LDQ training material customer service to share 1

key elements form the foundation for Achieving Business Excellence... quality product Solid financials inevitable Change is... you need to have a solid handle on your financials If you

key elements

form the foundation

for Achieving Business

Excellence

quality

product

Solid financials inevitable Change is

1 you must produce a high-quality product or service

All sustainable business success is built on delivering real value

to the customer—period

2 you need to have a solid handle on your financials

If you aren’t managing cash flow, you won’t be managing much for long!

3 change is inevitable

Markets shift, consumer preferences change, new competitors appear, technology advances—and so must you

common elements for great companies

vivid vision

1 vivid vision:

A clear and well-thought-out vision of what you are trying to create that is exceptionally well communicated to everyone involved.

Imagine photo by jeffpearce

http://www.flickr.com/photos/jeffpearce/473580035/

John Lennon’s Imagine is a vision “Imagine all the people living life in peace”.

It is clear and well-thought-out vision of what he was trying to create

and is exceptionally well communicated to everyone involved

– to millions of people around the globe

1.

vivid vision

2

best people

2 best people:

Superior talents who are also masters of collaboration

2

best people

The winning sports teams, like Brasil’s soccer team, are full of stars.But the stars are not enough unless they play as a team!

3 a performance-oriented culture

3 a performance-oriented culture:

One that demands flawless operational execution, encourages constant improvement and innovation, and completely refuses to tolerate mediocrity or lack

of accountability

Toyota and Lexus are perfect examples of a culture which

demands flawless operational execution,

encourages constant improvement and innovation,

and completely refuses to tolerate mediocrity

3 a performance-oriented culture

4 robust communication

A healthy family needs open, honest, frank and courageous, communication

“in sickness or health, for better or worse”

Same applies to successful businesses, for both their internal and external

communication, for better and worse messages

4 robust communication

5 a sense of urgency

5 a sense of urgency:

The strong desire to get the important things done while never wasting time on the trivial

When you need a first aid kit, you have

a strong desire to get the important things done

while never wasting time on the trivial

The kit contains just what you need, and nothing unnecessary

5 a sense of

urgency

6

extreme

customer focus

6 extreme customer focus:

Owning the voice of the customer and delivering what customers consider truly valuable

is an expert on customer focus.

He knows what you need, he creates

an instant need among children, and

he is able charge premium price

Achieving Business Excellence