At Black Diamond Associates, we partner with organizations to break through barriers to realize world-class performance and achieve unprecedented results. How do we do this? Through transformations! The discipline of transformation provides the ability to bring about significant results rapidly and simply. Our transformation model addresses the key components that drive organizational success:
Model for Transforming Organizations
Our underlying assumption is that your organization wants to attract and retain more loyal customers. Now you may call them clients or students or patients or donors, but in essence, they are customers. An important point here is that loyal customers are much more than just satisfied customers. Loyal customers stay with you, refer others to you, are willing to pay more and, forgive you when your product or service is less than perfect. Creating an organization with loyal customers is key to sustainable success.
In order to have loyal customers, it is absolutely essential to create an environment where you have loyal employees. These are the “right people in the right seat” on your organization’s bus. This is critical because your employees are the face of your organization to your customers every day, through thousands of Points of Connection.
For the development of Loyal Employees to occur, your organization needs to create an environment that supports performance excellence. We partner with you in creating performance excellence through the recruitment and development of the talent in your organization whereby personal and professional competencies are identified and transformed into consistently excellent performance. It is not enough for your team to have the required skills and knowledge, but also the attitude and behaviors that lead to desired results – consistently!
Every organization needs business processes that are first effective – lead to the right results from the customer’s perspective – then efficient – use the least amount of resources possible – and finally, adaptable – because the environment in which you operate is constantly changing. We support you in taking the waste out of your business by transforming your business processes to consistently deliver the right results using the least amount of resource necessary.
These foundational frameworks are driven by the strategy of your organization. Helping organizational leaders think strategically to define “Who exactly are the loyal customers you want to attract today and in the long term? How exactly are you going to grow and change as your environment changes? What opportunities are available to you to that you can realize in the short and long term? And how do you close the gap between where you are and where you want to be?” is fundamental to the transformation process. If you don’t know where you are going or what future you want to create, your organization will stagnate at best, and self-destruct at worse.
Culture and strategy go hand-in hand to generate the experiences that lead to customer loyalty. Creating a winning culture is as important to your organization’s success as the strategy to get there. Cultivating a winning culture is a process based on living your organization’s core values. The process is systematic, not accidental, and when properly implemented, leads to sustainable success – as you define it.
Sound good? But how do we accomplish a transformation? We do so by applying a proven process that incorporates our Formula for Success.
Formula for Success
Our formula for a successful transformation begins with the end in mind: IR. Every individual and every organization is looking for an IR – that is an Improved Result. We begin by defining what improved result means to you so we know exactly where we are headed.
Achieving improved results must begin with a mindset of transformation that leads to Positive Behavior Change. You can’t keep doing the same things and expect different results. That is the definition of organizational insanity. A critical element of a successful transformation is creating an environment where Positive Behavior Change happens and leads to achieving the improved results you desire.
This sounds simple, but we all know that behavior change is not easy. So we help you with specific steps that lead to the behavior change you need to accomplish your desired results.
The first is Goals. People are goal seekers by nature, but not goal achievers by habit. That is because they’ve never experienced a goal setting process that leads to goal achievement. We work with you to transform your goal setting and achievement process. To do this, we begin with an honest assessment of where you are now so you can create the roadmap to your desired improved results.
The next factors of the equation are Skills and Knowledge. Our transformational approach involves not only learning new skills or gaining knowledge, it is about the application of that which you know and learn. Knowledge isn’t power, applied knowledge is power. We work to help empower you by unleashing the skills and knowledge you need to achieve your desired results. It is the application of your skills and knowledge that leads to Positive Behavior Change.
The multiplier of our transformation formula is Attitudes. Attitudes reflect both the “want to” and the “believe you can.” There is a direct relationship between your attitudes and your behaviors. Again, we begin with an assessment that helps you understand how your underlying attitudes are either helping you or getting in your way. Then, we work with you to create success attitudes that support the behavior change required to achieve improved results.
Our success formula is raised to the power of P – or Process. For continual achievement of Improved Results, we support you in developing a systematic series of actions directed toward that end. The goal is for you to develop effective, efficient and adaptable processes that continuously lead to improved results.
Black Diamond Associates is your partner in applying this formula for a successful transformation; A transformation that can take you and your business to new levels of success.