Establishing a Good Culture
Leaders set the tone of the organisation – even in small but important ways. For instance, I hope that any visitor to my office will find that we are open, informal and hospitable. We feel that it makes a real difference if we are friendly and polite to each other, and offer refreshments and other courtesies to visitors. We in particular welcome the opportunity to talk about our work, and our approach to our work, and welcome visits from colleagues from Embassies, from industrialists, from students and from teachers.
I also expect everyone to recognise their responsibility for the safety, health and well-being of themselves and all their colleagues. We take the alarm bells seriously, even if we suspect that they are a false alarm. We take seriously all reports of sexual harassment, racial or sexual discrimination, or bullying. We give unquestioning support to colleagues who express concern about safety, harassment or discrimination. Above all, we do not ask colleagues to work so hard that they become stressed or over-tired. This is not only unethical, but it leads to mistakes and misjudgements – which in turn create more pressure.
Next, I encourage everyone to be customer-focused, where our customers are defined as the immediate beneficiaries of particular pieces of work. If you are preparing a briefing, your customer is the person who will use it. If you are organising a meeting, your customers will be those who attend the meeting. Our customers should be the sole and decisive judge of the quality of our work. The test is not whether we think that our work meets the requirements of the customer, but whether the customer is satisfied.
This implies Measurement. You cannot tell whether your customer is satisfied unless you have asked him or her in a structured way. It should become second nature that your plans and your day-to-day work are driven by the expressed needs of your customers.
Measurement in turn drives continuous improvement. You and your team should constantly be looking out for ways – usually quite small in themselves – in which you could improve the satisfaction of the customer, or do the job more efficiently or effectively. The cumulative effort of many small improvements can be very noticeable indeed. Conversely, a cumulative failure to improve will eventually and inevitably lead to your customers feeling dissatisfied with the service that you are providing. It follows that imitation is a virtue. If you hear of a good idea, or see something working well, you should not hesitate to copy it so as to improve the service that you are providing to your customers. And if you run out of ideas for improvements, you should benchmark your team against another team or organisation. You will probably be surprised at what you find.
Continuous improvement in turn requires a no fault culture. We assume that everyone is trying to do a good job, within the limits of their skills, training and experience. Management gurus often say that ‘customers’ complaints are jewels to be treasured’. This is a bit over the top for most of us, but it is certainly true that complaints should never be ignored, and a single complaint often represents the tip of an iceberg of unvoiced dissatisfaction. Quality conscious organisations are therefore usually obsessive about investigating and resolving customer complaints, whether from internal or external customers. And complaints should never be used as a stick with which to beat your staff or other colleagues. If mistakes are made, or if quality standards are not met, then the person involved should be given clearer instructions or better training, or attention must be given to the process that they were carrying out, or to whether they are in an appropriate job. (This judgement should not be arrived at lightly, but neither should it be ducked. If necessary, the person must be moved to a job that they can do.)