Peak Performance Culture: The Five Metrics of Organizational Excellence

ISBN-13: 9781119581499 / Angielski / Twarda / 2020 / 240 str.

Dave Mitchell

Spis treści

Preface ixAcknowledgments xvIntroduction 1"Fat Enough, Happy Enough" Isn't Enough 3What You'll Find in the Book 6The Plan Requires Work 8Chapter 1: A Foundation of Passion 11True Passion is Rare 11Desire Versus Passion 13The Importance of Joy 14Leading with Passion 16Chapter 2: Horizontal Alignment 19Success Scoreboard 20Market Environment 29Why Me? The Core Ideology 31How Do You Identify Your Core Ideology? 37The First Step of Alignment is Done 52Chapter 3: Vertical Alignment 55Vertical Alignment Shouldn't Be an Afterthought 58The Incredible Value of a Well-Designed Job Description 60A Misaligned Brand 62Digging Deeper into Alignment 64The Misaligned Sales Process 66Brand Statement and Vertical Alignment 69The Fallacy of "Disruption" 70Small Changes in Horizontal Alignment Create Big Changes in Vertical Alignment 71Vertical Alignment at the Divisional/ Departmental Level 75Passion is the Foundation, Alignment is the Infrastructure 79Chapter 4: Leadership Ideology 81The Problem with Values 82The Importance of Behaviors 84Internal Locus of Control 88An Empowerment Culture 91Intrinsic Needs Fulfillment 94Dialectical Thinking 96Zero-Based Thinking 101Coaching and Counseling to Shift Responsibility 104People Preventative Maintenance System 109Seamwork 113Leadership Toxicity 116The Great Eight of Benevolent Accountability and Pragmatic Creativity 118Chapter 5: The Customer Experience 121Not All Customers are Alike 123The Heart and Art of Service Excellence 126Service Excellence and Organizational Ergonomics 128Service Recovery 132Customer Journey Mapping and the Power of Expectations 134Chapter 6: The Employee Experience 155Recruiting and Selection 158New Hire Onboarding/Orientation 165Skills Training 169Continuous Coaching and Performance Feedback 170Career Pathing 177The Employee/Customer Link 178Chapter 7: It's Go Time! 181Appendix: Peak Performance Culture: The Five Metrics of Organizational Excellence 185Peak Performance Culture Assessment 186Ongoing Enhancement 190Horizontal Alignment Assessment 191Vertical Alignment Assessment 193Leadership Ideology Assessment 194Customer Experience Assessment 195Employee Experience Assessment 197About the Author 199Index 201

O autorze

DAVE MITCHELL is founder of The Leadership Difference, where he has delivered training seminars to over 450,000 people at top organizations. Dave has received multiple Speaker of the Year awards and is author of three previous books: Live and Learn or Die Stupid!, The Power of Understanding People, and The Power of Understanding Yourself.