Most organizations make it too hard for leaders and their colleagues to understand what must be done. They publish long lists of values and proper actions, but those lists overwhelm those who seek true understanding . . . especially when a new circumstance arises.
A much better approach is to identify a key operating principle that everyone can easily apply to whatever situation comes up. This not only saves time; it also encourages action over inaction.
Let’s look at an example. Charles Schwab, the discount stock broker, has always based its business on providing good service to its customers at the lowest possible cost. That’s the key operating principle that guides everything done at Charles Schwab.
It turns out that this operating philosophy is a perfect fit for what customers want and matches a key irresistible force in the brokerage industry. Let’s see why.
In the early days, the company found that customers who placed an order to buy or sell a security wanted to find out what had happened to their orders. Charles Schwab obliged its customers by placing calls promptly to let them know. To reduce its costs to provide this service, the company became a pioneer in developing computer […]

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