Excellence Competencies
While principles form the foundation for a world-class culture, actual performance depends upon developing and demonstrating competencies that reliably promote those principles. We help your organization develop seven core competencies that connect people with processes to produce world-class performance. Once these competencies are fully understood, an organization can better focus its efforts on employee selection, performance improvement and skills/career development.
These competencies, directly derived from Performance Excellence Competitive Principles, emphasize customer-focused, process-oriented logic. Management activities for both processes and for performers strongly support this logic.
|
Customer Perspective |
View the business through the eyes of its customers |
|
Core-Process
Orientation |
Stay focused on the processes that sell, make, deliver and service customer deliverables |
| Whole-Process Management |
Organize business processes to optimize process flows, ensure quality, guarantee efficiency and effectiveness and engender customer satisfaction |
|
Cross-functional Collaboration |
Prioritize whole-process performance over functional performance and promote team efforts that share responsibility for bottom-line results |
| Empowerment | Enable in-process problem-solving and decision-making |
|
Process
Management |
Systematically apply process controls, measurement and cross-functional management to process performance |
|
Behavior
Management |
Use positive reinforcement and manage consequences systematically to reinforce value-adding discretionary effort and strengthen performers' capabilities |
Revised:
April 14, 2008.
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