thank you. honolulu zoo study human context confusion frustration distrust

Thank You

Honolulu Zoo

Study

HumanContext

•Confusion•Frustration•Distrust

       Lost       Tired       Exhausted (2x)       Weak       Numb       Low Morale       Unhappy (2x)       Unappreciated       Helplessness       Hopeless        Don’t care anymore       Feel like giving up on the zoo        Give up already       Had enough       Resignation (2x)       Disappointed (4x)

  Frustrated (10x)

       Sick

       Sickened

       Disgust

       Disgusted (3x)

       Upset (2x)

       Very mad

       Angry (2x)

       Pissed off (2x)

       Really pissed off

       Super super pissed off

       Stabbed in the back

       Cynical

       Jaded

       Intimidated

Points of Agreement

1. Love of

animals

2. Need for

resolution

Almost universally, stakeholders shared the need for…

ClarityPeople are very

confused over the direction of the zoo.

Better OrganizationThe majority expressed the

need for a more unified organization. The current setup is highly fragmented

and divisive.

LeadershipEffective leadership is lacking. Endorsement

of current Zoo Management is low.

A Decision What’s the city’s

“plan” for the zoo? Who should be

running the zoo?

Explore the possibilities

for…

•Improving leadership at all levels of supervision

•Creating a unified management structure

Behavior & performance are

a function of social & systemic

context

To change behavior… change the systemic &

social context

Systemic Context

Key IssueGovernance

Create a unified management

structure

Refine and reframe the

existing “partnership”

B o a rd o f D ire c to rs

E xe c u tiv e D ire c to rS e m i- A u to n o m o u s P riv a te /P u b lic P a rtn e rs h ip

E m p lo y e e s a re c ity e m p lo y e e s fo r a tra n s itio n p e rio d

N o n - P ro fi t O rg a n iz a tio nM a rke tin g &B u s in e s s D e v e lo p m e n tA d m in is tra tio n

Zo o O p e ra tio n sA n im a l C a reE d u c a tio nF a c ilitie s

Zo o M a n a g e m e n t & S ta ff C ity Zo o lo g ic a l S o c ie tyC o m m u n ity R e p re se n ta tiv e sB o a rd o f D ire c to rs

E xe c u tiv e D ire c to rS e m i- A u to n o m o u s P riv a te /P u b lic P a rtn e rs h ip

E m p lo y e e s a re c ity e m p lo y e e s fo r a tra n s itio n p e rio d

N o n - P ro fi t O rg a n iz a tio nM a rke tin g &B u s in e s s D e v e lo p m e n tA d m in is tra tio n

Zo o O p e ra tio n sA n im a l C a reE d u c a tio nF a c ilitie s

Zo o M a n a g e m e n t & S ta ff C ity Zo o lo g ic a l S o c ie tyC o m m u n ity R e p re se n ta tiv e sB o a rd o f D ire c to rs

E xe c u tiv e D ire c to rS e m i- A u to n o m o u s P riv a te /P u b lic P a rtn e rs h ip

E m p lo y e e s a re c ity e m p lo y e e s fo r a tra n s itio n p e rio d

N o n - P ro fi t O rg a n iz a tio nM a rke tin g &B u s in e s s D e v e lo p m e n tA d m in is tra tio n

Zo o O p e ra tio n sA n im a l C a reE d u c a tio nF a c ilitie s

Zo o M a n a g e m e n t & S ta ff C ity Zo o lo g ic a l S o c ie tyC o m m u n ity R e p re se n ta tiv e sB o a rd o f D ire c to rs

E xe c u tiv e D ire c to rS e m i- A u to n o m o u s P riv a te /P u b lic P a rtn e rs h ip

E m p lo y e e s a re c ity e m p lo y e e s fo r a tra n s itio n p e rio d

N o n - P ro fi t O rg a n iz a tio nM a rke tin g &B u s in e s s D e v e lo p m e n tA d m in is tra tio n

Zo o O p e ra tio n sA n im a l C a reE d u c a tio nF a c ilitie s

Zo o M a n a g e m e n t & S ta ff C ity Zo o lo g ic a l S o c ie tyC o m m u n ity R e p re se n ta tiv e s

Board of Directors

Executive Director

Zoo

Marketing &Business Development

Administration

Zoo OperationsAnimal CareEducationFacilities

Zoo Management & Staff

City

Zoological Society

Community Representatives

Fa c ilitie s

Ed uc a tio n

TurnstileRe ve nueM a rke ting

Pub licRe la tio ns

C a p ita l Fund Ra ising

Se m i-Auto no m o us Pub lic -Priva te No n-Pro fit O rg a niza tio n

Busine ss De ve lo p m e nt O p e ra tio ns

Ad m inistra tive Sup p o rt

Anim a l C a re

Ve te rina ry Te a m

Re p tile s M a m m a ls

Exe c utive Dire c to r

Bird s

C a p tia lFund Ra ising

O p e ra tingFund s

C a p ita lIm p ro ve m e nts

TurnstileRe ve nue s

M e m b e rship

Social Context

Improve leadership

Rationale

Distrust & frustration are pervasive and

deep

Leadership needs to step up!

Next Step

1

Develop conceptual recommendations

for the Mayor’s approval.

Next Step 2a

Set up a Guiding Coalition with all

stakeholders represented

Plan for an interim

organization under a unified management

structure.

Representation •City/Enterprise Services•Zoo management•Zoo employees (unions)•Zoological Society•Volunteers

Running parallel to

2a

Next Step 2b

LeadershipImprovement

Provide mentoring and

coaching support for all levels of Zoo leadership

Provide a neutral

facilitator

Next Step 3

Have a planning session including representatives

from all stakeholder

groups

Develop Basic Coalition Agreements•Organization•Governance & Decision Making

•Stakeholder contributions

Seek solutions to “pressing problems.”

•Communication•Morale•Resources•Financial

Deliver “symbolic

acts.” Score “first downs.”

Refine the Zoo Strategic

Plan

Next Step 4

Research

FinancialConcerns

Define financial

realities and requirements

What exactly does it cost to run the zoo?

What is the city’s contribution? Can the new

organization make up the difference?

Total Dollars Required to Run the Zoo

City Contribution?

Supplemental Contribution?

How do funds flow?Can we create an independent zoo

financial account?

Develop financial models

based on levels of financial

contribution

Duplicate successful

models of zoo management

LegalConcerns

Determine the legal

requirements to create this new

organization

Human Resource Concerns

Determine the status of the employees, short & long

term

Next Step 5

Create a “permanent”

structure

Thank You