Publisher's Synopsis
MASTERING EXCELLENCE is for leaders with high expectations, a vision of the possible and urgency to improve the lives of many others. Robin Lawton provides you with a new way to think about work and customers, and an elegantly simple framework with tools you can immediately apply to transform your organization and your role in it. Based on the author's 30 years of work with organizations of all kinds and sizes, including multi-nationals, small start-ups, government agencies, healthcare, education and defense, you get an engaging and practical road map to dramatic change you would not think possible. There are many approaches to change. Most emphasize process improvement. They use tools that are statistical, analytical and operational in nature and assume that the absence of things gone wrong is equivalent to achieving excellence. That focuses on minimums, not optimums; compliance and consistency, not aspiration and possibility. Virtually none provides an integrated strategic system that begins with articulating purpose from the customer's perspective, uses linguistics to reveal and destroy the communication ambiguities we allow to persist, and redefines knowledge and service work in tangible, countable ways we can employ for creating excellence by design. This book, including more than twenty Leader's Actions exercises, does that and far more.As the CEO, executive change leader or consultant to leadership, you want customers that are enthused, employees that are engaged and fast, highly visible results that are sustainable. Eye-popping savings in the millions of dollars, customer wait times cut by 90%, strong revenue growth and an avalanche of customer kudos are the kinds of continuing results many Masters of Excellence have achieved. This material rewires your brain to understand how and your role in leading outstanding success.Expect this book to enable you to:Transform your organization (for profit or not) from customer-desred outcomes inwardUse six levers (language, measures, values, power, assumptions and modeling) to eliminate ambiguityTranslate abstract vision, values and mission into concrete, deployable daily workRedefine all knowledge and service work as tangible, measurable productsDetermine the only three roles customers can play and minimize bias favoring the wrong customersEngage and impassion employees to create unsurpassed customer successCreate an enviable reality for your enterprise and your role in it
