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Ellis Communications, Inc. - NEWS STORY
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Casinos Must Have A Strong Internal Culture
To Implement Organizational Improvement |
For Immediate Release:
April 15, 2008 |
Contact: Tom Ellis
Ellis Communications, Inc.
Phone (417) 881-5635
E-Mail tellis@casinocustomerservice.com
www.casinocustomerservice.com
www.advcoatedevelopmentsystem.com
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A strong internal culture is
critical to successfully implementing organizational improvement
at casinos.
“Casinos that create and nurture a culture of excellence and
performance will prosper in the competitive gaming market as
they roll out organizational improvements for success,” says
Jennifer Privitera, manager of client service for Annapolis,
Maryland-based Robinson & Associates, Inc.
Privitera offers the following five tips about internal culture
and organizational change.
Tip No. 1. A positive culture and a good bottom line go hand in
hand, Privitera says. “An organization’s culture will define
what organizational improvement means to each casino,” Privitera
says. “The culture will also determine the effectiveness and
sustainability of improvement.”
Tip No. 2. Casino executives must lead by example as employees
come to understand the culture, Privitera says. “Casino
leadership must first understand the culture and then
communicate and model it for all employees,” Privitera explains.
“In ‘Creating A Positive Culture,’ Phyllis Hartman and John
Hayden wrote that ‘the role of the leaders in establishing and
maintaining the culture is vital.’ They say that there must be
recognition and belief in the mission and vision by the top
leaders, or the culture will not be positive or successful.”
Tip No. 3. Casinos can build and maintain a positive culture in
many ways, Privitera says. “Peter Fornal wrote in ‘Developing
and Sustaining A High Performance Organizational Culture’ that a
casino must define roles, responsibilities and accountabilities,
as well as tie them to the critical success factors of the
casino,” Privitera notes. “Employees must understand the
importance of their role within the casino structure.
“Consistent feedback and communication between employees and
management is critical. Ongoing training and support is another
factor related to the creation of a valuable culture, as well as
the implementation of sustainable reward and recognition
systems.”
Tip No. 4. Strong teamwork also is important to an internal
culture, Privitera says. “John Ballantine wrote in ‘Firms That
Invest in Employees Will Come Out on Top’ that another step in
developing a strong culture is ‘building small, empowered teams
and enabling your employees to create their own culture’ in
conjunction with the casino’s culture,” Privitera says.
Tip No. 5. A strong culture creates a strong staff, Privitera
says. “J. Yin-Sub Lin and F. Comrarie wrote about this in
‘Transformational Leadership, Organizational Culture and
Organizational Effectiveness in Sports Organizations,’”
Privitera says. “They wrote that ‘positive organizational
cultures have been linked to increased staff alignment,
resulting in enhanced organizational effectiveness, heightened
consensus regarding strategic direction, increased employee
productivity and advanced levels of employee commitment ...Only
when a critical mass of their employees has taken critical
ownership and responsibility for the changes can an organization
assure a competitive advantage in today’s challenging
marketplace.’”
Robinson & Associates has published a white paper that helps
casinos understand what is involved in rolling out
organizational improvements that can result in greater success
in the future. Those interested in obtaining a copy of the white
paper should call 480-991-6420.
Robinson & Associates, Inc., is a global customer service
consulting firm for the gaming industry. It helps casinos
determine their Advocate Index, a number that indicates the
extent to which properties have guests who are willing to be
advocates. The company then implements its Advocate Development
System in combination with the proven methodology of Advocate
Index and best business practices to help casinos create more
guest advocates and chart a course for growth and profitability.
Robinson & Associates may be reached by calling 480-991-6420 or
via its Web sites at www.advocatedevelopmentsystem.com and
www.casinocustomerservice.com. Robinson & Associates is a
member of the Casino Management Association and an associate
member of the National Indian Gaming Association. |
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