GSA PBS "Good Practices" Story

The General Services Administration's internal-use business performance homepage reports this good practice submitted by a regional office:

It's vital to keep the top-level managers focused on strategic planning and big picture issues. That's really what they're paid to do. The mid-level managers have the confidence, expertise and authority to run the business. Establishing this type of culture leads to a very empowered workplace. Our overall strategy is--

• Leadership-based: Develop leaders that can run the organization.
• Relationship-based: Nurture solid working relationships with all: employees, customers, suppliers, stakeholders, etc.
• Behavior-based: Establish a culture where specific world-class behavior is the norm, and unacceptable behavior isn't tolerated.
• Results-based: Focus on results over process. It's the way of the world.

The benefits of this good practice are that it (1) establishes a world-class culture where empowered employees know what is expected of them and (2) creates an environment where they thrive. The lesson learned is to lead by example.