THE TWELVE PRINCIPLES
OF QUALITY LEADERSHIP
- Improve SYSTEMS and examine processes before blaming people
- Have a CUSTOMER orientation and focus toward employees and citizens.
- Believe that the best way to improve the quality of work or service is to ASK and LISTEN to employees who are doing the work.
- Be committed to the PROBLEM-SOLVING process; use it and let DATA, not emotions, drive decisions.
- Be a FACILITATOR and COACH. Develop an OPEN atmosphere that encourages providing and accepting FEEDBACK
- Encourage CREATIVITY through RISK-TAKING and be tolerant of honest MISTAKES.
- Avoid top-down, POWER-ORIENTED decision-making whenever possible.
- Manage on the BEHAVIOR of 95% of employees and not on the 5% who cause problems. Deal with the 5% PROMPTLY and FAIRLY.
- Believe in, foster and support TEAMWORK
- With teamwork, develop with employees agreed-upon GOALS and a PLAN to achieve them.
- Seek employees INPUT before you make key decisions.
- Strive to develop mutual RESPECT and TRUST among employees; DRIVE OUT FEAR.
[These principles were developed in the 1980s when I was chief of police in Madison, Wisc. Through the years they have continued to be on the forefront of leadership training and development. In my new book, Arrested Development: A Veteran Police Chief Sounds Off About Protest, Racism, Corruption and the Seven Steps Necessary to Improve Our Nation's Police , I describe the steps that were taken to transform of a police department and what it will take to improve all our nation's police. And guess what? I all begins with a leader. ]