Excellence and management are thought normally to go hand in hand. Should be in theory but is more a goal to achieve than an automatic consequence.
Today we focus on the topic of excellence and what it means to us as people managers.
To properly steer our organisation it is essential to create a shared and accepted vision of what excellence represents for all of us: the clearer and shared it is, the less grey areas you will have and the more aligned will be your action.
And excellence is not the same thing for everyone ranging from an annoying problem to something even more important is for those who have the opportunity to interact in various ways with the customer, where excellence is the differentiating factor between surviving passively and “managing a service”.
As usual, we will try to define a concept by asking yourself the correct questions that define it:
- Behaviours in action. what are the behaviours that demonstrate excellence in service, whether it is internal or customer oriented? What should a stranger in your office / work environment see in order to associate with an excellent work? Remember that in the details lies the pattern to be perfect. Work, identify and refine your findings, then start over.
- How will you call a perfect work? What times and what indications denote excellent service delivered by your team? It is that everything, as in a great fundamental, is in sync and therefore that the timing of the actions of the team members are coherent and aimed at the same objectives? or are you facing some inefficiencies?
- Anticipate, don’t react. What elements denote proactivity in the work we do everyday? And which ones can be reviewed in order to provide a perfect work within the specifications of our contract or project?
- Communicate. From the point of view of communication, how do we make ourselves visible to the internal or external customer so that he associates good service with us?
- Develop consistently. What does our team for operational excellence need to do in terms of development?
Create a shared vision, based on virtuous behaviour, help everyone be on the same page and act the same is the key to excellence
