Someone recently asked me, what was the single most important action you took to change the direction of the then Columbia Union College? My quick response was pray, asking God for divine guidance alone with a special request for patience, determination and to do and say the right things at the right times. To a certain extent, he was satisfied with that answer, but persisted in asking, so then what did you do? In further reflection on the question, my answer today would be that I established a partnership with God to identify who were my customers and then create a culture of excellence to provide a service or product that exceeded the expectations of the customers. In an organization with multiple customers such as trustees, faculty, staff, students, constituents, parents and even government and accrediting agencies, how does one exceed multiple customer expectations? The very first and most important step in transforming an organization is identifying and understanding its core values and vision. Once established they can be used to determine operational issues such as goal setting, decision making, criteria for effective hiring, and identifying appropriate behaviors. At Washington Adventist University our core values and vision have helped us to declare the institution’s higher purpose, create an internal and external image of the organization, communicate a message and priority internally and to make sure that our pillars of excellence – quality, people, finance, growth, service, community - are continually aligned with our operational values.
This is Washington Adventist University