Insights Into Excellence

Forsyth Consulting Group is a strategic development consultancy.

The purpose of this publication is to share and integrate the insights into sustaining excellence that we discover through our work.

(Read more about FCG)

Sustainable Excellence: Management Effectiveness - Leading Players

IKEA is a now a global name. Expanding since 1974, the business has grown successfully and sustainably, now having over 70,000 co-franchised staff in 31 countries producing a turnover of over US$10 billion annually. IKEA's original vision, which has remained unchanged for 25 years, combines the virtue of simplicity and making do. Founder, Ingvar Kamprad (now the 13th richest man in the world) explains: "If we do what feels natural we will avoid complicated solutions. The simpler the rules and the shorter the instructions, the easier and more natural to stick to them. The simpler the explanation, the easier to understand it and carry it out." With a different approach IKEA showed that by changing the rules you can achieve much more.

This modest company has achieved one of the five secrets for Sustainable Excellence® - Simplexity. Simplexity is where a balance is achieved between reductionism (reducing data into manageable bits) and holism (using perspective to regard systems as a whole) - essentially managing both the big bits and the small bits at the same time - together. Both are necessary for success. IKEA has discovered how to make the complex simple, but not simplistic. This has led to efficiency through 'customer partnering', leadership in the use of recycled materials, enlightened social policies and their management simplicity - as well as profit. Simplexity describes their product, process, policies ... and the philosophy that has led to the sustainable growth of the IKEA concept.

Read more:

http://www.ikea.com/about_ikea/about.asp - facts and figures and Vision

http://www.ikea-usa.com/about_ikea/Copy_of_social/environment.asp - TBL approach

http://www.forbes.com/global/2002/0916/010.html - succession planning

http://www.woollymammoth.com/keith/whatever/ikea.html - not all perfect :-)

Play of the Day: Local League

Does after sales service lead to customer loyalty? You would think so. So why not invest in this as part of your business? One Lexus Car Dealership has made their vision of "outstanding' customer service and the relentless pursuit of perfection" a reality. It is available to members of the Lexus Owners Only Club having their car serviced at the Indooroopilly dealership in Brisbane.  Whether you use the audio-visuals in the 16 person boardroom, select a DVD in the club lounge, have coffee and cake in the Parisian Cafe or work out in the gym - its all combined with administration and mechanical expertise. As they say - "Our facilities set a benchmark for customer service, not only in the automotive industry but perhaps for any customer service business."  If you think your customer after-sales service is good - here is a benchmark.

Read more at:

http://www.lexusofbrisbane.com.au/dealerships/lexus_brisbane.asp

http://www.lexusofbrisbane.com.au/dealerships/brisbane_lounge.asp

(thanks Cameron)

Reflections in Excellence

The improvements to the Reflections in Excellence website have been completed. It is easier to access, easier to navigate, easier to read and easier to print. All our articles are now on-line in web friendly read format (with print friendly options). Its worth a look and a browse. Go to Reflections.

This month's new article (just added) is by Digby Scott of the Catalyst Group.

• Ensuring New Leader Success

  Imagine the stress and frustration of a manager with high turnover, faced with having to do more him or herself, having to train more people, having to work longer hours, and knowing that targets are looming that are looking tougher to achieve. If you’re responsible for the results of newly appointed or promoted managers,  this article will provide you with some strategies for ensuring their success.

To go to Digby's article just click Here. 

Satire (just for a laugh)

"To finish first, you must first finish"

 

 Rick Mears (American Racing Driver) 

(For those hoping to wing it)

 

"I know what I am fleeing from, but not what I am in search of."

 

 Michel Eyquem De Montaigne (French Essayist 1572-80)

(For those knowing the problem, but not what Success looks like)

Thank you for taking the time to read this edition. We hope it has been informative and worthwhile. If you know of someone who may be interested in these issues, please send this e-mail on  - and perhaps recommend they join the Leaders in Excellence Network using the members form at our website www.fcg.com.au.  If you have something of interest to contribute, please  emailus@fcg.com.au and share your knowledge. 

To unsubscribe at anytime just send an e-mail to unsubscribe@fcg.com.au. Forsyth Consulting Group makes no comment and expresses no opinion in relation to any of the policies, operations, securities or future prospects of the organisations mentioned in this publication. The specific examples identified do not provide an indication of the total activities of the organisations profiled and may not be current. Any content in this publication and its use is made subject to the legal notices set out in the Forsyth Consulting Group website (www.fcg.com.au/notes.shtml) For further information on any of the items mentioned, or our contact details, just emailus@fcg.com.au.

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