Use this tool to assess the balance of your organization and prioritize your action plan.

1. POOR - Doing very poorly if at all.
2. FAIR - Doing a little, but have a long way to go.
3. GOOD - Doing well, but don't always execute.
4. STRONG - Doing extremely well, but not quite ready for benchmarking.
5. BEST IN CLASS - Others could benchmark us.

Insight 1: Build a Strong Foundation

1. Everyone knows the true essence of our business and that clarity guides our every decision. _____
2. We intimately know our top customers and what's most important to them. _____
3. We design work based on how it is experienced by and affects our customers. _____
4. Our mission is clear, simple and known by everyone. It inspires and guides people's actions because it is lived and felt by all. _____
5. 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

1. We provide our customers with many product and service options that are based on their needs. _____
2. We consider each of our customers a segment of one. We tailor products and services to individuals. _____
3. 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

1. We excel at our short-term objectives while simultaneously and ruthlessly inventing a new future. _____
2. We aggressively pursue new perspectives, encouraging everyone to take risks and discover new solutions. _____
3. We continually forge partnerships with customers, suppliers --- even competitors --- for our mutual benefit. _____

Insight 3 Subtotal: _____

Insight 4: Simplify, Simplify, Simplify

1. Every person can name the three goals the organization aims for and has clear personal objectives to help hit those targets. _____
2. Every process and system is designed to cost-effectively give customers what they want and simplify their experience. _____
3. 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

1. We use technology to provide our customers with direct access to the heart of our business - when and how they want it. _____
2. 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. _____
3. 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

1. 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. _____
2. The customer feedback we measure is representative of reality and leads us to the right decisions. _____
3. 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. _____
4. Our measurements are not gathering dust. We immediately act to improve our results. _____

Insight 6 Subtotal: _____

Insight 7: Unleash The Power Of People

1. 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. _____
2. Our people love coming to work - they are challenged, stimulated and supported. They are clear on their role and contribution. _____
3. Teamwork is essential here - communication, connection and focus are constant. _____
4. Learning doesn't just happen en masse at orientations or annual training courses. It is constant and tailored to individual needs. _____
5. 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. _____
6. Every person feels appreciated and knows that someone will notice when he or she does a great job. Personal recognition is constant and heartfelt.
7. We encourage and celebrate the amazing individuals who make a difference every day. _____

Insight 7 Subtotal: _____

Insight 8: Lead With Care

1. 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. _____
2. We grow leaders on all levels so that we can quickly and efficiently make decisions and take action. _____
3. Everyone is encouraged to live a balanced life and refresh the mind, body and spirit through regular renewal. _____
4. There is an honest feeling of mutual trust and caring for each other here. _____

Insight 8 Subtotal: _____

Total (Out of 40 Possible Points): _____

1. Complete the Turned On VITALITY SCORECARD yourself.
2. Ask your people to complete the Turned On VITALITY SCORECARD. Is there a difference in your perceptions? Discuss the reasons why.
3. Prioritize your actions. Which two Insights need the most attention?
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4. 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