好品質需要重視細節

By Robert J. Tamasy

這些年來,我最享受的經驗之一是造訪美國佛羅里達州奧蘭多市的狄斯耐樂園。我去過許多次,而每一次都帶給我的感官豐盛的饗宴。在最近一次的遊覽,我對那位傳奇創辦人華德狄斯耐的一個特質印象深刻,他總是強調重視細節。

狄斯耐先生總是細心、嚴謹、辛勤地確保他每項作品的品質,不論是動畫影片,真人演員的電影,或者後來的狄斯耐樂園及狄斯耐世界主題樂園,我的一位朋友鮑伯.傅思特(Bob Foster),擁有美國科羅拉多州科羅拉多泉的一個農場旅館,華德狄斯耐曾住過那旅館。他讚美上帝在失落谷農場所創造的天然美景。狄斯耐先生告訴我的朋友鮑伯:「我在從事重新創造的工作。」

而且華德狄斯耐嚴謹地看待這工作,他今天也仍舊嚴謹地看待他的樂園。你在樂園看到的每個地方都是視覺的驚喜。快樂、鼓舞人心的音樂在樂園的各處跟隨著遊客。各式各樣的餐廳迎合每種口味;各種吸引人的東西歡迎好奇者的觸摸,愉悅的味道充滿在空氣中。即使在排隊等著去搭乘緊張刺激的遊樂設施時,還有許多聲光效果吸引人們的注意力。

身為工商專業人士,我們應該同樣地致力於細節,不論那意味著確保我們所提供之產品或服務的品質;盡心地照顧客戶與顧客的需求;遵守我們所作的承諾;完成財務責任--包括迅速地付薪資給員工並付款給供應商。這很有商業道理,這麼做,我們也仿傚上帝的特質,因為聖經顯示上帝非常關心細節。以下是一些例子:

供應需要。要確保企業的品質,我們需要提供工具和資源給我們的員工,使他們能把工作做好。「神就照著自己的形像造人,乃是照著他的形像造男造女。神就賜福給他們,又對他們說:要生養眾多,遍滿地面,治理這地…神說:看哪,我將遍地上一切結種子的菜蔬和一切樹上所結有核的果子全賜給你們作食物。」(創世記1章27-29節)

減輕憂慮。員工在背負焦慮與擔憂時無法執行他們的工作。成功機構的一個重要細節是確實讓員工對自己在做什麼事、為什麼做、及如何做都有信心。「你們看那天上的飛鳥,也不種,也不收,也不積蓄在倉裡,你們的天父尚且養活他。你們不比飛鳥貴重得多嗎﹖…你想野地裡的百合花怎麼長起來;他也不勞苦,也不紡線。然而我告訴你們,就是所羅門極榮華的時候,他所穿戴的,還不如這花一朵呢!」(馬太福音6章26-29節)

即使在最小的細節都做到卓越。決定某個人是否有能力處理重大事務的一個最佳方法是看他如何處理小的事情,不論是品質和做法上。若他們在小事上都處理不好,為何要把重大的工作交託他們做?「人在最小的事上忠心,在大事上也忠心;在最小的事上不義,在大事上也不義」(路加福音16章10節)

勞勃.泰默西是領袖資產協會的傳播部副部長,這是一個總部在美國喬治亞州亞特蘭大的非營利組織。

省思/討論題目
想想一個地方,或一間公司讓你對他們的細節印象深刻。那對你有什麼影響--而且你想他們的強調細節在他們的成功上扮演什麼角色? 作生意時,把焦點放在細節上與放在「大方向」有何不同?你認為注重細節會影響追求「大方向」的目標嗎?請解釋。 當一個企業成長並興盛時,細節如何會漸被遺忘或忽略?沒有注重細節會如何導致產品或服務品質的下降? 從你的觀點,上帝以哪些特別的方式展現祂對每天生活細節的關心?註:若有聖經且想要看有關此主題的其他經文,請看:出埃及記12章31-42節,20章17節,37章1-27節;詩篇139篇1-16節;馬可福音6章7-11節

QUALITY REQUIRES ATTENTION TO DETAIL
By Robert J. Tamasy

Over the years, among my most enjoyable experiences have been visits to the famed Walt Disney World entertainment complex in Orlando, Florida, U.S.A. I have gone there on several occasions and each time has been a treat for all of my senses. During my most recent trip I was impressed by one particular trait the legendary founder, Walt Disney, always emphasized – attention to detail.

Mr. Disney was meticulous, painstakingly working to ensure the quality of each of his productions, whether an animated film, a movie with real actors, or later – his Disneyland and Disney World theme parks. A friend of mine, Bob Foster, owned a guest ranch in Colorado Springs, Colorado, U.S.A. that once had Walt Disney as a guest. Admiring the natural beauty of God”s creation at Lost Valley Ranch, Mr. Disney told my friend Bob, “I am engaged in the work of re-creation.”

And Walt Disney took this work seriously, as is still the case in his parks today. Everywhere you look in these centers there is a visual surprise. Happy, uplifting music follows visitors throughout the parks. An abundance of restaurants appeal to every palate; there are attractions that welcome a curious touch, and delightful smells fill the air. Even while waiting in line to board one of the thrilling rides, there are sights and sounds to hold one”s attention.

As business and professional people, we should have a similar commitment to detail, whether it means ensuring the quality of products or services we provide; being diligent to attend to the needs of customers and clients; honoring commitments we make, or meeting financial obligations – including paying both employees and suppliers promptly. It makes excellent business sense, and in doing so, we replicate a trait of God, whom the Bible reveals has great concern for detail. Here are some examples:

Providing for needs. To ensure quality in business, we need to provide the tools and resources our staff need to perform their jobs. “So God created man in his own image, in the image of God he created him; male and female he created them. God blessed them and said to them, “Be fruitful and increase in number; fill the earth and subdue it”…. God said, “I give you every seed-bearing plant on the face of the whole earth and every tree that has fruit with seed in it. They will be yours for food” ” (Genesis 1:27-29).

Alleviating worries. Workers cannot carry out their responsibilities as well when burdened with anxiety and worries. One important detail for a successful organization is ensuring employees feel confident about what they do, why they are doing it, and how they are to do it. “Look at the of the air; they do not sow or reap or store away in barns, and yet your heavenly Father feeds them. Are you not much more valuable than they?… See how the lilies of the field grow. They do not labor or spin. Yet I tell you that not even Solomon in all his splendor was dressed as one of these” (Matthew 6:26-29).

Excelling in even the smallest details. One of the best ways of determining whether someone is capable of handling great responsibility is how well they handle small responsibilities, in terms of both quality and approach. If they address minor matters improperly, why should they be entrusted with greater tasks to perform? “Whoever can be trusted with very little can also be trusted with much, and whoever is dishonest with very little will also be dishonest with much” (Luke 16:10).

© 2015. Robert J. Tamasy is vice president of communications for Leaders Legacy, Inc., a non-profit based in Atlanta, Georgia, U.S.A.

Reflection/Discussion Questions
Think of a place, or a company, that has impressed you with its attention to detail. What has been its impact on you – and what role do you believe that emphasis has had on its success? What is the difference between putting ample focus on details and having a “big picture” approach to business? Do you think paying attention to details can interfere with the pursuit of “big picture” goals? Explain your answer. How might an emphasis on details become forgotten or neglected as a business grows and prospers? How can the failure to attend to details result in a decline in quality products or services? What are some specific ways, in your view, that God demonstrates His special concern for details in everyday life?NOTE: If you have a Bible and would like to read more about this subject, consider the following passages: Exodus 12:31-42, 20:17; 37:1-27; Psalm 139:1-16; Mark 6:7-11

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