Critically review the article below:

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SafeAssign Originality Report Generator I Alie Bangura

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Unit II Article Review.docx

1 OTTAWA WAY 1

2 OTTAWA WAY 3

Ottawa Way

Alie Bangura

Running head: 1 OTTAWA WAY 1

Running head: 2 UNIT II ARTICLE REVIEW 3

3 COLUMBIA SOUTHERN UNIVERSITY

Ottawa way

Introduction

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Unit II Article Review.docx

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48%

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4 THE ARTICLE REPORTS ABOUT OTTAWA COUNTY IN MICHIGAN THAT

SOUGHT TO IMPROVE ITS CUSTOMER SERVICES, WHICH IS KNOWN AS

OTTAWA WAY AS IT WAS INSPIRED BY THE CUSTOMER SERVICE CULTURE

OF MASS MEDIA FIRM WALT DISNEY. 5 TOPICS INCLUDE OFFICIALS OF THE

COUNTY APPROACHING THE COMPANY OF AUTHORS OF THE BOOK "THE

DISNEY WAY" 4 TO DEVELOP A CULTURE OF DISNEY, A THREE-DAY

LEADERSHIP WORKSHOP ATTENDED BY LEADERS OF THE COUNTY WHICH

FOCUSED ON CREATING VISION AND CODES OF CONDUCT AND

STORYBOARDS TO KNOW WHAT EMPLOYEES OF THE COUNTY THINK. These

workshops included hot seats, management-buy in, the rollout, and brain trust follow-up and

other next steps. The future of Ottawa Way is also outlined to ensure its success even in the

coming generation.

The body

The author attempts to explain the Ottawa Way customer service initiative, which is aimed to

create a Disney-like way. It comprised of the steering team that included leaders who were

taken through the Disney experience through several workshops for two weeks. The team

achieved many things including the development of preliminary dream and vision,

identification of preliminary values, the establishment of preliminary codes of conduct and

implementation of potential storyboard barriers. As (Vanderberg, & Capodagli, 2015) also

explains how the team came up with a development roadmap for change through training of

participants in a three-day experience (Bryson, Crosby, & Bryson, 2009). 6 AL ALSO

DESCRIBES HOW THE 100 FRONT-LINE LEADERS ATTENDED THE

WORKSHOP THAT AIMED AT ACCOMPLISHING THE FINALIZATION OF

VALUES, CODES OF CONDUCT, DREAM AND VISION, STORYBOARDED

POTENTIAL BARRIERS TO IMPLEMENTATION, UNDERSTANDING THE ROAD

MAP CHANGE, AND FINALLY UNDERSTANDING THE WHOLE DISNEY WAY

EXPERIENCE.

The next experience in the article explains how the leaders created the Ottawa Way experience

for their employees. We get to know how sixty to a hundred employees were trained and

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facilitated monthly that saw over nine hundred employees completing the training. The author

then narrates the most important part that saw participants asking questions about the panel.

This showed good communication between the leaders and other people. The leaders displayed

a candor and demonstrated good support to their employees, which can boost their relationship

and develop trust. There will also be excellent and effective communication between the two

parties that can eventually be helpful in strategic planning (Neves, & Eisenberger, 2012). Other

ways are indicated in the article in the provision of customer service means that include the

way employees and everyone else treats other people. This involves the government being

questioned in the provision of quality customer services.

Al also describes the Storyboard Treasure Trove. This presents several challenges that include

the lack of trust, poor communication, and little coaching among the employees and with their

employers. The other point expressed is the definition of an ultimate leader through an

experimental process including the author's participation, which saw the completion of the

leadership storyboard process in every department. The next point is the brain trust follow-up

and the steps that were required to go further. The brain trust is created through a group of

people who advise, support and assist each other without receiving the decision information

from the authority (Vanderberg, & Capodagli, 2015). Finally, the future has to be taken care of.

There were decisions made about the future that include the determination of the next steps for

training, ways to help customers in moving around the county, use of technology to provide

residents services, implementation of service best practices and ambassador program that help

new employees in the county.

Conclusion

As explained by Al, the author, Ottawa Way is a successful approach as the author narrates

steps on this strategy implementation that involved almost everyone from employees to

employers. He explains how it will be planned then implemented so that it is applied in the best

customer service provision to both foreigners and the resident living in the county. This

achievement does not come from a single individual but must include the residents, employees,

employers and even the leaders in Ottawa County.

References

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Bryson, J. 7 M., CROSBY, B. C., & BRYSON, J. K. (2009). 8 UNDERSTANDING

STRATEGIC PLANNING AND THE FORMULATION AND IMPLEMENTATION OF

STRATEGIC PLANS AS A WAY OF KNOWING: 9 THE CONTRIBUTIONS OF

ACTOR-NETWORK THEORY. 10 INTERNATIONAL PUBLIC MANAGEMENT

JOURNAL, 12(2), 172-207.

Neves, P., & Eisenberger, R. (2012). 11 MANAGEMENT COMMUNICATION AND

EMPLOYEE PERFORMANCE: The contribution of perceived organizational support.

Human performance, 25(5), 452-464.

2 VANDERBERG, A., & CAPODAGLI, B. (2015). 2 THE "OTTAWA WAY" thrives.

2 PM.PUBLIC MANAGEMENT, 97(6), 14-18. 12 RETRIEVED FROM

HTTPS://SEARCH-PROQUEST-

COM.LIBRARYRESOURCES.COLUMBIASOUTHERN.EDU/DOCVIEW

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Citations (12/12)

1 Another student's paper

2 https://www.homeworkmarket.com/content/unit-11-organizational-communications-homework

3 Another student's paper

4 Another student's paper

5 Another student's paper

6 Another student's paper

7 Another student's paper

8 ProQuest Document

9 ProQuest Document

10 ProQuest Document

11 Another student's paper

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Matched Text

12 Another student's paper

Suspected Entry: 74% match

Uploaded - Unit II Article Review.docx

OTTAWA WAY 1

Source - Another student's paper

thrives 1 The "Ottawa way"

Suspected Entry: 74% match

Uploaded - Unit II Article Review.docx

OTTAWA WAY 1

Source - Another student's paper

thrives 1 The "Ottawa way"

Suspected Entry: 63% match

Uploaded - Unit II Article Review.docx

OTTAWA WAY 3

Source - https://www.homeworkmarket.com/content

/unit-11-organizational-communications-homework

The "Ottawa way"

Suspected Entry: 84% match

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UNIT II ARTICLE REVIEW 3

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/unit-11-organizational-communications-homework

Unit II Article Review

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VANDERBERG, A., & CAPODAGLI, B

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/unit-11-organizational-communications-homework

Vanderberg, A., & Capodagli, B

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Uploaded - Unit II Article Review.docx

THE "OTTAWA WAY"

Source - https://www.homeworkmarket.com/content

/unit-11-organizational-communications-homework

The "Ottawa way"

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PM.PUBLIC MANAGEMENT, 97(6), 14-18

Source - https://www.homeworkmarket.com/content

/unit-11-organizational-communications-homework

Public Management, 97(6), 14-18

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COLUMBIA SOUTHERN UNIVERSITY

Source - Another student's paper

Columbia Southern University

Suspected Entry: 90% match

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THE ARTICLE REPORTS ABOUT OTTAWA

COUNTY IN MICHIGAN THAT SOUGHT TO

IMPROVE ITS CUSTOMER SERVICES, WHICH IS

KNOWN AS OTTAWA WAY AS IT WAS INSPIRED

BY THE CUSTOMER SERVICE CULTURE OF MASS

MEDIA FIRM WALT DISNEY

Source - Another student's paper

In conclusion, the article reports that Ottawa County,

Michigan improved its customer services which is

known as Ottawa Way as it was it inspired by

customer service culture of mass media firm Walt

Disney

Suspected Entry: 83% match

Uploaded - Unit II Article Review.docx

TO DEVELOP A CULTURE OF DISNEY, A THREE-

DAY LEADERSHIP WORKSHOP ATTENDED BY

LEADERS OF THE COUNTY WHICH FOCUSED ON

CREATING VISION AND CODES OF CONDUCT

AND STORYBOARDS TO KNOW WHAT

Source - Another student's paper

to develop culture of Disney, three-day leadership

workshop attended by leaders of the county which

focused on creating vision and codes of conduct and

storyboards to know what employees thought about

adapting a customer-centric culture in the organization

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EMPLOYEES OF THE COUNTY THINK

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TOPICS INCLUDE OFFICIALS OF THE COUNTY

APPROACHING THE COMPANY OF AUTHORS OF

THE BOOK "THE DISNEY WAY"

Source - Another student's paper

Officials of the county are approaching the company

as authors of the book "The Disney Way"

Suspected Entry: 67% match

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AL ALSO DESCRIBES HOW THE 100 FRONT-LINE

LEADERS ATTENDED THE WORKSHOP THAT

AIMED AT ACCOMPLISHING THE FINALIZATION

OF VALUES, CODES OF CONDUCT, DREAM AND

VISION, STORYBOARDED POTENTIAL BARRIERS

TO IMPLEMENTATION, UNDERSTANDING THE

ROAD MAP CHANGE, AND FINALLY

UNDERSTANDING THE WHOLE DISNEY WAY

EXPERIENCE

Source - Another student's paper

The front line leaders in this workshop finalized what

the was started in the first workshop by finalizing

dream and vision, finalizing values, finalizing codes of

conduct, storyboarding potential implementation

barriers, understanding road map for change and

understanding the Disney Way experience

Suspected Entry: 100% match

Uploaded - Unit II Article Review.docx

M., CROSBY, B

Source - Another student's paper

M., Crosby, B

Suspected Entry: 75% match

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C., & BRYSON, J

Source - Another student's paper

and Bryson, J

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UNDERSTANDING STRATEGIC PLANNING AND

THE FORMULATION AND IMPLEMENTATION OF

STRATEGIC PLANS AS A WAY OF KNOWING

Source - ProQuest Document

Understanding Strategic Planning and the Formulation

and Implementation of Strategic Plans as a Way of

Knowing

Suspected Entry: 100% match

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THE CONTRIBUTIONS OF ACTOR-NETWORK

THEORY

Source - ProQuest Document

The Contributions of Actor-Network Theory

Suspected Entry: 100% match

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INTERNATIONAL PUBLIC MANAGEMENT

JOURNAL, 12(2), 172-207

Source - ProQuest Document

International Public Management Journal, 12(2),

172-207

Suspected Entry: 64% match

Uploaded - Unit II Article Review.docx

MANAGEMENT COMMUNICATION AND

EMPLOYEE PERFORMANCE

Source - Another student's paper

Management and Performance

Suspected Entry: 90% match

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RETRIEVED FROM HTTPS://SEARCH-PROQUEST-

COM.LIBRARYRESOURCES.COLUMBIASOUTHER

N.EDU/DOCVIEW/1702634016?ACCOUNTID=33337

Source - Another student's paper

Retrieved from https://search-proquest-

com.libraryresources.columbiasouthern.edu/docview

/1926771472?accountid=33337

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