The High Performance Company requires three specific characteristics to set itself apart from the average and from just being “good.” A great company must have the following three elements:
- Clear Vision
- High Performing Teams
- A Disciplined Culture
This blog discusses discipline in more detail.
Basically, discipline is just doing what you said you are going to do. Discipline involves delivering on your brand promise every single time, such that it is ingrained and woven into the fabric of the firm, and is second nature and expected. In fact, over delivering on the promise, within financial constraints, is more the norm than the exception.
All companies talk about quality, excellence, on time/on budget and being the best, but most fail to deliver on these claims due to a lack of consistent discipline in the organization. There are four characteristics required to achieve the level of discipline needed to build a High Performing Company (HPC): plan, demand, execute and share.
PLAN
A plan is a method of acting, doing, making, proceeding, etc., developed in advance. Prior to executing what you agreed to do, all the T’s are crossed and I’s are dotted; nothing is left to chance or interpretation. How many times have we disappointed a client because our deliverable wasn’t what they expected or wasn’t exactly what they wanted? It happens all the time! We start work without a contract and with a verbal understanding that both of us think we clearly understand, only to find out later that wasn’t the case. Our own personal biases and historical experiences get in the way of exactly understanding what was agreed upon. This can all be avoided with a signed written agreement with clearly identified expectations of cost, quality and schedule. Disciplined companies have effective management tools and systems in place that are an integral part of the process in planning the deliverable to the client, always!
DEMAND
When there is a high level of confidence in the product or service, management can make demands, both internally and externally. From those within the organization, we should demand a commitment to excellence in all the actions necessary to deliver on the brand promise, whether it is a six sigma quality program, Llean manufacturing, ISO certification, OSHA safety, design excellence or optimum construction. Without a healthy bottom line and reasonable profits, there is no way to invest back into the organization, so we need to demand that our associates work smart and efficiently, communicating that profits are good thing! From the clients or others external to the firm, we can then demand on-time payment, on-time responses on information needed, trust and loyalty.
EXECUTE
Here is where the rubber meets the road; are you delivering on your promise? Are you executing your agreement to the client’s expectation, and more? Are you doing what you said you were going to do? A culture of meeting and exceeding goals, of keeping clients happy and relationships strong through performance leads to repeat business and being referred to for future opportunities. Having been in business for 27 years, I understand that sometimes bad things happen. But when they do, hopefully it is an exception, and you are known primarily for delivering quality, on time and on budget!
SHARE
I am a firm believer that success needs to be shared with those that help create it. Obviously what comes to mind first is sharing the financial success of the company with everyone involved through bonuses and incentives; however, it is very rewarding to also recognize those who led the charge in front of their peers, both inside and outside the organization. This can actually be accomplished in a genuine and humble manner, always recognizing that it usually is a team effort led by a leader. Jim Collins talks about mirror/window maturity: as leaders take the blame when something wrong happens (looking in a mirror), and give the credit to those in your team when good stuff happens (looking through a window).
Dan Sullivan from the Strategic Coach Program explains that there are four referability rules:
- Be on time: respect everyone’s time.
- Say please and thank you.
- Finish what you start.
- Do what you say you are going to do.
It is really that simple!