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 |