thank you. honolulu zoo study human context confusion frustration distrust
TRANSCRIPT
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