Anyone else on the "journey of excellence?"

My hospital has had us all go to an 8 hour class filled with talk of scripting, spouting out "can I get you anything, I have the time ?" They are supposedly turning the pyramid upside down in the hospital, meaning that we as the staff nurses and others on the floor are bosses. They said that administration would be found picking up trash, etc. My question during the class was which member of administration would come in to help us when our staffing is poor...no volunteers. Just wondering if anyone else was being subjected to this, in an ideal situation it would all be a good idea but they should first improve staffing/salary and they will see the biggest increase in smiling happy nurses.