Peak Performance Culture: The Five Metrics of Organizational Excellence (Hardcover)

Preface

Acknowledgments

Introduction

“Fat Enough, Happy Enough” Isn’t Enough

What You’ll Find in the Book

The Plan Requires Work

1 A Foundation of Passion

True Passion is Rare

Desire Versus Passion

The Importance of Joy

Leading With Passion

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

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

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

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

6 The Employee Experience

Recruiting and Selection

New Hire Onboarding/Orientation

Skills Training

Continuous Coaching and Performance Feedback

Career Pathing

The Employee/Customer Link

7 It’s Go Time!

Peak Performance Culture: The Five Metrics of Organizational Excellence

Peak Performance Culture Assessment

Ongoing Enhancement

Horizontal Alignment Assessment

Vertical Alignment Assessment

Leadership Ideology Assessment

Customer Experience Assessment

Employee Experience Assessment

About the Author

Index