Although outcomes serve as a wonderful measuring stick as to the performance of individuals and companies alike, focusing too much on outcomes may in fact incentivize less than optimal means of achieving them. Measure too much on sales revenues, perhaps leads to sales people selling something a customer doesn’t need. Focus too much on retaining business, perhaps relationship managers tell a customer what they WANT to hear as opposed to what they NEED to hear. At Kenway, we obviously believe that outcomes are extremely important. But unlike many companies, we believe outcomes are simply a byproduct of adhering to strict means. In other words, we don’t measure outcomes, we measure the means. And when we are most successful in adhering, the outcomes simply take care of themselves.
The means are Kenway’s Guiding Principles, a list of paths forward, guides for decision making in complex situations.
The means are Kenway’s Guiding Principles, a list of paths forward, guides for decision making in complex situations. Oaths, if you will, that each of us as Kenway employees promise to uphold. They focus on integrity, quality, value and respect for each of us as individuals. Without them, we would rely on our upbringings and past work experiences to govern our decisions. With them, we take the same reliance and marry it with the promise we make to our employees, clients, partners, prospects and recruits to treat them uniquely and ethically, as we would anyone else, regardless of what the outcome may bring.
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