Processes and policies are great. But what philosophy are they based on?
If everyone knows the philosophy, then decisions come easy.
“We make every customer happy, no matter what”.
“We will never have to tell a customer an item is back-ordered.”
“We give each customer a cheerful experience when they come into our store.”
“We always get the work done the day we said we would.”
What is your philosophy?
Thought provoking post, Larry. In these terms, I’ve found that philosophy (the ‘why’ of what we do) provides the context through which processes and policies are executed, which then aligns them with the purpose of execution (the intent of what we do).
Thanks for the trigger to ponder that relationship between why and what.
Have a Great Day!
Ours at Flying Pie Pizza was “Make their visit the highlight of their week”
The creative solution to make that happen was an invitation to knock their socks off.
“We do what we say we will do”
We give WOW! service to all of our customers in every element of our work, and to each other as peers.
We do what we say we will do, no matter what, and we will never knowingly do something wrong.