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Focus Your People on Performing for the Customer
Focus Your People on Performing for the Customer
February 27, 2001
"In today's world, the customers run the business. Ultimately, that's who we all report to. Those people who pay the bills are the real boss, so that's who we have to please. And they're becoming more demanding, more unforgiving, with every passing day.
Since the people we serve and sell to are truly who's in charge, a customer orientation should drive all of the organization's activities. We need to start with the customer's wishes with what they want from us, with what they consider value.
It's not our opinion that counts. As the supplier, our perspective on what represents value, quality, or worthwhile work may be quite different from the customers' thinking. But if we're smart, and if we take a process-centered approach, we'll start by determining what customers really want from us. Then we'll move backward from there (Pritchett, 1999, p. 14). "
Reference: Pritchett, P. (1999). Managing sideways: A process-driven approach for building the corporate energy level and becoming an "alpha company." ESP Solutions
Who is truly in charge of your organization?
* Managing Sideways is available on loan at the OSU Leadership Center. A listing of all the Leadership Center's resources is available on our website www.ag.ohio-state.edu/~leaders
Created: 2009-01-02, Updated: 2009-01-15
