Enlightened - inNovative - Leaders


The system for implementing customer-focused organizations has, as its driver, customer-oriented vision, mission, and values that have been clearly articulated by the leadership of your organization.   

These individuals share a common understanding of their vision, missions and values, and have a sense of commitment and community around accomplishing the goals of the organization.  The tension between the customer-oriented vision and the current reality of the organization, determined by a deep and wide organizational assessment, identifies what changes must take place.  Changes must occur on two parallel tracks in the organization: changes in the behaviors of people, and changes in the systems that the organization uses to accomplish its work.


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