Ever work at a place where the mission of the company was so deeply engrained, such a part of each and every employee’s identity and intent, that it reminded you daily why people worked so hard for common purpose? For us at BAE Systems, that’s true to the company’s bones. “We protect those that protect us.” The idea of putting maximum effort to support and serve those who put themselves in harm’s way, on our behalf, is an inescapably noble calling.
While our commitment to the warfighter is absolute, as leaders in any company and in any industry, we can find ourselves serving a much broader set of customers beyond those who use our products and services.
Our employees are customers of our leadership and development.
Our bosses are customers of our delivery and creativity.
Our colleagues are customers of our partnership and expertise.
And so on…..
In thinking of these connected individuals and teams as customers, one can bring that same commitment to bear. That sense of ownership that leads to a thorough, considered approach in achieving not just effort, but outcomes, on that customer’s behalf.
It’s important and can be highly impactful. An empowered team with a sense of ownership can achieve wonders. A compartmentalized team with only individual accountability will achieve far less.
So, what is ownership? In my view….
I run or participate in a service or product, and I work daily to improve it. I know my various customers. I concern myself with how my team and I engage for requests, orders, or support. I seek to improve these experiences. I know my dependencies. I have relationships with the teams that support them. I give feedback and look to improve how their services support mine, and ensure they understand their impact my customers. I have a plan. I know my strategy. It is built with my customer’s needs in mind, and I have a roadmap I follow in driving the continuous improvement that they expect. I care.
As I think about this ownership mindset, I am curious about other approaches. How do you define ownership and drive your team to embrace that sense on behalf of your customers?
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3moCongratulations, onward and upward sir!