Business Philosophy - Pursuing Quality

Core belief: Quality pays off. See the evidence.

What do we mean by Quality?
The business achieves quality when it builds systems that create greater value for is customers. To achieve organizational success, the business:

• Identifies key performance indicators and measures progress
• Listens to and builds customer loyalty
• Reinforces trust in the workplace, thereby enabling employees to achieve quality

How does a business achieve quality?
Successful elements include the following:

• Build Customer Loyalty: The business has a variety of “listening posts” to solicit and incorporate feedback from its employees, external customers, suppliers, partners, and community. The needs of these “customers” are considered along with the needs of the business when making decisions. The business incorporates this into their product and strategies to satisfy their various customers and to build lasting relationships and loyalty.

• Take the Long-Term View: Leaders are focused on building the company’s success over the long-term. Leadership has the commitment and patience to “stay the course” in order to transform the organization as it evolves. Leadership has also developed a succession plan to sustain the business.

• Plan Ahead: A strategic planning process is used to develop the annual budget, short-term and long-term objectives. The planning process and initial draft budgets are designed by a team that includes HR perspectives. The planning process includes an environmental scan and engages stakeholders, including employees. The information reviewed and questions asked include a thoughtful analysis of the business results and organization performance. The budget and plan reflect challenges and opportunities facing the business and are effectively communicated to all employees. The short-term objectives are then converted into action plans to meet the budget and plan. Long-term objectives are reflected in performance projections.

• Strengthen HR Functions: The business has effective recruitment, development and retention strategies to meet their workforce needs. The business integrates its human resource plan with the business plan. The results of the strategic plan cascades through the organization, resulting in individual plans of the employees aligned with the factors that determine business success. Training topics include those that link and reinforce the business goals and strategies.

• Measure Performance: The business collects data and information about their product, market, customers, competitors and business results. The data is shared throughout the business and is analyzed so that it can drive changes.

• Commit to Continuous Improvement: The business employs a “plan, do, check, and act” or other closed loop feedback system to improve its product(s) and support processes based upon feedback from the market and from customers. Customer satisfaction is monitored and understood. Employee input is actively solicited and acted upon.

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