Creating and sustaining the high performance organization

Abstract

The ability of an organization to sustain the delivery of quality products and services is essential to its long‐term success. We believe that this ability is a learnable organizational competence. The systematic study of the organization’s ability to develop and sustain a culture capable of delivering quality products and services over time enables us to identify and understand the general requirements for doing so and provides insight into how to do it. In this paper we will share what we have learned about developing and sustaining an organizational culture that is capable of high performance. We start with a brief discussion of the concept of culture. We then present a model of how to manage the organization toward sustainable high performance and conclude with a discussion of some practical steps you can take to improve your own organization’s performance.

Citation

Owen, K., Mundy, R., Guild, W. and Guild, R. (2001), "Creating and sustaining the high performance organization", Managing Service Quality: An International Journal, Vol. 11 No. 1, pp. 10-21. https://doi.org/10.1108/09604520110362443