Times are challenging and customers’ needs change constantly. And at the same time your customers still expect world-class service. As an organization you expect service provision to benefit both your customers and your company. Not only do you want to deliver a superior customer experience that meets or exceeds requirements, you want to accelerate profitable growth while doing it. That becomes even more critical when it comes to staying ahead of the competition.
Organizations need a workplace where teamwork, problem-solving, and dedicated leadership result in continuous improvement throughout the organization. The process includes focusing on customer needs, keeping employees positive and empowered, and continually improving ongoing workplace activities. Operational Excellence affects the entire organization. From the executive suite to the factory floor, it involves every person at every level. Every employee must be committed to doing the things that bring value to the entire organization and its stakeholders.
Delivering a superior customer experience and developing organizational performance requires employees to exhibit behaviors that directly contribute to internal or external customer expectations and that achieve a mindset of continuous improvement. It needs leadership behavior that maximizes human potential through positive reinforcement and influencing strategies that lead to measurable and ongoing performance improvement. Our method for Behavioral Excellence can be seamlessly integrated with existing improvement methods and frameworks like Lean & Six Sigma, and it increases their effects by ensuring measurable and sustainable behavior change.
Our method for improving leadership and maximizing employee performance is based on behavioral science with best practices and insights from behavior analysis, positive psychology, and management science. It delivers a robust and practical strategy for creating an environment where people excel and are at their very best - day after day.