Creating a Results-Driven Culture

Learn how to align mission, vision, and goals by optimizing decision-making, relationships, and operational effectiveness.

This course provides a comprehensive exploration of the mission, vision, and goals of an organization, principles of customer relationship management, strategies for problem-solving and decision-making, and the concepts of efficiency and effectiveness in the workplace. Participants will develop the skills and knowledge required to analyze organizational goals, build strong customer relationships, make effective decisions, and optimize work processes.

Target Audience

This course is appropriate for employees who are not currently in a position of leadership. This includes people who aspire to leadership positions in the future, have been identified as potential leaders, or anticipate moving into a leadership position within the next five years.

This course includes:

• 1 day of live, project-based training from experts
• Proprietary workbook included
• Verified digital certificate of completion
• Learn at an accredited institution
• Credits: 0.6 CEUs
• Small class sizes

What You'll Learn at a Glance

• Analyze the mission, vision, and goals of an organization. 
• Apply key principles in customer relationship management. 
• Analyze strategies for problem-solving and decision-making. 
• Compare the concepts of efficiency and the effectiveness of work.

Course Syllabus

Module 1: Creating Results Through the Mission, Vision, and Goals

• Differentiate mission, vision, and goals and how each guides organizational direction.
• Examine the impact of clear purpose statements on employee motivation and engagement.
• Analyze real agency examples to connect goals with daily decisions and strategic plans.
• Practice strategies to communicate mission, vision, and goals to internal and external stakeholders.

Module 2: Creating Results Through Customer Relationship Management

• Define internal vs. external customers and map key stakeholders you serve.
• Identify customer behavior types (new, impulse, angry, insistent, loyal) and match responses to needs.
• Build customer profiles to personalize service and improve consistency across channels.
• Apply tactics that strengthen trust, responsiveness, and service quality across the organization.

Module 3: Creating Results Through Problem Solving and Decision Making

• Distinguish problem solving from decision making and when to use each.
• Use root-cause tools (5 Whys, Fishbone, Problem Tree) to analyze complex issues.
• Generate solutions with SCAMPER, mind mapping, and reverse thinking.
• Select options with decision tools (Decision Matrix, Pugh Matrix, Decision Tree) and plan implementation.

Module 4: Creating Results Through Efficiency and Effectiveness

• Contrast efficiency (doing things right) and effectiveness (doing the right things).
• Prioritize work with Covey’s Priority Matrix, Ivy Lee, ABCDE, and the 80/20 rule.
• Improve personal productivity (Pomodoro, time tracking, automation, focused workflows).
• Adopt team practices that reduce waste: clearer agendas, fewer meetings, and better tool use.