He uses an integrated approach to strategic planning—a straightforward, three-step
process with managers that is implemented in sync with a set of actions designed to promote an organizational culture to support the strategic plan. His approach is grounded in the belief that the
real bottom line in any private or public organization is
creating customer value, which is maximized by fully engaging the people who deliver that bottom line,
He facilitates managers working through the three basic steps involved in strategic planning: developing a vision; creating a mission statement; and translating those into strategies and measurable, performance based action plans.
At the same time, he helps managers to: select, train, coach, and support employees to develop the performance competencies needed to achieve the organizational mission; guide employees at every level in developing efficient,
cost-effective, and customer driven processes; and model, promote, and cultivate organization-wide, customer-driven