Frederick Neichtze once said
"He who has a why to live can bear almost any how."
Neichtze said something we all know to be true, each of us is searching for a greater purpose on which to base our lives. Once we know "why" we are doing something, what is the greater good that I am living for, we will devote time, energy, money and brainpower to fulfilling the "how". Conversely if we are unsure about the "why" then we quickly can become demotivated, inefficient and unsatisfied in the "how".
- What - Organise my customers information.
- How - through a computer system and team work.
- Why - to get my job done, please the boss and get paid.
But if we switch the order we could say
- Why - Provide the best customer satisfaction possible, to benefit others and grow the business
- How - Organise our customers information as best as possible to be able to serve them as best as possible - use computer systems and team work
- What - Take care in following the processes that support our customer service.
This is only a minor example, but perhaps it is the most helpful as it shows how this can work in a very day to day mundane way.