Examples of expectations of a world-class organization....
The database of expectations of a world-class organization is
structured into five themes:
Partnership Challenges: What clients
(and internal customers) expect of us related to their business and
their relationship with the organization (but not the delivery of the
organization's products and services).
Resource Management Challenges: How
our resources (money, time, etc.) are created, utilized, and tracked.
Product Design Challenges: What we do
to design, build, and deliver products which customers will then own.
Operational Services Challenges: How
we provide ongoing services, both to clients and internally.
People Management Challenges: The way
the organization treats its staff.
The expectations are further structured into major principles with
corollaries under them.
Each statement implicitly begins with the phrase: "Our organization
is expected to...."
A few examples from the actual database are shown here on this web
site. Note that this is just a small sampling, and is out of the context
of the entire vision of how world-class organizations work. In many
cases, we offer major principles without the corollaries underneath them
that provide the practical details.
