Estimated reading time: 6 minutes
To manage with excellence, there must be a church culture that understands and embraces basic quality principles.
These principles shape the level of intentionality, consistency, and care that goes into everything a ministry does—from weekend services to volunteer engagement to how first-time guests are treated.
At its core, quality management is not about being flashy or overly complex. It comes down to a simple but powerful principle:
Do the right things, right, the first time and every time.
This single idea can transform how a church allocates resources, develops people, and fulfills its mission.
Let’s break it down.
Are We Doing the Right Things?
The first question every church leader should ask is: Are we doing the right things?
In other words, are our efforts, programs, and priorities actually moving us closer to fulfilling our mission?
Churches are often busy—but busyness does not equal effectiveness.
Doing the “right things” requires leaders to step back and examine how resources are being used.
That includes:
- People – staff and volunteers
- Time – meetings, programs, and events
- Money – budgets, facilities, and tools
Every ministry activity should be evaluated through a simple lens: Does this help us achieve our mission?
If the answer is unclear or no, then the activity—no matter how well-intentioned—may need to be reworked or eliminated.
Are We Doing Things the Right Way?
Once priorities are clear, the next question is: Are we doing things the right way?
Doing things “right” means being both effective (achieving the desired outcome) and efficient (using resources wisely). This is where systems, processes, and standards come into play.
Many churches rely on goodwill and passion alone.
While passion is essential, it cannot replace clarity.
Without defined processes, people will each do what they believe is best—and that leads to inconsistency.
Doing things the right way requires:
- Clearly defined expectations
- Simple, repeatable processes
- Training that equips people to succeed
Excellence is rarely accidental. It is the result of intentional design.
Are We Doing the Right Things Right—The First Time and Every Time?
The third question brings everything together:
Are we doing the right things, the right way, the first time and every time?
This is where predictability and trust are created.
For example, many churches say that welcoming visitors is a top priority. But priorities only matter if they are consistently executed.
If a guest has a warm, engaging experience one Sunday—but a confusing or awkward one the next—excellence has not been achieved.
Excellence means that every guest experience reflects the same care and intentionality.
Consistency is what turns good intentions into reliable outcomes.
How Do We Decide What the “Right Things” Are?
This is where a written mission and vision become critical.
The “right things” are determined by strategy, and strategy flows directly from a clear mission and vision.
- Mission defines why the church exists
- Vision defines what the church is working toward
When a church can clearly articulate both, leaders can make better decisions, set priorities, and steward resources wisely.
Strategy acts as the bridge between vision and action. It outlines the key objectives that move the church toward its mission.
Those objectives then determine which activities deserve time, energy, and funding.
A Practical Example
Imagine your church has a strategic objective to reach teenagers ages 13–19.
A question arises: Should we invest in a youth facility and upgrade our sound equipment?
Rather than debating preferences, ask a better question:
How does this support our mission and strategy?
If the investment directly supports the objective, then the decision becomes clear. If it does not, the answer is equally clear—no.
This approach removes emotion from decision-making and replaces it with alignment.
How Do We Know If We Are Doing Things Right?
Doing things right requires a systematic approach to excellence.
Excellence is not defined by good intentions or occasional success. It is determined by three commitments:
- Standards – Clearly defined expectations for how things are done
- Training – Equipping staff and volunteers to meet those standards
- Accountability – Coaching and reinforcing consistent behavior
Example: Creating a Welcoming Environment
If welcoming guests is a strategic priority, then standards should define what that looks like in practice. These might include:
- Friendly, proactive engagement
- Clear signage and directions
- Consistent follow-up with guests
Once standards are established, volunteers and staff must be trained—not just told—to meet them.
Training should include modeling, observation, and feedback.
Over time, mentoring and coaching help ensure those standards are consistently lived out.
How Do We Ensure Consistency Over Time?
Consistency does not happen automatically. Even well-trained people drift over time.
They forget details, take shortcuts, or develop habits that dilute excellence.
That’s why ongoing reinforcement is essential.
Churches should:
- Schedule annual reviews of policies and procedures
- Update standards as priorities and culture change
- Provide regular refreshers for staff and volunteers
This isn’t bureaucracy—it’s stewardship.
As part of training, leaders should always explain the “why” behind what is done.
For example, when a volunteer warmly welcomes a new mother and her baby into the children’s ministry, they are doing far more than following a checklist.
They are building trust, offering peace of mind, and creating space for that mother to engage in worship.
That moment may have a lasting spiritual impact—one the volunteer may never see.
Helping people remember why they do what they do fuels motivation and meaning.
Creating a Culture of Excellence
Doing the right things right, the first time and every time, is what creates a culture of excellence.
In his book, Deep & Wide, Andy Stanley writes, “If you don’t define what excellence looks like for your staff and volunteers, they will define it for themselves.”
When leaders are intentional about mission, strategy, and standards, excellence becomes the norm—not the exception.
By thoughtfully using the resources God has entrusted to the church, leaders create an environment people are drawn to—one they trust, value, and want to invest in.
Learn ways to motivate staff while providing helpful feedback by enrolling in our Staff Evaluations Course. You can explore the curriculum here!
