BSI’s model for Organizational Resilience is built upon a century of experience and tens of thousands of client interactions around the world. It distils the requirements for Organizational Resilience into three essential elements: product excellence, process reliability and people behaviours.
These three elements combine to provide the customer with the best possible overall experience. A business that achieves this consistently over time will not only build customer loyalty, but also trust and long-term relationships with all its stakeholders.
In this context ‘product’ refers to whatever product, service or solution an organization brings to market to generate revenue. The starting point is to ask which markets an organization serves. Do its capabilities and products match the market requirements – and comply with regulatory requirements – and if not, how does it adapt to them?
Embedding habits of excellence into the development of products and services and bringing them to market, is a key component of success. Organizations need a systematic approach to quality in the broadest sense of the word. They must ensure they ‘do the basics right’ consistently through the strength and reliability of their processes, while still leaving scope for innovation and creativity.
An organization’s people, culture and values determine business success.
‘People do business with people’ may be a cliché, but it remains true that we often judge an organization by the personal experience we have with it. This includes how its employees serve us, and how we observe the company interacting with the environment, civil society and its supply chain partners on ethical and social responsibility issues. If our experience is positive we, and many others like us, will cumulatively reinforce the brand’s reputation.