During a twelve-day period of time, I will be posting daily one of the Twelve Principles of Quality Leadership followed by some questions you, as a leader, may wish to ask yourself.
Hopefully the description and inquiry will cause you to think about how you lead and what you may need to do to improve your leadership.
And don’t forget to post some commentary. It can be a learning process for us all.
THE TWELVE PRINCIPLES OF QUALITY LEADERSHIP
Systems, Leadership, and Teams
QUESTIONS FOR LEADERS
Principle 2. HAVE A CUSTOMER ORIENTATION AND FOCUS TOWARD EMPLOYEES AND CITIZENS.
A customer orientation and focus means that we listen to our customers. Customers may be citizens, elected officials, employees, or interest groups. As supervisors and managers our direct customers are our employees who provide service to their customers — the citizens and taxpayers. Listening and being responsive to citizens is our goal. There are, of course, a number of parameters — the law, ethics, and budgetary constraints. In this new era of community policing listening to the customer is a vital part of the job. It is a change. Professionals today do not have the exclusive market anymore of knowing what is best for their patients, clients, or customers. Today, people want to be heard and participate.
a. Who are your customers?
b. Who are persons in your organization who could consider you their customer?
c. How could you get honest feedback from your customers?
d. How could this make your job easier?
[From The New Quality Leadership Workbook, by Couper and Lobitz. To be published this year.]