The Nine Principles® of Organizational Excellence

Commit to Excellence: The Nine Principles® of Organizational Excellence

1. COMMIT TO EXCELLENCE

Achieve high-performing results while living out mission and values.

WHY COMMIT TO EXCELLENCE?

values-and-standards

It role-models
well-defined standards.

service-excellence

It positions service excellence as the
primary focus of the organization.

Would recommend

It reinforces the decision made by employees, partners, customers, and stakeholders to recommend our organization to others.

TOOLS AND TACTICS

  1. Define what success looks like and how it’s measured.
  2. Create organizational values with key descriptors.
  3. Build consistency of leadership practices.
  4. Align systems and processes.
  5. Commit to senior leadership role modeling.

Measure the Important Things

2. MEASURE THE IMPORTANT THINGS

Assess current status and track progress toward goals.

WHY MEASURE THE IMPORTANT THINGS?

organizational values

It identifies what
our organization values.

measurable-targets

It defines specific
measurable targets.

aligned-tools-and-processes

It determines
aligned tools and processes.

financial-accountability

It maintains financial accountability by calculating
return on dollars/time invested to outcomes.

TOOLS AND TACTICS

  1. Focus outcomes on a well-balanced system.
  2. Apply metrics to core pillars: Quality & Engagement, People, Service, Finance.
  3. Align operational outcomes to job quality indicators.
  4. Create best place to work and service excellence outcomes to support employees and those choosing our organization as a service provider.

Build a Culture Around Service

3. BUILD A CULTURE AROUND SERVICE

Connect services to organizational values.

WHY BUILD A CULTURE AROUND SERVICE?

process-and-procedures

It ensures that thoughtful processes
and procedures become the norm.

caring-environments

It ensures high-quality,
caring environments.

building-relationships

It invests in building relationships
with employees and stakeholders.

TOOLS AND TACTICS

  1. Use a grassroots approach with high-performing staff to create standards of practices for service excellence.
  2. Administer stakeholder satisfaction surveys to apply a results roll out process and create action plans.
  3. Integrate a peer staff training model to develop customer care skills.
  4. Apply Service Check-Ins to improve services.
  5. Use preference cards to know how to engage.

Create and Develop Leaders

4. CREATE AND DEVELOP LEADERS

Make leadership development a priority.

WHY CREATE AND DEVELOP LEADERS?

high-performing-leaders

It allows our organization to
hire top-performing leaders.

aligned-expectations

We develop aspiring new and existing leaders
on well-defined and aligned expectations.

defined-outcomes

It holds leaders accountable
for defined outcomes.

TOOLS AND TACTICS

  1. Hold Leadership Development Institutes.
  2. Apply an outcomes-based Leader Evaluation System.
  3. Initiate an emerging leaders seminar to build a succession plan.

Focus on Employee Engagement

5. FOCUS ON EMPLOYEE ENGAGEMENT

Build a top-performing workforce.

WHY FOCUS ON EMPLOYEE ENGAGEMENT?

employee-input

It gives employees
the opportunity for input.

employee-conversations

It engages in professional
conversations to improve performance.

employee-recognition

It recognizes improved
and high performance.

TOOLS AND TACTICS

Apply tactics such as:

  1. Performance-based peer interviews.
  2. 30/90 day conversations.
  3. Leader rounding/Leader Check-Ins.
  4. Professional performance conversations.
  5. Employee engagement survey results roll out.
  6. Employee forums

Build Individual Accountability

6. BUILD INDIVIDUAL ACCOUNTABILITY

Create a self-motivated workforce.

WHY BUILD INDIVIDUAL ACCOUNTABILITY?

individual-alignment-to-organization

It aligns individual goals
and measures to those of the organization.

bell-curve

It moves the hockey stick curve
to a bell curve to present performance.

TOOLS AND TACTICS

  1. Integrate at least 75% of measurable outcomes into leader evaluation systems.
  2. Develop individual 90-day plans.
  3. Develop individual performance improvement plans.

Align Behaviors With Goals and Values

7. ALIGN BEHAVIORS WITH GOALS AND VALUES

Align leadership and resources.

WHY ALIGN BEHAVIORS WITH GOALS AND VALUES?

results-transparency

It creates transparency
of results to develop trust.

clear-direction

It creates strategic organizational scorecards
to define priorities and provide clear direction.

aligned-scorecards

It aligns strategic scorecards
throughout the organization.

short-cycle-actions

It aligns short-cycle actions to results.

TOOLS AND TACTICS

  1. Apply an Evidence-Based Leadership Scorecard process to define the 8 to 10 core metrics aligned to core pillars.
  2. Define annual outcomes.
  3. Determine the 20% of actions that will produce 80% of the results.
  4. Create and monitor progress and in-process metrics using a short-cycle results process.
  5. Integrate core metrics, and weight the priorities on leader evaluations.
  6. Apply process improvement tools.

Communicate At All Levels

8. COMMUNICATE AT ALL LEVELS

Show why, then describe what and how.

WHY COMMUNICATE AT ALL LEVELS?

decision-process

It speeds up the decision process.

proactive-behavior

It creates proactive behavior.

working-relationships

It improves working relationships.

TOOLS AND TACTICS

Apply tools such as:

  1. Why, What, How protocol
  2. Key words at key times
  3. AIDET®
  4. Stoplight Report
  5. Town Halls/Employee forums
  6. Cascading messages protocol
  7. Effective meeting tools

Recognize and Reward Success

9. RECOGNIZE AND REWARD SUCCESS

Everyone makes a difference.

WHY RECOGNIZE AND REWARD SUCCESS?

win-win

It creates win-win situations.

great-work

It never lets great work go unnoticed.

proactive-behavior

It recognizes behavior that merits following.

gratitude

It makes showing gratitude
a part of the organizational culture.

TOOLS AND TACTICS

Apply tactics and tools for giving specific feedback:

  1. Thank you notes
  2. WOW cards
  3. Manage Up
  4. Awards aligned to performance outcomes
  5. Harvest wins to communicate what right looks like
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