The Importance of Relationships

 

Harry Hertz, director of the Baldrige Performance Excellence Conference, is always insightful and the remarks he made following the recent natioanl conference made we think about how these principles apply to IPS.  Aren't we really about relationships?


Harry, says, "these are challenging times for all organizations. The unique blend of Baldrige Award recipients in 2012 (Lockheed Martin Missiles and Fire Control—large manufacturing; MESA—small business/manufacturing; North Mississippi Health Services—large health care system; and the City of Irving, Texas— municipal government) allowed me to observe a set of commonalities that represent “universal truths” that are independent of sector. While the following two key themes were not necessarily stated directly in conference presentations, I found a profound commonality in the mindsets and operations of the very different enterprises.

• The importance of relationships and transparency: These two concepts are foundational to the sustainability of an organization or enterprise. Role-model organizations strive to build strong and supportive relationships with employees, customers, partners, and key suppliers. A key to building these strong relationships is transparency and openness in all aspects of the relationship. If transparency and relationships are strong, trust between people and organizations are built, and there is a basis for both longevity in the relationship and commitment to allegiance and support through periods of change.

• The logic chain of purpose → employee → customer → strategy (implementation): With a clear, meaningful, and well-communicated sense of purpose, an organization can gain an enduring sense of commitment from employees. That commitment leads to employees building strong customer relationships and loyalty. Furthermore, that loyalty from employees and customers engenders support at all levels in both groups for the organization’s strategy and its implementation. This is particularly important in times of rapidly changing external environments that require agility, trust, and commitment as strategy and, therefore, strategy implementation change."

Yes, I think this is the foundation for all we do in IPS.