FOR PROF.MACQUEEN (5)

Operational excellence does not arise out of luck or chance but rather through the development and implementation of appropriate institutional systems that guides entities to prosperity. Numerous systems must be incorporated, but possibly none is as important as the underlying array of principles embraced by organizations. To understand the prerequisites for sustained operational excellence, marketers often refer to Leonard Berry’s Success Sustainability Model. This model was developed in order to learn about the practices of top-performing service organizations.

 

The Drivers of Leonard Berry’s Success Sustainability Model is depicted as a circular diagram containing nine boxes that denote drivers of excellence. Eight of these drivers exist:

Strategic focus;

Execution excellence;

Control of destiny;

Trust-based relationships;

Investment in employee success;

Acting small;

Brand cultivation; and

Generosity.

Value-driven leadership serves as the foundation or root of all other drivers of excellence. Values represent the core beliefs held by organizations. If these values are not strong, sustainable success cannot be achieved.

More importantly, entities seeking sustained success must posses seven core values:

Excellence,

Innovation,

Joy,

Teamwork,

Respect,

Integrity, and

Social Profit.

These values must be actively communicated by leaders, demonstrated through value-laden actions, and cultivated to achieve excellence. By embracing these values, healthcare organizations establish solid institutional foundations that foster excellence.

Next slide.

3

Check Your Understanding