Miller: "Operational excellence is a mindset, not a methodology."
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We know who our target customers are and the value that we can offer them.
We help our existing customers become ambassadors for our organization.
We stratify our customers and treat each customer segment differently.
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6. Employee Empowerment and Retention
We empower employees to practice excellence on the front lines by allowing them the freedom to make decisions and fail.
We identify and cultivate our top potential employees and give them additional responsibility and recognition.
We are an organization that people line up to join.
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7. Brand Recognition
New customers seek us out.
We are well known by our customers and prospective customers.
We are actively involved in helping advance our industry and our community.
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8. Operational Excellence
We align our daily tactics with the overall strategy of the organization and can measure how those tactics help us execute the strategy.
We encourage employees to challenge the status quo and use common sense and good judgment.
We look for money and performance boosts in area that other organizations don't normally look.
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9. Innovating and Collaborating
We measure the adoption rate of new ideas and the impact they have on overall company performance (ie. a Vitality index).
We foster an environment that encourages employees, suppliers, customers, and business partners to bring new ideas forward.
We encourage collaboration, both internal and external, to broaden the impact of ideas.
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If you scored nine or less for any particular section, you have a tremendous amount of opportunity for growth and should be developing strategies on how you will use that lever to increase revenues and ultimately, profits.
