VITALITY SCORECARD
© 1996 Sue Cook
Use this tool to assess the balance of your organization
and prioritize your action plan.
Instructions: Fill
in the number that best describes how well your organization performs
on each practice.
- POOR - Doing
very poorly if at all.
- FAIR - Doing
a little, but have a long way to go.
- GOOD - Doing
well, but don't always execute.
- STRONG - Doing
extremely well, but not quite ready for benchmarking.
- BEST IN CLASS -
Others could benchmark us.
Insight 1: Build a Strong Foundation
- Everyone knows the true essence of our business
and that clarity guides our every decision. _____
- We intimately know our top customers and what's
most important to them. _____
- We design work based on how it is experienced
by and affects our customers. _____
- Our mission is clear, simple and known by everyone.
It inspires and guides people's actions because it is lived
and felt by all. _____
- We strongly emphasize the basics that matter
most to our customers. This emphasis is never diminished by
the pursuit of the latest technology or the next value-added
idea. _____
Insight 1 Subtotal: ______
Insight 2: Make Every Customer Feel Special
- We provide our customers with many product and
service options that are based on their needs. _____
- We consider each of our customers a segment
of one. We tailor products and services to individuals. _____
- We have the freedom and tools to treat each
of our customers like a close friend or family member. Our customers
know us as the company that has real people who truly care.
_____
Insight 2 Subtotal: _____
Insight 3: Have The Courage To Set Bold Goals
- We excel at our short-term objectives while
simultaneously and ruthlessly inventing a new future. _____
- We aggressively pursue new perspectives, encouraging
everyone to take risks and discover new solutions. _____
- We continually forge partnerships with customers,
suppliers --- even competitors --- for our mutual benefit. _____
Insight 3 Subtotal: _____
Insight 4: Simplify, Simplify, Simplify
- Every person can name the three goals the organization
aims for and has clear personal objectives to help hit those
targets. _____
- Every process and system is designed to cost-effectively
give customers what they want and simplify their experience.
_____
- We outlaw all unnecessary meetings, memos, rules,
and regulations to free people to work creatively and efficiently.
When a memo arrives at my desk, I know that it must be very
important. _____
Insight 4 Subtotal: _____
Insight 5: Make Technology Your Servant
- We use technology to provide our customers with
direct access to the heart of our business - when and how they
want it. _____
- We invest in and exploit technology to the fullest
to capitalize on every encounter with a customer. We capture
feedback, immediately act on problems and use that information
to create stronger relationships and better ways of doing business.
_____
- Technology is designed hand-in-hand with our
people and customers, resulting in incredibly effective and
efficient systems. _____
Insight 5 Subtotal: _____
Insight 6: Measure Well, Act Fast
- We look at the dollar impact of every customer
problem before we make decisions or invest money. When we do
spend money we get the best return on the investment. _____
- The customer feedback we measure is representative
of reality and leads us to the right decisions. _____
- We only measure a few critical areas that are
relevant and based on our priorities. Our measures ensure a
balanced focus on what's most important for people, customers,
and profits. _____
- Our measurements are not gathering dust. We
immediately act to improve our results. _____
Insight 6 Subtotal: _____
Insight 7: Unleash The Power Of People
- Our hiring program ensures that we only bring
on board people who live our values and match the profile of
our best performers. They do not only have the capability, but
the heart and initiative to succeed. _____
- Our people love coming to work - they are challenged,
stimulated and supported. They are clear on their role and contribution.
_____
- Teamwork is essential here - communication,
connection and focus are constant. _____
- Learning doesn't just happen en masse at orientations
or annual training courses. It is constant and tailored to individual
needs. _____
- Our compensation program is in exact alignment
with our top priorities. People know where they can make the
greatest contribution and are paid to make it. _____
- Every person feels appreciated and knows that
someone will notice when he or she does a great job. Personal
recognition is constant and heartfelt.
- We encourage and celebrate the amazing individuals
who make a difference every day. _____
Insight 7 Subtotal: _____
Insight 8: Lead With Care
- Senior management and top leaders are the embodiment
of their values. They live and practice what they preach. Everyone
knows exactly what the leaders care about most. _____
- We grow leaders on all levels so that we can
quickly and efficiently make decisions and take action. _____
- Everyone is encouraged to live a balanced life
and refresh the mind, body and spirit through regular renewal.
_____
- There is an honest feeling of mutual trust and
caring for each other here. _____
Insight 8 Subtotal: _____
| Chart Your Organization Vitality: |
|
|
|
Subtotal |
Insight Score |
| INSIGHT 1: Build a Strong Foundation |
_______ |
÷5 =_______ |
| INSIGHT 2: Make Every Customer Feel Special |
_______ |
÷5 = _______ |
| INSIGHT 3: Have The Courage To Set Bold
Goals |
_______ |
÷5 = _______ |
| INSIGHT 4: Simplify, Simplify, Simplify |
_______ |
÷5 = _______ |
| INSIGHT 5: Make Technology Your Servant |
_______ |
÷5 = _______ |
| INSIGHT 6: Measure Well, Act Fast |
_______ |
÷5 = _______ |
| INSIGHT 7: Unleash The Power of People |
_______ |
÷5 = _______ |
| INSIGHT 8: Lead With Care |
_______ |
÷5 = _______ |
Total (Out of 40 Possible Points):
_____
- Complete the Turned
On VITALITY SCORECARD yourself.
- Ask your people to complete the Turned
On VITALITY SCORECARD. Is there
a difference in your perceptions? Discuss the reasons why.
- Prioritize your actions. Which two Insights
need the most attention?
________________________________________________________
________________________________________________________
- On which questions did you score a 1 or a 2?
Are you ready to move from insight to action? Get the book at www.amazon.com or
contact Sue Cook
WORDS OF WISDOM
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"Knowledge is power and knowledge shared is power
multiplied."
- Bob Noyce, co-founder of Intel, co-inventor of
the integrated circuit, and the first CEO of SEMATECH
"There are two threshholds of service. There is
the minimum threshhold: if you don't do this, then a customer
can't and won't do business with you. Period. Then there's the
"WOW" threshold and above that, the customer is blown away, amazed.
Unbelievably fantastic. WE try to pick those spots where we can
differentiate ourselves - places that are important to the customer,
where we can "WOW" them."
- David Pottruck, President and COO of The Charles
Schwab Corporation
"Our competitive advantage is sharing opportunities
with others."
- Larry Harley, President of Mary Kay Cosmetics,
US
"To gain knowledge, add something every day. To
gain wisdom, get rid of something every day."
- Lao Tzu
e-Satisfy and Other Links
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Jim
Whittaker - First
American to summit Mt. Everest and former CEO of the outdoor retailing
giant, REI.
Trend Sight - The TrendSight
Group is a Chicago based consulting and training firm that helps
companies recognize the full extent of the women’s market
by revitalizing their strategies and refocusing their efforts
on their key customers – women!
Global Forsight
- Global Foresight engagements lead to action, providing executives
like you with the confidence to challenge your assumptions and
set new directions. We help clients focus on their best opportunities
for sustainable growth in the context of robust forecasts and
trend analysis. Our very cool processes help identify strategies
for aligning internal systems with your long term future.
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CONTACT:
Sue Cook, Pres.
Think Customer
580 Las Alturas Road
Santa Barbara, CA 93103
http://www.thinkcustomer.org
805-899-4844
800-572-2273
Fax: 805-899-4877
suecook@ix.netcom.com
