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The Five Drucker Questions:

1. What is our mission?

Why you do what you do, the organization’s reason for being, its purpose. Says what, in the end, you want  to be remembered for.

“A mission cannot be impersonal, it has to have deep meaning, be something you believe in Something you know is right. A fundamental responsibility of leadership is to make sure that everybody knows the mission, understands it, lives it”

2. Who is our Customer?

Those who must be satisfied in order for the organization to achieve results the primary customer is the person whose life is changed through the organization’s work. Supporting customers are volunteers, members, partners, funders, referral sources, employees, and others who must be satisfied.

“Time and again you will have to ask, ‘who is our customer?’ because customers constantly change. The organization that is devoted to results-always with regard for its basic integrity-will adapt and change as they do”

3.What does the Customer value?

That which satisfies customers’ needs (physical and psychological well-being), wants (where, when, and how service is provided),and aspirations (desired long-term results).

“The first rule is that there are no irrational customers. Almost without exception, customers behave rationally in terms of their own realities and their own situation leadership should not even try to guess at the answers but should always go to their customers in a systematic quest for those answers”

4.What are our results?

The organization’s bottom line. Defined in changed live-people’s behavior, circumstances, health, hopes competence, or capacity. Results are always outside the organization.

“People are no longer interested to know,is it good cause? Instead they ask, what is being achieved? Is this a responsible organization worthy of my investment ? what difference is being made in society, in this community , in the life of individuals?

5.What is our plan?

Defines the particular Place you want to be and how you intend to get there. Encompasses mission, vision, goals, objectives,  action steps, a budget, and appraisal.

“Everyone with a role should have the opportunity to give input. This looks incredibly slow. But when the plan is completed, the next day everyone understands it. More people in the organization want the new, are committed to it, are ready to act. ”

منبع: کتاب5 پرسش مهمی که شما در مورد سازمان خود سوال خواهید کرد- نوشته پیتر دراکر