognition
Recognition We recognize each others efforts in achieving our goals and find ways to celebrate our successes. –HEART Principle
Slide 48: Recognition Programs
la Recognition Programs ~/ a . Bright Horizons FAMILY SOLUTIONS® /
Slide 49: Succession Planning
Succession Planning z Constant attention to growing good people z Self assessment z Supervisor’s assessment of strengths and needs z Opportunities and possibilities
Slide 50: Parent Partnership
la Parent Partnership e Link Bright Horizons FAMILY SOLUTIONS® /
Slide 51: Meeting Standards and Making Quality Happen in the Real World
2006 NAEYC Institute for Professional Development Meeting Standards and Making Quality Happen in the Real World: Culture, People, Organization, and Training Jim Greenman & Linda Whitehead jgreenman@brighthorizons.com lwhitehead@brighthorizons.com www.brighthorizons.com
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