Generally to define an organization’s mission you start with lofty platitudes, you scan the globe for words, and your head’s in the clouds looking for some cosmic intervention to help you create the best, most memorable statement.
I suggest that to define an organizational mission, there is only one starting point. It is the customer. The customer defines the business. The customer pays the bills. It’s really that simple.
To write the statement, here are some questions to consider:
For years, McDonalds has focused on some key customer values, but sales are down and so they are trying some new things. Where we live several McDonalds restaurants are trying couches and wireless. Does the frazzled parent looking for a consistent quick meal in a clean restaurant want a couch and wireless? Changing a mission and focus is a tricky game. Make sure, if you need to start from scratch, or change mid-stream that you have talked to customers. More importantly, listen to your customers and let them tell you what will capture their heart.
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