How to Deliver Excellence

In the spirit of the “how to” theme of the February issue, I made a list of some of the fundamental elements I believe create excellence within an organization. If you have to wonder whether or not you and your laboratory deliver excellence, chances are that while you may be meeting client expectations, you are likely not exceeding them. 

Delivering excellence requires clear communication and that includes knowing that clients are very pleased about their relationship with your laboratory and its services. To me, it’s not the same as “customer service”; it’s more than that: it comes from the gut—the vision—of your operation and requires everyone to be on board.

While clear communication is fundamental, here are just a few other essential delivery givens:

• Begin with the end in mind....
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