What happens when mission statement conflict with business practices? →

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“With correct policies and procedures along with a mission statement, most problems just don’t happen.” Do we really believe that?  To start with, let's delve into the significance of aligning a mission statement with the policies and procedures. Understanding the problems the Human Resources Department deals with regularly might be a good start in this enlightening journey.

At times, employees' interpretation of policies and procedures can lead to conflicts when it clashes with their understanding of the business's goals and objectives. It's crucial for us to be aware of these potential conflicts.  

If the mission statement is not directly related to policies and procedures, it can be easier to resolve conflicts when people believe they understand the goals. For example, management and employees might view the same rules and procedures but believe in different objectives and results.

Consider an employee being disciplined for excess French fry waste who justifies it with an interpretation of the company’s goals, that the company wants the customer to "enjoy their food.” The employee knows that fries are enjoyed hot, not cold, and disposes of the cold fries, increasing the waste rather than serving them. If the mission statement reflects the goal of having the customer enjoy their food, then it should override the policy on waste and shift the focus to why the fries are getting cold.

Mission statements, however, often go way beyond things that relate to the function of the business where the employees put their efforts. Coca-Cola’s mission statement is: “To refresh the world…To inspire moments of optimism and happiness…To create value and make a difference.” Hyatt’s mission statement is: “To provide authentic hospitality by making a difference in the lives of the people we touch every day.” Nike’s mission statement is:” “Bring inspiration and innovation to every athlete globally. * If you have a body, you are an athlete.” John Doe’s Burgers & Fries Restaurant’s hypothetical mission statement could be: “To have their customers enjoy their food and always get hot fries.”

Do any of these mission statements effectively guide the employee in making daily job decisions? John Doe’s Burgers & Fries mission statement does. This highlights the practical relevance of mission statements in the daily operations of a business.

Maybe the message is that when problems are brought to your attention, listen and don’t kill the messenger.