Passionate Employees Driving Operational Excellence

Have you ever thought, "What are the key elements that drive outstanding performance?"

Of course, having quality products and procedures is two of those crucial components, but those are only two legs of a three-legged stool. Although I firmly believe that effective goods/services and procedures are essential to success, in my opinion, there is a deeper and more fundamental factor that drives a business to achieve exceptional performance. The most significant aspect is having employees that genuinely care about their work and the goods or services they are accountable for.

In spite of having only a few of their quality system components codified, many of the businesses I've visited over the years have a caring culture permeating the entire operation. Because their employees cared about what they were doing, they regularly delivered high-quality goods on time. They were aware of the consequences of not giving it their all.

It's not a new idea to care. It was referred to as "pride in workmanship" by the late Dr. W. Edwards Deming (see Point 12 of Deming's 14 Points for Management).?Many companies still have difficulty creating an environment in which people have pride in workmanship or sustaining a culture where people really care about what they are doing. For these companies, the culture is counterproductive and seems doomed to mediocrity.

Over the years, I've been to a lot of groups. In turn, I'm not awed by the number of plaques that hang on their walls. I interact with the employees of a company to learn how they truly feel about quality and customer service, which more properly reflects whether they are invested in their work. If their staff genuinely care, it is obvious and can be seen in many different ways. The organization as a whole is built on a foundation of compassion. But if people don't care, it really doesn't matter what kinds of systems or goods they have, how many plaques they have hanging on the walls, or what sort of products they have; they will never attain the level of performance required for everyone to succeed.

A strong foundation is built by caring. which a solid framework for performance excellence can be built. However, this foundation needs to be created, fostered and sustained all the way to the summit. If there isn't a foundation of care, individuals in positions of authority need to work to transform the culture, beginning at the corner office.