A sense of mission where failure is not an option is a critical success factor for business excellence. It’s also a rare commodity.

The motivational benefits a clear sense of mission produces is second to none. When all the people in an organization are singularly focused upon achieving a mission, and they understand that failure is just out of the question, amazing things happen.

December 22nd. That is the day this year that United Parcel Service will deliver more packages than any other day in its history. It is the culmination of what they call peak season. Volume spikes during the holiday season to levels that look impossible to serve. UPS does not set resource levels based on this two month increase. Temporary hires, leased vehicles, temporary modifications to existing facilities, and office workers “putting on their browns” to pitch in are some of the tactics used to accomplish the mission of delivering every gift in the system before Christmas morning. It is the day their obsession with flawless execution is tested. They always achieve success. Because they don’t even think that failure is possible.

It’s been a long time since I have experienced a peak season first hand. I do think I learned a little about extraordinary execution doing my part to insure we did not fail. Here are the key lessons your organization might consider.

The mission was clear and success was easily measured. Every package would be delivered safely and on its promised date. Period. No wiggle room.

Everyone in the organization focused on the mission. Labor and management worked together to accomplish it. Nearly everyone in management was on the road delivering during peak. By the way, UPS’s practice of promoting from within insures them that their management team has the skills to drive package cars and deliver packages. Indeed, they were probably the stars before they became management.

No flaky goals. When goals are set at UPS, they are set to what they call MAR. Minimum Acceptable Requirement. That means you hit your goal or there were consequences. No excuses.

Incredible team work. I don’t think I ever took a team building class at UPS. When mission becomes critical, you learn to work together. You just don’t let your partner down.

Their planning system is amazing. You cannot reasonably expect people to successfully complete a poor plan. As a manager, I always knew what was coming next, and if contingencies needed to be put in place, they were readily available. The most important metric for those of us in operations was performance to plan.

Incredible talent and a system that filters out those that would not succeed in the system. I still contend to this day, that UPS employs the hardest working people in the world and holds them to incredible standards. I must admit that in my consulting career I have often seen work hailed as excellent in other organizations that wouldn’t keep a person employed at UPS.

Lastly, sincere, real face to face recognition for outstanding efforts. No corporate employee of the month program, no token attaboys or email congrats…but a firm handshake, a look directly in your eye, and an honest thank you for your efforts. From someone who knows what it took to get it done. From your partner in the mission.