“We are what we repeatedly do. Excellence, then, is not an act, but a habit”, was the wise teaching of one of the pioneers of Western philosophical thought, Aristotle. Down the ages some of the most successful companies and household names have done precisely that – striven to make excellence not a one time act or exercise in self congratulation but a habit. A race of continual self improvement in which there is no finish line. A leap for constant higher standards in which the bar keeps getting raised. An unwavering commitment to quality that is non negotiable even in the face of the unrelenting double whammies of rising costs and shrinking margins.
It is also a reality that majority of companies struggle to create and sustain a culture of excellence. Often the root cause behind this unending struggle and at times an acceptance of mediocrity lies in internal weaknesses. Such as high staff turnover, dysfunctional teams, uninspiring leadership, unrealistic goals forced on unempowered employees, inability to manage change, risk averse attitudes, inconsistent implementation standards, insufficient understanding of trends in the marketplace especially those relating to consumer behavior and preferences.
Perhaps the most visible victim of falling standards is customer service. Few companies have been able to construct and sustain a true culture of customer service excellence in which all components of the service experience – from promise to delivery, from complaint to redressal, from frontline to backoffice, from convenience to innovation, from hardware to the human touch – are managed in a synergistic manner. That places the customer at the centre of oganizational strategy, thinking and action. Day in and Day Out. Without excuses or compromises.
In emerging markets like Indonesia strategies, no matter how brilliant, cannot succeed unless backed by a culture of excellence. Excellence in implementation & execution, in product & service delivery, in knowledge creation & retention and in the development of strong institutional bonds and pride. In times of wafer thin margins and soaring input costs excellence also translates into higher productivity, operational leanness and employees adept at multi-tasking and problem solving.
Our research shows that excellence is one of the key factors drawing the large generation of young employees to companies. And conversely failing standards of excellence are amongst the major reasons why talented youngsters leave after quickly becoming disillusioned. If your organization is facing high staff turnover levels amongst your young employees then turn to IndonesiaWISE for timely and proactive support.
IndonesiaWISE can help companies create such a culture of excellence and monitor and enhance specific aspects of it that are crucial to long term competitive advantage. The four pillars of excellence that we can help you strengthen include –
• Implementation & Efficiency Excellence
• Risk Management Excellence
• Relationship Management Excellence
• Teamwork Excellence
IndonesiaWISE can provide insights and advice in these crucial areas by becoming your long term strategic partner or doing project specific assignments. We also offer specially designed management development programs in these vital areas designed to enhance the management skills & capabilities of your key talent pool thereby transforming them into winners and leaders of tomorrow. For further information and to arrange a special customized de-brief please contact information@IndonesiaWISE.com