1. The Five Most Important Questions
You Will Ever Ask About Your Organization
Drucker et al.

2. Organizational Assessment
Right definition of results comes from significant input from customers
Customer is someone you must satisfy
If you don’t, you have no results
Danger is acting on what you believe satisfies the customer
Planning is not an event but a process
Decisions about the future, but decisions in the present
Not what to do tomorrow but what to do today to achieve results tomorrow

3. Incorporate constructive dissent
Continuous process of strengthening what works and abandoning what does not
Setting objectives
Appraising performance and results through systematic feedback
Making ongoing adjustments as conditions change
Incorporate constructive dissent
If you have quick consensus on an important matter, don’t make the decision
“Self-assessment is the first action requirement of leadership”

4. Q1: What is Our Mission? Should have deep meaning Succinct
Leadership’s responsibility that everyone knows, understands, and lives the mission
Succinct
Should fit on a T-shirt
Functions to preserve core of organization and to stimulate progress
Fixed anchor of guiding principles
What to do, what not to do

5. Q2: Who Is Our Customer? Who is primary, supporting?
How will customer change?
Purpose of organization is to create customers (fans)
Primary objective is not profit but share of customers’ heart/mind
Define target customer/roles

6. Q3: What Does Customer Value?
Successful organization satisfies needs, wants, aspirations of customer
Don’t guess—go to customer and ask
This question is the most important but usually the least asked

7. Q4: What are Results? Measured outside
Must be tangible and measurable
All that matters is what happens in environment
Purpose is to assess what is to be
Strengthened
Abandoned

8. Q5: What is Our Plan? Should mission be changed?
What do we want to be remembered for?
Converts intentions into action
Components
Abandonment
Concentration
Innovation
Risk Taking
Analysis
Never really be satisfied