The Five Pillars
The Pillars provide the foundation for setting organizational goals and direction for service and
operational excellence. They also provide consistency and focus over time that allows an organization
to resist new fad programs.
Most organizations use the five pillars: Service, People,
Quality, Financial, and Growth. These can be customized to fit specific language or
organizational terms, or other pillars can be added, such as Community.
Studer Group finds that the pillar model:
- Helps organizations to understand both their goals and their current position with respect to those goals on a system-wide basis.
- Provides the framework for an evaluation process, since all leaders are evaluated against established metrics under each pillar.
- Keeps the organization balanced in its short and long- term objectives.
- Lays the framework for consistent evaluations, agendas, communications, and work planning.
We have found that organizations that align their goals to Pillars and focus behaviors on the Nine Principles® create and sustain results.
