Your service design and delivery should be driven by keen understanding of customer behaviours, attitudes, and needs. When it comes to providing services, customers know when you’re just paying lip service.
At LKS Quaero, we use the Instincts to Excellence Scorecard tool to provide some objectivity to assessments of culture. Importantly, we work with organisations to choose the measures to assess their culture, rather than assume what the ingredients should be.
We can become fixated with the idea of having work to do. Sometimes we do this at the expense of the right work. What, then, is the right work?