Peter F. Drucker (1909 - 2005) was arguably the most influential person in business management and leadership during the 20th century. His ideas and teachings are the foundation for many leadership success stories throughout the world. The Leader to Leader Institute (formerly “Peter F. Drucker Foundation for Nonprofit Management 1990 - 2002) published this book to primarily help nonprofit organizations. The questions asked, concepts discussed, and examples given in this book can be applicable to anyone in a leadership role.
What Is Our Mission?
Who Is Our Customer?
What Does the Customer Value?
What Are Our Results?
What Is Our Plan?
The answers to these five questions do not need to be complex, but should be well thought out. For example, if your mission is too broad reaching how will you be able to focus in on the right customer? If your mission is too complex, how will you measure the results? I have heard and read from many leadership coaches and consultants that you mission statement should be brief (no more than 10 words) and clear.
After clarifying your mission, then you will get help in discerning, just who is your customer. You might find it interesting to read about the best way to define you customer. There are primary and secondary customers. How do you ensure you are serving your primary customers most effectively? How do you know that they see the value you are trying to provide? The rest of this book takes the reader through a logical progression in evaluating how to best serve your customer, provide the desired results, and plan for the future.
This is one more book that will be kept in my personal leadership library. I plan to refer to the instructions and guidance on a regular basis. For anyone reading this post and interested in leadership growth, you will find a wealth of insight into leadership principles that are worth implementing in your own life.