HPO managers know that the reason why they are creating an HPO is to be able to better serve the reason for their organization’s being – the customers – and therefore they will make sure that these will notice the effects of the HPO efforts in the quality of products and especially the quality of service they receive; while enlisting the suppliers in their value chain to also become high-performing so they emphatically support the move to excellent service to customers. HPO managers also know that to make it possible to serve customers as best as possible, all organizational units have to collaborate to a high degree so ‘seamless’ service delivery is safeguarded (managerial behavior).
