In Search of Excellence was published just as I started in the gaming industry and its impact carried through pretty much my entire career there. Excellence became the standard for everything – in strategic planning, goal setting, daily operations, group dynamics, and individual performance. Before that, good was good enough; after, good was measured by organizational effectiveness and whether business problems were solved by empowering decision-makers at multiple levels of a company. No more top-down management. Like many companies, we started rethinking how businesses ran, how managers managed, and results were measured. With this, we began to focus on the performance of employees at all levels and how they contributed to organization’s performance. Employee relations strategies evolved – working on treating employees fairly; companies focused on workplace culture – making it a good place to work; and employee satisfaction became the basis of customer satisfaction – happy employees made happy customers. We celebrated what we wanted to see more of – that was the impetus for catching employees doing things right - it became the way we managed. Much has changed in the world and industry since then, but excellence endures – it still revolves around how we treat employees. Find ways to celebrate what you want to see more of today.
Thomas J. Peters (born 1942): American writer on business-management practices, became best-known for his 1982 book In Search of Excellence (co-authored with Robert H. Waterman Jr.)
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