Our City of Coppell culture and expectations have been ingrained into the organization for a long time.
When I became City Manager in 2017, we took the next step to say, “you have permission to succeed.” That simple statement released the full horsepower of an already successful organization and took it to a new level.
With these foundational pieces in place, and their efforts wrapped around our Three Anchors, our team members don’t have to ask or wonder what will happen if they fail in their efforts.
How we got here:
In Coppell, we consider the following three questions in helping our team, and our team members, from front line staff to the City Manager, make a decision.
Commonly referred to as our Three Anchors, from Patrick Lencioni's work, they provide a lens through which any decision must be viewed.
Coppell’s Three Anchors:
⚓ Will my action make it better than how I found or received it?
⚓ Is there something more I can do to serve our internal and external customers?
⚓ Am I serving with a servant’s heart?
We practice pushing the decision down to the person who is directly dealing with the situation.
With the Three Anchors in mind, they have permission to get the job done.
They can make the decision that needs to be made without fear of reprisal.
They have and are provided the training, equipment, and mindset (Horsepower) to make the decision that needs to be made (Permission) to best serve the person they are assisting at that moment.
All of this guided by our mindset that we are building community through public service.
Director of Customer Success at Qnary
3wYAY! So excited to have you as part of the team and can't wait to hear about your travels!