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Table of Contents
1 Cover
2 Preface
4 Introduction “FAT ENOUGH, HAPPY ENOUGH” ISN'T ENOUGH WHAT YOU'LL FIND IN THE BOOK THE PLAN REQUIRES WORK
5 Chapter 1: A Foundation of Passion TRUE PASSION IS RARE DESIRE VERSUS PASSION THE IMPORTANCE OF JOY LEADING WITH PASSION
6 Chapter 2: Horizontal Alignment SUCCESS SCOREBOARD MARKET ENVIRONMENT WHY ME? THE CORE IDEOLOGY HOW DO YOU IDENTIFY YOUR CORE IDEOLOGY? THE FIRST STEP OF ALIGNMENT IS DONE
7 Chapter 3: Vertical Alignment VERTICAL ALIGNMENT SHOULDN'T BE AN AFTERTHOUGHT THE INCREDIBLE VALUE OF A WELL‐DESIGNED JOB DESCRIPTION A MISALIGNED BRAND DIGGING DEEPER INTO ALIGNMENT THE MISALIGNED SALES PROCESS BRAND STATEMENT AND VERTICAL ALIGNMENT THE FALLACY OF “DISRUPTION” SMALL CHANGES IN HORIZONTAL ALIGNMENT CREATE BIG CHANGES IN VERTICAL ALIGNMENT VERTICAL ALIGNMENT AT THE DIVISIONAL/DEPARTMENTAL LEVEL PASSION IS THE FOUNDATION, ALIGNMENT IS THE INFRASTRUCTURE
8 Chapter 4: Leadership Ideology THE PROBLEM WITH VALUES THE IMPORTANCE OF BEHAVIORS INTERNAL LOCUS OF CONTROL AN EMPOWERMENT CULTURE INTRINSIC NEEDS FULFILLMENT DIALECTICAL THINKING ZERO‐BASED THINKING COACHING AND COUNSELING TO SHIFT RESPONSIBILITY PEOPLE PREVENTATIVE MAINTENANCE SYSTEM SEAMWORK LEADERSHIP TOXICITY THE GREAT EIGHT OF BENEVOLENT ACCOUNTABILITY AND PRAGMATIC CREATIVITY
9 Chapter 5: The Customer Experience NOT ALL CUSTOMERS ARE ALIKE THE HEART AND ART OF SERVICE EXCELLENCE SERVICE EXCELLENCE AND ORGANIZATIONAL ERGONOMICS SERVICE RECOVERY CUSTOMER JOURNEY MAPPING AND THE POWER OF EXPECTATIONS
10 Chapter 6: The Employee Experience RECRUITING AND SELECTION NEW HIRE ONBOARDING/ORIENTATION SKILLS TRAINING CONTINUOUS COACHING AND PERFORMANCE FEEDBACK CAREER PATHING THE EMPLOYEE/CUSTOMER LINK
12 Appendix: Peak Performance Culture PEAK PERFORMANCE CULTURE ASSESSMENT ONGOING ENHANCEMENT HORIZONTAL ALIGNMENT ASSESSMENT VERTICAL ALIGNMENT ASSESSMENT LEADERSHIP IDEOLOGY ASSESSMENT CUSTOMER EXPERIENCE ASSESSMENT EMPLOYEE EXPERIENCE ASSESSMENT
14 Index
15 End
