SERV I CE T O F E LL OW M E N

THE 4P MANAGEMENT SYSTEM

UNDERSTANDING THE 4PS STARTS WITH THE OBSERVATION THAT MANAGEMENT
BEGINS AND ENDS WITH HUMAN BEINGS—PEOPLE AND PARTNERS.

THE 4P INCLUDES:
PEOPLE
PROCESS
PERFORMANCE
PARTNER
THE 4PS CONCEPT BEGINS WITH THE PEOPLE INSIDE THE ORGANIZATIONS—THE TEAM
MEMBERS RESPONSIBLE FOR CARRYING OUT THE DAY-TO-DAY TASKS NECESSARY TO
OPERATE THE BUSINESS.

THE NEXT ELEMENT OF THE MODEL IS PROCESS, WHICH IS NOTHING MORE THAN A
SERIES OF INPUTS AND OUTPUTS. IN A PERFECT WORLD, A VISUAL DEPICTION OF A
PROCESS LOOKS LIKE TWO LINES RUNNING PARALLEL WITH EACH OTHER.

EVERYTHING THAT HAPPENS INSIDE AN ORGANIZATION IS A PROCESS.

THINKING IN TERMS OF PROCESSES HELPS TEAM MEMBERS GRASP BIG CHALLENGES
WITHOUT BEING OVERWHELMED. ALL COMPLEX OPERATIONS ARE COMPOSED OF SMALL
PROCESSES.
THE THIRD ELEMENT IN THE 4PS IS PARTNERS, A TERM USED TO IDENTIFY THE
IMPORTANCE OF SUPPLIERS AND BUYERS—CUSTOMERS, GUESTS, AND USERS OF THE
PRODUCTS AND SERVICES SOLD BY AN ORGANIZATION.

TREATING CUSTOMERS LIKE PARTNERS, THOUGH OFTEN OVERLOOKED, IS VERY

IMPORTANT.
SUPERIOR PERFORMANCE IS A REFLECTION OF WELL-CONCEIVED AND PROPERLY
EXECUTED PROCESSES

PERFORMANCE IS ENHANCED THROUGH THE USE OF GOALS AND CONTROLS TO ENSURE

THE TEAM REMAINS FOCUSED.

THE 4PS ARE A POWERFUL METHOD FOR IDENTIFYING WHAT IS IMPORTANT. THIS
METHOD BEGINS AND ENDS WITH HUMAN BEINGS, BUT BETWEEN THE KEY CATEGORIES
OF PEOPLE AND PARTNERS, THE IMPORTANCE OF PROCESS CANNOT BE OVERSTATED.

WHEN ORGANIZATIONS CREATE A CULTURE THAT PROMOTES HUMAN INTERACTION

AND CONSTANTLY ENHANCES THE PROCESSES USED IN THE DAY-TO-DAY TASKS, THE
RESULT IS SUPERIOR PERFORMANCE.
CONCLUSION
LEADERS HAVE SPENT FAR TOO MUCH TIME FOCUSING ON FISCAL RESOURCES AND NOT
ENOUGH TIME FOCUSING ON HUMAN RESOURCES. LONG-TERM SUCCESS IS A RESULT OF
PUTTING MORE EFFORT INTO BUILDING A POSITIVE, PEOPLE-CENTERED CULTURE THAN
PORING OVER PROFIT-AND-LOSS STATEMENT

“THERE IS A HARMONY IN RELATIONSHIPS AND A CONSTRUCTIVE CONFLICT OF IDEAS.

THERE IS A PALPABLE UNITY AS THE PEOPLE THERE IMPLEMENT THEIR VISION. THERE IS A
RHYTHM OF INNOVATION AND RENEWAL. THERE IS A SENSE OF URGENCY—MOVEMENTS
ARE NEVER CASUAL.” – MAX DE PREE
LEADERS NEED TO LIBERATE THEMSELVES FROM THE DENIAL STEEPED PAST AND
EMBRACE THE DAWN OF A NEW ERA AND A NEW CULTURE—ONE THAT RECOGNIZES THE
ECONOMIC POWER OF AN ORGANIZATION RESIDES IN PEOPLE-FIRST PRACTICES AIMED
AT SUSTAINABILITY.

THE BOTTOM LINE IS NOT ABOUT PRICE AND PROFIT; IT IS ABOUT CHOICE AND CULTURE.
ACTIVITY
• THE PURPOSE OF THE PREVIOUS DISCUSSIONS ABOUT SERVICE TO FELLOWMEN IS TO
PREPARE EACH INDIVIDUAL FOR THE FUTURE PROFESSIONAL EXEPERIENCES.

• HAVING LEARNED THE DIFFERENT CONCEPTS ABOUT SERVICES, ANSWER THE

FOLLOWING:
1. WHO WILL YOU BE 10 YEARS FROM NOW AS A PROFESSIONAL?
2. WHAT IS THE MOST IMPORTANT LESSON YOU LEARNED?
3. WHAT WILL BE YOUR NEXT MOVE IN ORDER TO APPLY THESE LESSONS IN LIFE?
SOURCE: SANDERS, DAN. 2008. BUILT TO SERVE. MCGRAW HILL-USA.