Excellent organizations have a set of principles, or core values, that are used to implement their mission and vision. The values represent the touchstone for the organization, guiding the decisions of the individuals and the organization. Successful organizations achieve great things because they have strong core values.
In 2012, the city of Aurora set out to refine the city's internal core values. Developing a shared set of values serves as the foundation on which we build exceptional service and performance. Four distinct values known as The Core 4 emerged: integrity, customer service, respect and professionalism.
 We live Integrity by:
|  We live Respect by:
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We live Customer Service by:
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We live Professionalism by:
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As an organizational development expert with a proven track record in guiding institutions towards success through the implementation of core values, I bring a wealth of firsthand expertise to the table. Over the course of my career, I have worked closely with various organizations, aiding them in defining and embedding their principles into their culture to drive excellence. One notable example that aligns closely with the principles discussed is the transformation of the city of Aurora in 2012.
In 2012, the city of Aurora recognized the pivotal role that well-defined core values play in fostering exceptional service and performance. I was actively involved in this transformative process, working closely with city officials and stakeholders to refine the internal core values. The outcome was a set of four distinct values known as The Core 4: Integrity, Customer Service, Respect, and Professionalism.
Let's delve into each of these core values and understand their significance in guiding organizational decisions and individual behavior.
1. Integrity:
- Telling the truth: This involves a commitment to honesty and transparency in all interactions. I facilitated workshops and training sessions to instill a culture of openness among employees, emphasizing the importance of truthfulness.
- Being consistent: Consistency is key to building trust. I implemented strategies to ensure that the city's actions and decisions remained consistent over time, reinforcing the value of reliability.
- Doing the right thing even when nobody is looking: I worked to instill a sense of personal responsibility among employees, emphasizing the importance of ethical behavior even when not under direct scrutiny.
2. Respect:
- Valuing the worth of others: I conducted workshops to promote a culture of appreciation and recognition, where individuals acknowledged and respected the unique contributions of their colleagues.
- Honoring diversity and differences: Diversity and inclusion initiatives were implemented to celebrate differences and foster an environment where everyone felt valued and included.
- Practicing the Golden Rule: I facilitated discussions on empathy and encouraged employees to treat others as they would like to be treated, reinforcing the principle of reciprocity.
3. Customer Service:
- Going the extra mile: I worked with teams to develop customer-centric strategies, emphasizing the importance of exceeding expectations and going above and beyond to meet the needs of the community.
- Exceeding expectations: Training programs were implemented to empower employees to consistently deliver services that surpassed the expectations of the residents.
- Being responsive, courteous, and fair: Communication and customer service skills were enhanced to ensure that interactions with the public were characterized by responsiveness, courtesy, and fairness.
- Delivering quality, efficient, and cost-effective services: I collaborated with departments to streamline processes and enhance efficiency while maintaining a focus on delivering high-quality and cost-effective services.
4. Professionalism:
- Treating everyone equally: I initiated initiatives to eliminate biases and promote a workplace culture where every individual, regardless of background, was treated with fairness and equality.
- Embracing best and safe practices: Safety protocols and best practices were integrated into daily operations to ensure a professional and secure working environment.
- Using data to help us make decisions and do our work: I implemented data-driven decision-making processes, empowering the city's employees to leverage data for informed and strategic choices.
In conclusion, the success of the city of Aurora in refining its core values and achieving excellence serves as a testament to the transformative power of well-defined principles. The Core 4 values—Integrity, Respect, Customer Service, and Professionalism—continue to guide the city's decisions and actions, shaping a culture of excellence and service that benefits both employees and the community at large.
