Commit to Excellence: The Nine Principles® of Organizational Excellence

It role-models
well-defined standards.

It positions service excellence as the
primary focus of the organization.

It reinforces the decision made by employees, partners, customers, and stakeholders to recommend our organization to others.

Measure the Important Things

It identifies what
our organization values.

It defines specific
measurable targets.

It determines
aligned tools and processes.

It maintains financial accountability by calculating
return on dollars/time invested to outcomes.

Build a Culture Around Service

It ensures that thoughtful processes
and procedures become the norm.

It ensures high-quality,
caring environments.

It invests in building relationships
with employees and stakeholders.

Create and Develop Leaders

It allows our organization to
hire top-performing leaders.

We develop aspiring new and existing leaders
on well-defined and aligned expectations.

It holds leaders accountable
for defined outcomes.

Focus on Employee Engagement

It gives employees
the opportunity for input.

It engages in professional
conversations to improve performance.

It recognizes improved
and high performance.

Build Individual Accountability

It aligns individual goals
and measures to those of the organization.

It moves the hockey stick curve
to a bell curve to present performance.

Align Behaviors With Goals and Values

It creates transparency
of results to develop trust.

It creates strategic organizational scorecards
to define priorities and provide clear direction.

It aligns strategic scorecards
throughout the organization.

It aligns short-cycle actions to results.

Communicate At All Levels

It speeds up the decision process.

It creates proactive behavior.

It improves working relationships.

Recognize and Reward Success

It creates win-win situations.

It never lets great work go unnoticed.

It recognizes behavior that merits following.

It makes showing gratitude
a part of the organizational culture.