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DEVELOPING
THE THINKING
ORGANIZATION
Welcome
to the fourth instalment in our six-part series, Developing the
Learning Organization. This issue deals with developing quality
systems. Systems are the core of organizational functions.
(Here
are Part 1, Part
2 and Part 3 if
you missed them.)
Quality Systems
 ocus
is the root of success! How do we focus? Easy! We create systems
to achieve the results we want. With a variety of steps that we
move through systematically, we will see the desired results.
Goals...
Base
your goals on the competencies. The initial step of focusing is
to ensure direction.
- make
1000 sales totalling $500,000 in the next six months and win
a trip to Vancouver to celebrate
Quality...
What standards are needed to ensure the quality of the system
is acceptable?
- all
incoming phone calls will be answered by the 2nd ring
Customer
Retention...
Which systems do customers find helpful and which are derailing
customer needs? By surveying customers you can easily discover
what they do and do not want.
- survey
both existing and potential customers about "best practice"
service and implement the findings.
Core
Competencies...
Know the technology, skills and knowledge necessary to provide
value to customers.
- explore
the "standards" set in other companies within your
industry and other industries to create internal systems - especially
focusing on added value to customers
Improvement...
Explore all the problems expressed and find solutions. Basically,
find these answers for each separate department: procurement,
production, after sales servicing, etc.
- Sales
Department - explore the systems that are not focusing on customer
solutions and revamp the systems so they serve the customer
better.
Join
us in January for the 5th instalment in this series.
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