Learning Objectives
Define a vision and the desired link between a personal vision and an organizations vision Describe the characteristics of a shared vision Detail the question that core values answer and how the vision, mission, and core values fit together in an organization
Shared Vision
Core values of employing organization must be genuinely reflected by employees Reflection of both individual visions and the collective shared vision of the group Organizational and personal visions evolve
Enrollment
Freedom to choose; not buy in Easy if personal vision in line with organizations The leader enrolls first, others will follow A shared vision is based on trust and placing the needs, wants, and expectations of others first
2006 Pearson Education, Inc. Upper Saddle River, NJ 07458
Vision
Visions are crafted by discussing the completion of this statement: The vision of the [organization] is to be [state what we want to create to complete this sentence]
Mission
A mission statement answers the questions:
Why do we exist? What is our purpose? In what interest do we function/operate?
The mission seeks to clarify why the organization exists, and how the organization adds value A mission is often expressed in terms of what we are in business to do or the line of work we are in
Managing for Quality in the Hospitality Industry King/Cichy 2006 Pearson Education, Inc. Upper Saddle River, NJ 07458
Mission (cont.)
A mission is crafted by discussing the completion of this statement: the mission of the [organization] is to be [state the purpose for internal customers/ associates] [state the purpose for external customers] [state the purpose for partners/suppliers] [state the purpose for the community] [state the purpose about financial expectations]
Core Values
How do we want to act? Behaviors important to the organization Helps determine our morals and decide which commitments we are willing to make Guides our interactions with others
Core Values-Examples
Customer Satisfaction Merit Credibility Efficiency Honesty Quality Integrity Service Loyalty Personal Development Mutual Respect Improvement
2006 Pearson Education, Inc. Upper Saddle River, NJ 07458
Core Values
The core values of the organization are surfaced by discussing the completion of this statement: The core values of the [organization] are [state the ways that we will act/how we will behave] ______________, ______________, ______________, ______________, ______________, ______________, ______________, ______________, ______________, ______________, ______________, ______________, and ______________.
Core Values
Discover values through benchmarking Model values of most admired leaders Vision, mission, and core values tell others why we exist, how we think, and how we act
What? (the vision) Why? (the mission) How we act? (the core values) Together: what we believe in
2006 Pearson Education, Inc. Upper Saddle River, NJ 07458
Self-Knowledge
Requires honesty with oneself and the ability to accept feedback from others Clarify personal values by asking:
What values are attractive to me in others (historic and modern day leaders, role models) and why? Who do I admire and why? Who do I try to emulate because I respect them? What do I believe in and why? What do I stand for and why?
Organizations Values
Ask and answer the following questions to clarify the organizations values:
What values are attractive to our organization in other organizations (e.g., leaders in our industry) and why? Who do we admire most in our industry segment and why? Which organization(s) does our organization try to emulate because we respect the other organization(s)?
Building Commitment
This strategic quality planning process will be worth the effort if we _________________ People commit if they are involved Each person must be clear about their goal The vision must be compelling
Strategic Goals
Action plans and identify with a prime mover to drive the goal Each goal has a time frame indicating start and end date Broad definitions of how the organization intends to assign resources to move toward the mission and vision Describe how people intend to focus
2006 Pearson Education, Inc. Upper Saddle River, NJ 07458
Critical Processes
Necessary to meet present and future needs of organizations customers Human resources processes CQI process Detroit Athletic Club (DAC) Five Points of Hospitality
Greet Anticipate Instill Suggest discuss-take action- follow-up Continuously improving
Strategic Results
Begin with vision, mission, and core values Agree that the vision, mission, and core values accurately reflect what we want to create, why we exist, and how we act S.W.O.T. Analysis Develop a wish list for the next one, three, and five years
2006 Pearson Education, Inc. Upper Saddle River, NJ 07458
Building Commitment
The process of planning is relatively easy compared to the process of building commitment for the strategic quality plan.
Building Commitment
Some questions to ask at the onset of the planning process include the following:
What is my personal definition of quality? What is our internal customers definition of quality? What is our external customers definition of quality? How does our organizations definition of quality fit with these definitions? How does our organization survive?
Summary
Strategic quality planning is the core process in any high performance service organization Processes should be continuously improved Strategic quality planning embedded in all processes
Summary (cont.)
Other processes are derived from the organizations strategic quality planning process The strategic quality planning process is the heart and soul of the organization
Key Terms
Balanced Score Card (BSC) Benchmarking Building Commitment Core Values Statement
Detroit Athletic Club Website: http://www.thedac.com/ HDS Services Website www.hdsservices.com RARE Hospitality International, Inc. Website: http://www. rarehospitality.com
http://www.co.mecklenburg.nc.us/cobudget/pdf/Introduction/StrategicQualPlan01.