OHI has not yet adopted the following.  However, this is my recommended platform.  OHI leadership can modify this process to suit their preferred delivery methods, purposes, and personalities.  The same recommendation would apply to other organizations, adapted to their business models.

Purpose: From Activity to Outcomes—Mission-True Results with Sacred Guardrails

“Thank you, everyone.  I’m going to be direct today, because clarity is respect, and your role is vital in this shift.”
Length: ~15–18 minutes
Audience: Staff + facilitators + guest services + operations + volunteers (as applicable)

Context note for OHI-SD: This script is written for a faith-based healing ministry offering a holistic, non-medical program in a safe and sacred environment, welcoming people of all spiritual traditions.

0) Pre-Brief / Setup (Host or MC — 30 seconds)

MC:

“Thank you for being here.  Today’s town hall is about how we work—and what we’re changing so that our effort translates into measurable mission progress.  [CEO/Executive Director Name] will share the reset, what changes immediately, and what you can expect over the next 30/60/90 days.”

1) CEO Opening (2 minutes) — Own the Drift (No Blame)

CEO:

“Thank you, everyone.  I’m going to be direct today—because clarity is respect.

Over time, we’ve started to reward process, activity, and ‘looking busy’ more than the outcomes that prove we’re fulfilling our mission.  People here work hard.  That’s not the question.  The question is: Does our work consistently advance what matters to guests and to the mission?

And I need to say this plainly: leadership—including me—allowed this drift.  We tolerated too much bureaucracy.  We accepted updates without evidence.  We let meetings substitute for decisions.  We asked for more process when what we needed was clearer outcomes.

That’s on leadership-and on each of us-to embrace this change.  We invite your active participation in shaping how these new systems work for everyone, and we ensure your voice helps us succeed.

Optional humility line (use if needed):
“If you’ve felt frustrated—like you’re running fast but not moving forward—I hear you.”

“If the work is sacred, the results must be visible.”

2) Why We’re Changing (2 minutes) — Mission Becomes Operational

CEO:

“OHI’s mission is clear: ‘We will serve as a change agent for humankind by improving the physical, mental, and spiritual well-being of everyone we touch.’ 

A mission isn’t what we say—it’s what our systems consistently produce.  If our daily work doesn’t reliably move the outcomes that represent that mission, then we don’t have a mission—we have a slogan.

OHI is a healing ministry that provides a safe, sacred environment for holistic healing.  People come here seeking renewal of body, mind, and spirit—and they trust us with a vulnerable part of their story.

So the reset is not a slogan.  It’s a new operating system—so our effort becomes a measurable mission Impact.”

“Our guests don’t come here for our process.  They come here for transformation.”

3) The Balanced Truth: Guardrails Stay (1–2 minutes)

“This is NOT ‘results at any cost’”

CEO:

“Let me neutralize a reasonable fear right away: This is not ‘results at any cost.’

At OHI, guardrails aren’t red tape—they’re how we protect the sacred environment and our community’s trust.

Our non-negotiables include:

• Safety and a respectful environment
• Legal/compliance requirements appropriate for our nonprofit ministry setting
• Quality and consistency of the guest experience
• Confidentiality and trust
• Stewardship of resources and facilities [

These guardrails stay.

What changes is everything that exists purely as theater—meetings without decisions, reporting without action, and process that survives because ‘that’s how we do it.’”

“Guardrails protect people.  Outcomes protect the mission.”

4) Define the Shift: Process vs. Results (2 minutes)

 “Process = Method.  Results = Obligation.”

CEO:

“Here’s the distinction:

• Process is the Method—how we do the work.
• Results are the Obligation—the measurable difference the work creates.

Process matters when it supports our values and protects the guest experience.
But the process is not the goal.  The goal is the outcome—within guardrails.

Starting today, as we shift to measuring progress by outcomes, we will provide training, resources, and support to help managers and teams adopt these new behaviors confidently.

“We don’t get credit for motion.  We get credit for movement.”

5) What Changes Immediately (4–5 minutes) — The OHI Execution Model

“What Changes Now”

CEO:

“Here’s what’s changing—starting now.”

5.1 The Mission Scoreboard (1 minute)

CEO:

“First: we will run OHI-SD on a small scoreboard of mission outcomes, not a long list of initiatives.

Within the next 7–14 days, we will publish a scoreboard with 5–8 outcomes.  Each outcome will have:

• A clear definition
• A single owner
• A review cadence
• A target and timeline

If it’s not on the scoreboard, it’s not a top priority.”

Example OHI Scoreboard Categories

• Guest transformation indicators (intake → checkout)
• Program integrity/consistency (delivery quality across teams)
• Access & generosity (scholarship reach, donor Impact)
• Stewardship & sustainability (resources supporting mission continuity) [
• Staff sustainability (turnover, burnout risk signals)

“A scoreboard is not pressure—it’s clarity.”

5.2 One-Page Outcome Charters (1–2 minutes)

CEO:

“Second: any significant initiative will require a one-page Outcome Charter.  Not a deck. One page.

It will include:

• Outcome (one sentence)
• Metric + baseline + target + deadline
• Single owner
• Definition of ‘done.’
• Guardrails (values, guest experience, stewardship)
• Dependencies + escalation date
• A 72-hour proof step
• And—this is key—what we will stop doing to make room

This Outcome Charter process emphasizes clarity and fairness, ensuring accountability is supportive and transparent, not punitive, to help everyone succeed.

“Outcome Charter = Clarity + Fairness”

“If it can’t fit on one page, it isn’t clear enough to execute.”

5.3 The 72-Hour Proof Step (1 minute)

CEO:

“Third: we’re implementing a rule I will personally enforce: 72-hour proof.

No one gets credit for ‘commitment’ unless there’s a visible first step within 72 hours:

• A metric is instrumented
• A pilot starts
• A workflow change
• Guest-facing improvement is tested
• A decision memo is written
• Evidence is produced that the work truly began

“Plans are not progress.  Evidence is progress.”

“Hope is not a strategy.  Evidence is.”

5.4 Meetings Must Produce Decisions (1 minute)

CEO:

“Fourth: meetings will change—many will disappear.

Meetings must produce one of three outputs:

·         A decision

·         A commitment (owner + date)

·         A blocker removed

If a recurring meeting doesn’t produce those outputs, it will be canceled or redesigned.”

“Decisions • Commitments • Blockers”]

“We will no longer meet to talk about work—we will meet to move work.”

5.5 Decision Rights + Faster Approvals (30 seconds)

CEO:

“Fifth: We will clarify decision rights so teams can move without endless alignment.  We’ll define what teams can decide and what requires approval—and we’ll set response expectations.

If you’re accountable for outcomes, you’ll have the authority to move them—within guardrails.”

“Accountability without authority is burnout.”

6) What I Will Do Differently (2 minutes) — Leadership Goes First

“Leadership Commitments”

CEO:

“This won’t work unless leadership changes first.

Here’s what I’m committing to:

• I will ask about the scoreboard, not narratives
• I will reward early truth over late optimism
• I will enforce focus—fewer priorities, more finish
• I will expect early escalation and remove blockers faster
• I will stop rewarding ‘busy’ and start rewarding measurable mission Impact—within our values and guiding principles

If we fail, it will be because leadership didn’t follow through.  So this begins with me.”

“Culture changes when leadership behavior changes.”

7) What You Can Expect in 30/60/90 Days (2–3 minutes)

“30/60/90 Day Rollout”]

CEO:

“Here’s the rollout, so this stays concrete.”

Next 30 days

• Mission scoreboard published (owners + definitions)
• Outcome Charter template + examples released
• Weekly operating rhythm begins (short outcome reviews)
• First “Stop Doing” reductions in meetings/reporting

Next 60 days

• Decision rights clarified for top bottlenecks
• Manager coaching tools deployed (so this isn’t just pressure)
• 2–3 pilot teams operate in results zones to prove it works

Next 90 days

• Performance and recognition updated to reflect outcomes + guardrails
• Expanded rollout based on pilot evidence
• We publish measurable before/after progress on the scoreboard

“We will prove this works—then scale what works.”

8) Call to Action (1 minute) — What You Want From Everyone

“What I’m Asking From You”

CEO:

“Here’s what I’m asking from every person on our team:

·       Learn the scoreboard—know what ‘winning’ means for the mission

·       Make tradeoffs—stop low-value work

·       Escalate blockers early—bring options + a recommendation

·       Replace ‘updates’ with evidence—show what changed

·       Treat the mission as operational—connect your work to outcomes

This is a culture shift.  But it’s also a shift in professionalism.  We’re becoming an organization where truth is early, priorities are few, and progress is measurable.”

“Clarity is kindness—especially in a mission-driven organization.”

9) Close (30 seconds) — Confidence + Gratitude

CEO:

“I appreciate what you’ve built here.  Now we’re going to develop the next version—one that turns effort into measurable progress and makes our mission real in how we operate.

Thank you.  Let’s move to Q&A.”

Ultra-Short Town Hall Opening (2–3 minutes)

Team, I want to reset how we work.

 Over time, we’ve rewarded process and activity more than measurable mission outcomes.  That drift is on leadership—including me—and it changes now.

 This isn’t ‘results at any cost.’ Guardrails—safety, trust, quality, stewardship, and the sacred environment we protect—remain non-negotiable.  OHI exists to improve the physical, mental, and spiritual well-being of everyone we touch, and we will make that mission measurable in our operations.

 What changes immediately: we’ll publish a small mission scoreboard with owners; major initiatives require a one-page outcome charter; commitments require a 72-hour proof step; meetings must end with decisions, owners, and dates—or they’ll be canceled.

 I will lead differently: I’ll ask for evidence, reward early truth, and enforce focus.  You’ll see the scoreboard and weekly operating rhythm within two weeks.  This is not blame—this is clarity and follow-through.

(References to mission + safe/sacred environment are based on OHI’s stated mission and positioning.) 

Q&A: Hard Questions + Clean Answers (Use Verbatim)

Q1: “Is this just another initiative that will fade?”

Answer:

“Fair question.  The difference is we’re changing the operating system: scoreboard, charters, proof steps, meeting rules, and decision rights.  Those are structural.  And leadership will be evaluated on running this system consistently.”

Q2: “Are you saying process doesn’t matter?”

Answer:

“Process matters when it protects our guardrails and guest experience.  What doesn’t matter is the process; the goal is the process.  Process is a tool; outcomes are the Obligation.”

Q3: “Will this become pressure without empowerment?”

Answer:

“It can’t.  That’s why decision rights and faster approvals are part of the rollout.  Accountability must come with authority and support—or it becomes unhealthy pressure.”

Q4: “What about cross-team dependencies?”

Answer:

“Dependencies are real.  Ownership still means making progress on what you control, escalating blockers early, and bringing options and recommendations.  Leadership will be responsible for removing recurring dependency bottlenecks.”

Q5: “Will quality suffer if we push for speed/results?”

Answer:

“No.  Outcomes and guardrails are paired.  If quality drops, we didn’t win.  Our values and guiding principles remain the standard for how we work.”

Q6: “How will performance reviews change?”

Answer:

“Within 90 days, you’ll see updated criteria: outcomes and measurable Impact will matter more, but always within guardrails and aligned with our values.  Details will be shared before implementation.”

The “Conversion Platform”: Many Steps to Shift from Process → Results (OHI-SD Version)

This is the step-by-step platform that makes the change stick:

·       Define mission-true outcomes (scoreboard) tied to holistic well-being and stewardship

·       Assign single-point ownership for each outcome

·       Standardize clarity with one-page Outcome Charters

·       Require early evidence (72-hour proof step)

·       Remove low-value activity (“Stop Doing” list + meeting rules)

·       Move decisions closer to the work (decision rights + response times)

·       Coach managers so the shift feels supported, not threatening

·       Update recognition/performance to reinforce outcomes + guardrails

·       Publish progress transparently (scoreboard before/after)

·       Scale what works using pilot “results zones.”

“A culture doesn’t convert by announcement—it converts by repeated proof.”

Optional Cues (Simple)

·       A Reset: From Activity to Outcomes

·       Why This Matters: Mission → Measurable Impact

·       Guardrails Stay Non-Negotiable

·       Process vs Results

·       What Changes Now

·       Mission Scoreboard (Owners + Targets)

·       Outcome Charter (One Page)

·       72-Hour Proof + Meeting Rules

·       Leadership Commitments

·       30/60/90 Day Rollout

·       Your 5 Commitments (Call to Action)

Closing: Inspiring + Mission-Forward (Best for Town Hall Close)

What we’re doing today is not a corporate “initiative.” It’s a commitment to make our mission measurable and unmistakable in how we serve—so every guest can feel the difference, not just hear about it.  OHI exists to be “a change agent for humankind” by improving the physical, mental, and spiritual well-being of everyone we touch, and we protect that work inside a safe and sacred environment where people come to heal.  Starting now, we will honor our guests—and honor your effort—by replacing busywork with outcomes, and by making evidence the language of progress.  We will keep our guardrails, our values, and our integrity intact, while becoming faster, clearer, and more focused.  Thank you for the heart you bring to this mission.  Now let’s prove, week by week, that what we do here changes lives for the better.

“Hope is not a plan.  Evidence is.”

“If the work is sacred, the results must be visible.”

“Clarity is kindness—especially in mission work.”