Summary of Key Points and Terminology – Chapter 9
Building and sustaining performance excellence requires effective leadership, a
commitment to change and long-term sustainability, the adoption of sound
practices and implementation strategies, and continual organizational learning. To
sustain performance excellence demands continual learning and adaption to the
changing global business landscape.
An important element of sustainability is
ensuring future leadership; thus the development of future leaders and a formal
succession plan are vital.
refers to an organization’s ability to address current needs and
have the agility and management skills and structure to prepare successfully for
the future, including preparedness for emergencies.
Six key leadership competencies are: navigator, communicator, mentor, learner,
builder, and motivator.
The competencies depend on a collection of personal
leadership characteristics: accountability, courage, humility, integrity, creativity,
perseverance, and well-being.
They are reflected in the Leadership category of
the Baldrige criteria.
refers to how leadership is exercised, formally and
informally, throughout an organization. These elements include how key
decisions are made, communicated, and carried out at all levels. The leadership
system includes structures and mechanisms for decision making, selection and
development of leaders and managers, and reinforcement of values, directions,
and performance expectations.
Corporate social responsibility (CSR)
includes ethics, corporate governance,
and protection of public health, safety, and the environment. These factors are
becoming increasingly important to the workforce, to customers, and even to
investors. Corporate social responsibility has become a strategic imperative and a
competitive or marketplace necessity.
refers to the system of management and controls exercised in the
stewardship of an organization. Governance processes may include approving
strategic direction, monitoring and evaluating CEO performance, succession