Leadership Transformation

The Human-centred Organisation (HcO)

“The term human-centred is used to reflect that organizations not only have an impact on their customers (the users of their products and services), but also on other stakeholders, including their employees, their families, and the wider community.”

International Standard – ISO 27500

The International Organisation for Standardisation (ISO) outlines seven principles of human centredness:

  1. Capitalize on individual differences as an organizational strength;

  2. Make usability and accessibility strategic business objectives;

  3. Adopt a total system approach;

  4. Ensure health, safety and wellbeing are business priorities;

  5. Value personnel and create meaningful work;

  6. Be open and trustworthy; and

  7. Act in socially responsible ways.


ISO puts forward that in HcOs employees are considered as internal customers and customers are considered as external employees:

  • employees and managers should treat each other as if they were prized customers, in order to promote the safety and health in the organisation, contribute to long-term wellbeing, as well as reducing costs, increasing productivity and producing better output.

  • as well as users of products and services, customer should be regarded as external employees who participate in the development and delivery of products and services and in doing so increase the value of the organisation.

You can download the full International Standard here