My question here is - Can "Customer/client satisfaction" ever be the core mission that would create a sustainable organisation?
The reason I am asking this is while Apple computers can sustain a design centric mission - their mission to create beautifully designed products is very organisation centric - the core value is to create something amazing for themselves - something they are proud of.
In a service based organisation the core value of client satisfaction is always central to an outsider - the company works to please the person/company giving them work. So while the founder is running the company, lets suppose this person has tremendous drive and ideals, the company does very well. Once the founder moves the company eventually fizzles.
Now the follow up question is - is there any way a service centric organisation can set their mission that would make it about the organisation itself? Other than market value or money that is.
What milestones, relics need to be created to sustain the company culture?
Some ideas:
The "Hall of fame" or "Hero's room" which would account posters of fabulous achievers and their achievements?
An amazing retirement plan and after retirement support program?
Should the mission be "Fabulous Achievements" instead of "Client Satisfaction"?
What else can really help such service organisation remain sustainable for years?
The reason I am asking this is while Apple computers can sustain a design centric mission - their mission to create beautifully designed products is very organisation centric - the core value is to create something amazing for themselves - something they are proud of.
In a service based organisation the core value of client satisfaction is always central to an outsider - the company works to please the person/company giving them work. So while the founder is running the company, lets suppose this person has tremendous drive and ideals, the company does very well. Once the founder moves the company eventually fizzles.
Now the follow up question is - is there any way a service centric organisation can set their mission that would make it about the organisation itself? Other than market value or money that is.
What milestones, relics need to be created to sustain the company culture?
Some ideas:
The "Hall of fame" or "Hero's room" which would account posters of fabulous achievers and their achievements?
An amazing retirement plan and after retirement support program?
Should the mission be "Fabulous Achievements" instead of "Client Satisfaction"?
What else can really help such service organisation remain sustainable for years?