Four Phases of Organizational Development – CSQ3

  The organization is built around authority and control.

• Departments are run by kings or queens.
• Team members have little or no perceived value.
• Control is absolutely important.
• Management authority determines how work is performed.
• Shooting the messenger is commonplace.

Problems are often hidden rather than corrected. Employees learn that challenging decisions or reporting unfavorable information can have negative consequences.

The result is an organization where authority takes precedence over contribution.

  The organization begins recognizing the importance of customers and employees, but control remains central.

• The customer is primarily internal.
• Team members have some value.
• Control is considered necessary to perform.
• Departments begin recognizing their responsibilities to other departments.

However, the philosophy of the customer always being right has limitations.

If a doctor always agreed with the patient, there would be a lot of dead patients!

The lesson is that customer service must be balanced with professional judgment, sound decisions, and organizational effectiveness.

  The organization begins recognizing the value of its people and the importance of working together.

• Customers are both internal and external.
• Team members add value.
• Team members strive to exceed expectations.
• Departments begin recognizing the contributions of other departments.
• Cooperation and collaboration become increasingly important.

The expression "Hey, you're not too bad!" represents a significant change in organizational behavior.

People begin appreciating what other departments contribute.

The organization starts moving beyond individual departmental accomplishments toward shared organizational success.

  The organization becomes an integrated, performance-focused system.

The objective is a:

• Flat organization.
• Empowered employees.
• Focused management.

CSQ3 Fundamentals, Optimum, and Metrics are implemented.

FUNDAMENTALS — CHANGE

Significantly improve organizational performance by establishing the foundation for organizational improvement.

OPTIMUM — MANAGE

Establish a system that manages organizational performance.

METRICS — MEASURE

Measure organizational performance, identify opportunities, and support continuous improvement.

The organization becomes focused on delivering value, empowering people, making effective decisions, and continuously improving results.

   Move your organization toward Phase Four.

A Flat Organization. Empowered Employees. Focused Management.

Implement CSQ3.

Achieve Organizational Excellence.

Create a Competitive Advantage.