“It’s not what you do, it’s the way that you do it. That’s what gets results.”
“The way we do things round here” clearly reflects the culture of an organisation or institution. So does “What we do around here” – the things an organisation or institution chooses to do, and the things it decides to leave out.
So what really gets results is to be clear about the promises that are being made, and intentionally design the ‘what’ to deliver on that in a way that embodies the ‘way’.
Not to be a straightjacket or monorail, just so it isn’t only in the heads of the people who happen to be around right now.
Thanks to Radio 4’s Thought for the Day for inspiring this one.