The Excellent Organization

• What defines an excellent organization?
  A bias for action
  close to the customer
  autonomy & entrepreneurship
  productivity through people
  hands on value driven
  stick to knitting
  simple form learn staff
  simultaneous loose – tight properties
• A bias for action:
  Fast decision making
  Experiment & Implement
  End result is in mind
• Close to the Customer
  
  Learn from who you serve
  Good service is the norm
  Customers are involved
• Autonomy & Entrepreneurship
  Practical risk taking
  Innovation
  Opportunity spotting
• Productivity through People
  People are the source of quality
  Respect for the individual
  Appropriate training & support
• Hands-on, value driven
  Values are clear and communicated
  Management walk the talk
• Stick to the knitting
  Stay close to the business that you know
  Develop and utilize expertise
• Simple form - lean staff
  Straightforward and simple structure
  Top level staffs are lean
• Simultaneous loose-tight properties
  Decentralization of functions
  Central belief system based on values
• What is Excellence ?
  Excellence is defined as outstanding practice in managing the organization and achieving results, based on the following fundamental concepts:
  Results orientation
  Customer Focus
  Leadership & Constancy of Purpose
  Management by Processes & Facts
  People development and involvement
  Continuous learning, innovation & improvement
  Partnership development
  Public responsibility
• Why Do We Need Excellence ?
  Excellence allows organizations to:
  Meet customers expectations
  Survive in the competitive environment
  Focus on core competencies