Username    Password      Remember me Organizational Surveys Competency Surveys Communication Skills Series Management & Leadership Series Developing People & Performance Series Strategic Approach Series Companies that Align All Twelve Achieve Performance and Market Excellence—the Mark of "Best-in-Class" Competitors. All it Takes is: Market Orientation: does the company listen to customers? Vision, Mission and Strategy: have the company's mission and plans been identified and are they clearly understood? Culture: are all employees working toward the same goals? Standards and Procedures: are processes efficient and designed to serve the customer? Service Delivery: do company resources and training support internal and external customer service excellence? People Policies: are reward and recognition systems in place, and does the physical environment support employees' high performance? Climate: is internal communication open and morale high? Maintenance of Total Quality: is reducing errors, while maintaining highest product or service quality a priority? Leadership Practices: is management willing and able to bring the 12 key factors into alignment? Product Differentiation: has the company achieved market prominence as a result of its product, people and customer-focused service? Performance Tracking: is customer service performance measured and communicated regularly? Monitoring of the Environment: is the company monitoring the commercial, social and political aspects which affect its marketplace? Back SEE ALSO >>  Organizational Surveys | Competency Surveys | Communication Skills Series | Management & Leadership Series | Developing People & Performance Series | Strategic Approach Series
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