This talk promotes a shift in thinking behavior – from an operational mindset to a global mindset.  It would be relevant for an organization that is becoming more global and need their employees to be aware of ‘what it takes’.  An international study has been conducted by Bart Allen Berry:
What makes you world-class in eyes of customer?
Quality Consistency with zero defect or inaccuracy
Value Value compared to price paid
Timeliness On-time delivery
Efficiency Optimisation and simplicity, minimised confusion
Environment Organised, pleasant and aesthetically appealing
Connection Easily accessible, approachable and resourceful
Self-management Well mannered, courteous and attentive behaviours
Commitment Having customers best interest at heart
Teamwork Highly driven toward customer satisfaction and results
Innovation Up to date offerings and creative approach