External Stakeholder Focus
Beauty is in the eye of the beholder…and business excellence is in the eye of the stakeholders. An excellent business is outward-looking, always seeking to achieve excellence in the eyes of customers, external legislators and the community. The core capabilities in this area include:
- Understanding what customers value now and predicting their future needs. Using this information to drive organisational design, strategy, products and services.
- Reducing defects and delivering high quality as judged by customers.
- Managing the business’ public image through open dialogue with external stakeholders.
- Behaving in an ethically, socially and environmentally responsible manner; anticipating adverse impacts from the production, use and disposal of products, and managing the process to reduce risk, and maintain public safety and confidence.
- Meeting all local, state and federal laws and regulatory requirements; treating these as opportunities to improve rather than compliance activities.