How we get there is as important as where we are going… Before last night’s Shingo Conference Gala, I had the opportunity to spend time at the Center for Civil and Human Rights in Atlanta. If you haven’t been to this museum, please take time to visit it next time you are in the area. Wonderful exhibitions about the fight for civil rights in the United States and human rights around the world. It was the perfect precursor to last night’s award ceremony, where so many of the recipients spoke movingly about how challenging for the Shingo prize helped them improve the lives of their team, as well as their operations. I ended my acceptance speech for The Toyota Way to Service Excellence, by reminding people that “ultimately, service is about putting others’ needs above our own, and that in striving to do so, not only do we improve our operations, we create a kinder, more caring, compassionate and humane world.” Please always remember, “How we get there is as important as where we are going.”
Well said. I see it everyday where personal ambition clouds the customer service they say they are striving for. Hitting the GOAL becomes more important than our customer. Managers praised AND promoted for concepts not results. Then the cycle continues and again we wonder why we can’t move forward horizonally. When money talks for the very last time……..