"Aligning Organizational Processes With Mission: The Case of Service Excellence"
Academy of Management Executive
2005, 19(3), pp. 54-68
A number of studies have emphasized the importance of aligning organizational processes with the organization's mission. The authors of this article have created an "alignment audit" to help organizations assess their current status on this important aspect of organizational functioning.
The following factors are identified in the article as key service excellence alignment factors:
- Department goals are aligned with the customer service mission
- Environmental setting/physical design communicates the customer service mission
- Stories are told about customer service excellence, and successes are celebrated
- Top management walks the service mission talk
- Performance standards are aligned with the service mission
- Budget allocations are aligned with the service mission
- Job descriptions include the job's relation to the service mission
- Recruitment ads include the service mission
- Interviews include questions about commitment to the service mission
- Orientation programs stress the service mission
- Performance appraisals assess and reward actions contributing to the service mission
- Training programs include aspects directly related to fulfilling the service mission
- Service quality is measured systematically
- Feedback on service quality is systematically provided to all employees
- The service delivery system reflects the service mission
The article also includes some specific audit items to assess each of the above factors.
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