The Five Most Important Questions: You Will Ever Ask About Your Organization

4.5. LISTEN TO YOUR CUSTOMERS

To formulate a successful plan you will need to understand each of your constituencies' concerns, especially what they consider results in the long term. Integrating what customers value into the institution's plan is almost an architectural process, a structural process. It's not too difficult to do once it's understood, but it's hard work. First, think through what knowledge you need to gain. Then listen to customers, accept what they value as objective fact, and make sure the customer's voice is part of your discussions and decisions, not just during the self-assessment process, but continually.

Note

The preceding text is from Peter F. Drucker, The Drucker Foundation Self-Assessment Tool: Participant Workbook ...