5 Steps Help Casinos Reap Rewards Of Organizational Improvement

Casinos that embrace organizational improvement can reap many rewards, and there are specific steps they can take to make it all happen.  Success-driven organizations implement internal organizational improvements that make them more effective, accountable, efficient and visionary.  Casinos have the talent and means to do this, too.

Following are five steps for implementing organizational improvement.

Create a culture of change.  One common characteristic is that improvement requires a culture in which change is a constant, ongoing journey that adds value to the casino and its employees and guests. 

Create a shared vision.  Creating a shared vision with guests and employees is a critical step toward instituting change.

Make sure everyone embraces the new culture.  It is important that the entire casino staff is familiar with the defined culture of the casino and that they communicate it through thought and action.

Obtain commitment from senior management.  Senior leaders and managers must be committed to this culture by providing resources, establishing and modeling appropriate behaviors, identifying competencies and providing a supportive environment that encourages two-way communication and diversity.

Define desired employee behaviors.  In “Creating A Positive Culture,” Phyllis Hartman and John Hayden explain that the definition of behaviors demonstrated by employees that support the casino’s values, as well as the illustration of need for improvement and results by managers, will go a long way to instituting organizational improvement.

My company 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 e-mail Marilyn Kuhnert, our client development specialist, at mkuhnert@casinocustomerservice.com or call her at 623-486-9090.

Martin R. Baird
Robinson & Associates, Inc.