January - 2015

In our last issue, we determined it is critical for organizations to create alignment between all levels of employees if they wish to achieve organizational excellence.


In Part 2 of this issue, three critical areas of concern that lead to loyal customers are highlighted. These categories provide the foundation for deeper measurement. Ask today how D.I.A.L.O.G can help you measure organizational excellence. 


Patrick S. "Coach" Frazier

Patrick S. Frazier, CBC
The Coaching Authority
(574) 286-1123

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Organizational Excellence...How Do You Achieve It? Part 2 
There are three critical components of an organization that, when focused on, help develop a well-structured, strong, and customer-focused organization


1. Strategic planning. An organization needs to have a Strategic Plan, and we take it one step further, they need to operationalize their strategic plan-making sure that everyone knows what part they play in the overall scheme of things and how their role/department impacts their satisfied loyal customer base. 


2. Management systems (or the people side of an organization). The people in an organization need to possess the appropriate attitudes and behaviors necessary to   implement the organization's plan and positively impact their customer base.

3. Processes.The organization must develop the needed processes or modify the existing processes from a lean or value added standpoint.


If you provide sufficient focus in all three of these areas, you will be well on the road to creating Loyal Customers who come back to you and refer you to others.


On the surface, those three components seem easy to achieve. You have a plan, your people have good attitudes (most days), and you don't think they waste time or money on unnecessary processes. And yet there are still those days when you wonder just what your people did all day.


How can you tell if that awesome plan you spent hours laboring over is really driving the efforts of your people? An organizational assessment can help. What type of assessment should you seek?


When choosing an organizational assessment tool, look for one that allows your people to share their opinions on key areas in your company, such as:

  • Leadership
  • Strategic Planning
  • Customer and Market Focus
  • Measurement, Analysis, and Knowledge Management
  • Human Resource Focus
  • Process Management
  • Business Results
  • Sustainability

Allowing your people to evaluate themselves in these eight categories will give you a snapshot of how effective they will be in achieving company goals. Use the gathered data to help you identify where there are gaps between what you THINK to be true and what your people are TELLING you is true.


And one final word of advice: Don't let this good data go to waste. Be sure you create a feedback mechanism for your entire staff. There's nothing that will disengage your people faster than having them take an assessment without knowing the outcome.



 Contact us to learn more about how organizational excellence 

can benefit you AND your people.