It's no secret that one of the best ways to gain a competitive edge is to simply understand what your competitors are doing right and wrong. Both success and failure can come in many forms. At the end of the day, however, it boils down to three key competencies: people, processes, and technology. Organizations either get them right, or they do not; unfortunately the latter is more prevalent.
While all three are of critical importance, it is people who will ultimately define the success of an organization. Having the right people enables fundamental execution of basic blocking and tackling. They will ensure that processes are optimized while technology is appropriately used.
Why are people so important to organizational success? To begin, they become the culture of the organization. It is the culture that ultimately defines outcomes. To put this in perspective, think about a trip to a Disney theme park and the reception that awaits. Friendly staffers abound, looking to do nothing more than make your experience, and that of millions of other guests, unforgettable. Now compare this to another unforgettable experience, such as renewing your license at the Department of Motor Vehicles. Institutional cultures can make or break an organization.
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