I asked my session attendees which of the element are most important in their organisation. Perhaps not too surprisingly, in this audience, although actually still quite surprisingly, 90% suggested the most important element are people, with the others responding the connections and relationships between the people. Ie we need to invest in our people, and their relationships, in order to achieve quality processes and business excellence, in order to deliver work and support customers. Customer results are a result of looking after our people, not the main aim itself.
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