They must be motivated, trained and satisfied if they are to serve our customers well. It is not enough to talk about customer satisfaction. We must set measurable goals, communicate them throughout our organization, regularly and systematically gauge our progress against these goals, and take action to continuously improve our performance. Anytime we learn we are falling short, we have an opportunity to improve. Anytime we learn we are meeting or exceeding standards, we have an opportunity to set higher standards.
Continuous improvement is the responsibility of everyone in our organization.
It starts with a willingness to learn from people within and outside our organization. Effective communication within our organization is essential to continuous improvement. Constructive criticism is a positive step toward a solution, not a negative spotlight on a mistake, We learn from our failures as well as from our successes. Creating energized, empowered teams is the best catalyst for improving an organization. Motivated teams can produce extraordinary results - results that exceed those achieved by individuals or less cohesive groups.