Customer Obsession

Leaders start with the customer. They work relentlessly to earn and keep their trust. Leaders are attentive to competition, but their obsession is customers.

Ownership Mentality

Leaders act like owners of the business. They think long-term and don't sacrifice long-term values for short-term results. They take actions on behalf of the company, not just their own team. Leaders never say, 'That's not my job.'

Invent and Simplify

Leaders expect and require innovation and invention from their teams, always finding ways to simplify. They are externally aware and look for new ideas everywhere, not limited by 'not invented here'. As we're always innovating, we know we can be misunderstood for long periods.

Insist on Being Right

Leaders are right a lot. They have strong judgment and good instincts. They seek diverse perspectives and are willing to be wrong.

Learn and Be Curious

Leaders never stop learning and always seek to improve. They're curious about new possibilities and explore them.

Hire and Develop the Best

Leaders raise the performance bar with every hire and promotion. They recognize exceptional talent and encourage its mobility within the organization. Leaders build other leaders and take their role as coaches seriously. We work for our teams to create development mechanisms, like the 'Career Choice' program.

Insist on the Highest Standards

Leaders tirelessly pursue the highest standards. Many people may think these standards are unreasonably high. They're continually raising the bar for themselves and their teams. Together, they deliver high-quality products, services, and processes.

Think Big

Thinking small is a self-fulfilling prophecy. Leaders create and communicate a bold direction that inspires results. They think differently and look for innovative solutions to serve customers.

Bias for Action

Speed matters in business. Many decisions and actions are reversible and do not require extensive analysis. We value calculated risk-taking.

Frugality

Accomplish more with less. Constraints drive resourcefulness, self-sufficiency, and invention. There are no extra points for growing headcount, budget, or fixed expenses.

Earn Trust

Leaders listen attentively, speak candidly, and treat others respectfully. They're open to being criticized and are aware that neither they nor their teams are perfect. They benchmark themselves against the best.

Dive Deep

Leaders operate at all levels, staying connected to the details, auditing frequently, and are skeptical when perceptions don't align with metrics. No task is beneath them.

Disagree and Commit

Leaders are obligated to respectfully challenge decisions when they disagree, even when it's uncomfortable or requires effort. Leaders have conviction and are tenacious. They do not compromise for social cohesion. Once a decision is determined, they fully commit.

Deliver Results

Considering the key elements of the business, leaders work to deliver them with quality and in a timely manner. Setbacks happen, but leaders surpass them and never settle.