Organization Response

9.1 Small Group Discussion:  Peer Review Recommendations

Luke Stradinger, February 28th, 2022

Best Practices

The best practices utilized by three organizations, Peoria, AZ., General Motors, and the American Red Cross that influenced the outcomes are all related to each organizational vision statement based on a culture of quality customer and public services.  These services are investments of long-term sustainability and financial efficiency.  Peoria Arizona is dedicated to quality public safety, health and wellness programs, recreational enrichment, and economic prosperity (Peoria, AZ., 2021).  GM is focused on producing a quality product and gaining customer satisfaction through customer and product interaction, environmental efficiency, technology, and implementing growth forecasts as goals and initiatives (General Motors, 2021).  ARC is dedicated to maintaining financial stability, increasing revenues, and providing safe blood products by managing costs, improving efficiency, and growing sustainable and predictable revenues (American Red Cross, 2021).

Recommendations

The best practice that decision-makers could implement to enhance a strong probability of program success is to formulate the planning process around a sound mission or vision statement containing core values that reflect quality public or customer service, depending on the organization’s purpose.  These best practices can be qualitatively and quantitatively measured by promoting service-oriented operational strategies interwoven into the strategic plan and monitored regularly.  As the new strategic plan takes shape through these best practices, the culture of the organization will also shift, facilitating long-term program success. 

           Clear and concise communication of the goals and initiatives pertaining to quality customer service begins to build the foundation of the cultural shift toward achieving the desired result – program success.  Participants and key stakeholders should be afforded opportunities to develop shared meanings and appreciations that tend to increase the implementation of these cultural shifts related to best practices of quality customer service (Bryson, 1987).  The City of Peoria, General Motors (GM), and the American Red Cross (ARC) all share the common thread of customer service.  They seek financial support in different ways and serve different aspects of public, private, and non-profit needs, but in the end, their commonality is based on success dependent on nurturing the relationship of their customer base and increasing quality product satisfaction.

Trust in Leadership

           If organizational leadership effectively leads by example and bears the responsibility of project failures and successes, and encourages informal leadership through decentralized command, shifting some responsibility to team members, then natural cause and effect take place, inspiring trust and respect for the organizational values and ethics among team members, key stakeholders, and other subordinates.  Once cohesive followership is assembled and strategic planning buy-in takes place, then operational effectiveness is enhanced.  It begins with a leader who can demonstrate and effectively communicate the realities and importance of the organizational mission, vision, and core value system to gain true buy-in among subordinates (Bryson, 1987).

REFERENCES

American Red Cross. (2021). American Red Cross. Retrieved January 12, 2022, from http://www.redcross.org/

Bryson, J. M. (2018). Strategic planning for public and nonprofit organizations: A guide to strengthening and sustaining organizational achievement. John Wiley & Sons.

General Motors. (2022). Learn more about GM’s vision: General Motors. Learn More About GM’s Vision | General Motors. Retrieved January 23, 2022, from https://www.gm.com/company/about-us

Peoria, AZ. (2021). The city of Peoria. General Plan | City of Peoria. Retrieved January 12, 2022, from https://www.peoriaaz.gov/government/departments/city-manager/peoria-s-vision-