I believe most large organisations these days have a mission statement; and the ones I’ve seen usually include words about providing excellent products and customer service. However, my own experience in recent years seems to suggest that many large organisations are now just dedicated to growing their businesses and making more money – despite what they say in their mission statements. Products just seem to get smaller (for example shower gel in a different but smaller bottle) or worse (tins of baked beans with sausages that now taste completely different and not as nice), and customer service is mostly abysmal (for example, long phone wait times, and bots instead of people). Furthermore, Chief Executive bonuses often seem to be tied to how much money is made. I wonder if any organisations tie their CEO’s bonus schemes to all the elements of the organisation’s mission statement. Would it make a difference if all organisations did that as a matter of course?