by Peter Hines, Juliano Salvadorinho, and Helen Zak
The Shingo Model emphasizes a culture where every individual is respected, and leadership is characterized by humility. Gary Peterson of O.C. Tanner exemplifies this ideal through his exemplary leadership, which has been the focus of extensive research by Peter, Juliana, and Helen. Their research explores Gary's approach as a Shingo Prize recipient site and examines why it has been effective over the past 25 years. The study centers on Gary's actions and the four key leadership systems at O.C. Tanner.
Traditionally, organizations have concentrated on what leaders need to do, often incorporating these tasks into Leader Standard Work. This typically involves behaviors such as gemba walks (Go & Observe), strategy deployment sessions, and one-on-one coaching. At O.C. Tanner, these activities are integrated within their Strategy Deployment, Coaching, and Leader Standard Work systems, all underpinned by the overarching Recognition super-system.
However, Gary and O.C. Tanner delve deeper by focusing on how to cultivate effective behaviors. This begins with recruiting individuals who demonstrate the right behaviors, rather than merely hiring for skills. Equally crucial is fostering a mindset that allows these behaviors to be reinforced, developed, and refined. O.C. Tanner achieves this through two key mindsets: the Growth Mindset and the Outward Mindset. The Growth Mindset ensures that employees view all experiences—both positive and negative—as learning opportunities. The Outward Mindset encourages everyone to consider how their actions can benefit others, thereby creating a positive and effective culture.
Gary exemplifies these principles not only through his actions but also through his micro-behaviors. These include the language he uses, the emotions he displays, the tone of his voice, and his body language. His communication style is inquisitive rather than directive, guiding others to make decisions that benefit both individuals and the organization. His emotions are consistently positive, and his tone conveys competence, trustworthiness, and confidence. Perhaps most distinctively, his body language reinforces his approach. As it's said, around 80% of communication is non-verbal, and when there is a discrepancy between words and body language, people tend to trust the latter. Gary's body language—whether making eye contact, smiling, listening intently, nodding, or sitting cross-legged on the floor—speaks volumes about his leadership style.
No single individual can drive excellence within an organization. It requires a unified approach across the leadership team. What sets O.C. Tanner apart is how Gary's approach has been adopted and cascaded throughout the leadership hierarchy, ensuring a consistent mindset, system, behavior, and micro-behavior across all levels of leadership.
Join us for our upcoming webinar on September 17 at 9 a.m. MST. Register at https://shingo.org/events. We will distill the research findings, sharing key insights and lessons to support your Shingo journey and contribute to the Shingo Institute's mission of improving the process of improvement.
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