What makes the difference between an organization that endures and thrives—and one that just gets by? What makes an organization only get stronger in the face of change, while others weaken, wither and, sometimes, even fade away? What makes an organization be a place that people look to as an example of fairness, ethics, and commitment to others?

Endless theories and books on the subject abound, but they all in one way or another boil down to the following:

• The organization’s people
• Genuine commitment to doing what’s right for the customer
• Constancy of leadership focus and approach

While they may seem basic, awareness of these factors has only been heightened in the face of our recent national disasters. When reading about the stories of the post-hurricane heroism that occurred in the hospitals on the Gulf Coast, one can only conclude that those in leadership were operating with one focus in mind: doing what’s best for the patients served, whether they were evacuated, or needed to remain behind to weather the storm.

That focus was carried out by people who put their own losses aside to care for those in greatest need! The example they set should be a bar for all of us as we consider what we do every day in our organizations. While a crisis has a way of bringing us all together in unprecedented ways, there are some strong lessons to be learned from the Gulf Coast experience that can be applied in our own organizations.

Lesson #1: Your People are Your Greatest Asset
Your team will take your organization to new heights during times of change if they’re shown a clear vision, a steadiness of purpose and a clear understanding of their roles. It’s incumbent upon leadership to create the environment that builds upon the longer-term purposes of the organization and the strong roles that the individual plays in moving toward that goal. When in doubt, go to your people. They’ll have insights that will benefit the future direction.

Lesson #2: Never Lose Sight of Your Customer
In the face of change, as soon as we forget about who our customer is, we lose sight of the bigger picture and become adrift. Whether it’s a marketplace shift or a change in market dynamic, losing sight of the customer and their needs is a sure way for an organization to lose its sense of purpose. In the recent hurricanes, there was no doubt who was the focus of the hospital personnel during those bleak days.

Lesson #3: Be Consistent
Adapting to change takes time and can be scary. The key to managing change and its dynamics is to be consistent. Stay focused on specific values at the core of your organization; it’s those values that your people will cling to as they navigate the sea of change. It’s those values that will keep them supporting your effort, even if they’re uncomfortable at first. And it’s those values that will endure and provide the steady spirit that will help an organization weather any storm.

Catherine Baumgardner is an associate with Corporate Health Group, a national healthcare consulting firm, and is based in Pennsylvania. For additional information, please call 1-888-334-2500 or contact us via the Web.

To print this page select the print button from your browser window or click here.