Service…Delivering exceptional service is core to how we measure success and we are dedicated to providing the best possible customer service.
Passion…Passion is the fuel that drives our culture, it shapes our mindset, and energizes our business.
Integrity…We believe honesty and integrity engenders trust, with our clients and our employees, which is the cornerstone of our business.
Commitment…We are Committed to service, quality, and value when engaging with clients.
Excellence…It guides our attitude, our process and the execution of everything we do.
Each of these Core Values support our commitment to:
- Customer Value
- Best People
- Servant Leadership
Customer Value – What it Means to Us
We have a culture where the Customer,
- Is the one who determines the Value Added and Non-Value Added work
- Benefits from operational improvements in processing time, quality, productivity, etc.
- Is recognized as why we exist – to offer value the way the Customer wants it
- Is considered a partner where our joint efforts are to deliver value to Their Customers
Best People – What it Means to Us
- Are willing to contribute beyond production requirements,
- Are willing to learn new skills to contribute at another level,
- Look for opportunities for improvement every day,
- Relentlessly and aggressively pursue excellence,
- Are committed to taking care of the customer,
- Are committed not to pass on defects to customers,
- Take ownership of both issues and solutions
- Continuously grow knowing that the greatest benefit derived from improving a process is what the team members learn and what they do with that knowledge in the future
Servant Leadership – What it Means to Us
- Recognize that the real process experts are the people that do the work,
- Demonstrate appreciation for the people who actually perform the client-facing work,
- Invest in the people who do the work, find the errors and will develop solutions,
- Develop a hatred for the status quo because of a conviction that it can be better,
- Understand that the process fails far more frequently than the people do,
- Willingly and openly admit that the system is broken and needs to be fixed,
- Take accountability for process errors instead of blaming team members
Why All Employees Should be Trained to See and Eliminate Waste
Training employees in “learning to see” waste and engaging employees in waste elimination and the process of process improvement will generate greater returns than simply improving the process. Additional benefits which result from well-executed Kaizen/coaching activities include,
- Improving employee morale
- Promoting team members’ ownership of process efficacy and improvements
- Promoting team members’ sense of ownership to take action on improvement opportunities
- Dramatically widening the base of continuous improvement champions
- Cultivating an environment open to more advanced operational improvement concepts and methods
In fact, the ROI resulting from the elimination of waste in a process is insignificant compared to the ROI produced repeatedly by a team member who has learned to eliminate waste and reduce costs over and over again! Thus, the greatest benefit derived from improving a process is what the team members learn and what they do with that knowledge in the future.