Jetrader - September/October 2011 - 47

Culture of

Accountability
Sharpening your competitive edge to develop loyal customers
By Walt Zeglinski, CEO & Chief Client Advocate, Management Action Programs In today’s highly competitive business climate, most successful companies are finding new and creative ways to win business. By building customer-centric business plans and increasing their commitment to company-wide execution, they’ve managed to succeed in a turbulent economy. Most of all, they’ve discovered they simply cannot afford to make mistakes in their customer relationships. They strive to “out-execute” the competition in every aspect of their business that touches the customer. These organizations understand that the key to creating loyal customers is building a culture of accountability. Most of us have heard the stories of accountable employees who have made a difference—the 911 dispatcher that stays on the phone and calms a caller until the EMT arrives or the jewelry clerk in a department store that helps a customer pick out a new dress. Unfortunately, there are far more employees that do not share this commitment to customer accountability and, as a result, fail to deliver on their goals. Organizations that foster accountability run like well-oiled machines, as people and processes work in lockstep to achieve more predictable and profitable results. I’m not referring to the sort of organizational accountability that

Organizations that foster accountability run like well-oiled machines, as people and processes work in lock-step to achieve more predictable and profitable results.
focuses on catching employees doing something wrong. Rather the kind of positive accountability that is combined with high levels of employee satisfaction—as individuals are enabled with the right resources and management support. From the outside, these organizations appear to have some magical formula that helps them win even as others are struggling to stay in the race. We have found three keys to creating a culture of customer accountability—exceptional leaders, process discipline and workforce engagement.

Setting a Direction
Establishing a customer-accountable culture starts with developing exceptional leaders. They are the navigation system that guides employees toward the finish line. These leaders have a foundation of management expertise that can maximize the talents of their teams as Jetrader 47



Jetrader - September/October 2011

Table of Contents for the Digital Edition of Jetrader - September/October 2011

A Message from the President
Calendar/News
Q&A: Henri Courpron
State of the Regions: Europe
Paris Air Show Review
Thank You Sponsors
All About Growth
Predictive Maintenance in Aging Aircraft Systems
Have Faith
Parts on Demand
Culture of Accountability
Aircraft Appraisals
From the ISTAT Foundation
Aviation History
Advertiser.com / Advertiser Index
Jetrader - September/October 2011 - Cover1
Jetrader - September/October 2011 - cover2
Jetrader - September/October 2011 - 3
Jetrader - September/October 2011 - 4
Jetrader - September/October 2011 - A Message from the President
Jetrader - September/October 2011 - 6
Jetrader - September/October 2011 - 7
Jetrader - September/October 2011 - 8
Jetrader - September/October 2011 - Calendar/News
Jetrader - September/October 2011 - 10
Jetrader - September/October 2011 - Q&A: Henri Courpron
Jetrader - September/October 2011 - 12
Jetrader - September/October 2011 - 13
Jetrader - September/October 2011 - 14
Jetrader - September/October 2011 - 15
Jetrader - September/October 2011 - 16
Jetrader - September/October 2011 - 17
Jetrader - September/October 2011 - State of the Regions: Europe
Jetrader - September/October 2011 - 19
Jetrader - September/October 2011 - 20
Jetrader - September/October 2011 - 21
Jetrader - September/October 2011 - 22
Jetrader - September/October 2011 - 23
Jetrader - September/October 2011 - Paris Air Show Review
Jetrader - September/October 2011 - 25
Jetrader - September/October 2011 - 26
Jetrader - September/October 2011 - 27
Jetrader - September/October 2011 - 28
Jetrader - September/October 2011 - 29
Jetrader - September/October 2011 - 30
Jetrader - September/October 2011 - 31
Jetrader - September/October 2011 - 32
Jetrader - September/October 2011 - Thank You Sponsors
Jetrader - September/October 2011 - All About Growth
Jetrader - September/October 2011 - 35
Jetrader - September/October 2011 - 36
Jetrader - September/October 2011 - 37
Jetrader - September/October 2011 - Predictive Maintenance in Aging Aircraft Systems
Jetrader - September/October 2011 - 39
Jetrader - September/October 2011 - 40
Jetrader - September/October 2011 - 41
Jetrader - September/October 2011 - 42
Jetrader - September/October 2011 - Have Faith
Jetrader - September/October 2011 - 44
Jetrader - September/October 2011 - Parts on Demand
Jetrader - September/October 2011 - 46
Jetrader - September/October 2011 - Culture of Accountability
Jetrader - September/October 2011 - 48
Jetrader - September/October 2011 - Aircraft Appraisals
Jetrader - September/October 2011 - 50
Jetrader - September/October 2011 - 51
Jetrader - September/October 2011 - 52
Jetrader - September/October 2011 - From the ISTAT Foundation
Jetrader - September/October 2011 - Aviation History
Jetrader - September/October 2011 - 55
Jetrader - September/October 2011 - 56
Jetrader - September/October 2011 - Advertiser.com / Advertiser Index
Jetrader - September/October 2011 - 58
Jetrader - September/October 2011 - cover3
Jetrader - September/October 2011 - cover4
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