[eBook Code] Peak Performance Culture (eBook Code, 1st)

Preface ix

Acknowledgments xv

Introduction 1

“Fat Enough, Happy Enough” Isn’t Enough 3

What You’ll Find in the Book 6

The Plan Requires Work 8

Chapter 1: A Foundation of Passion 11

True Passion is Rare 11

Desire Versus Passion 13

The Importance of Joy 14

Leading with Passion 16

Chapter 2: Horizontal Alignment 19

Success Scoreboard 20

Market Environment 29

Why Me? The Core Ideology 31

How Do You Identify Your Core Ideology? 37

The First Step of Alignment is Done 52

Chapter 3: Vertical Alignment 55

Vertical Alignment Shouldn’t Be an Afterthought 58

The Incredible Value of a Well-Designed Job Description 60

A Misaligned Brand 62

Digging Deeper into Alignment 64

The Misaligned Sales Process 66

Brand Statement and Vertical Alignment 69

The Fallacy of “Disruption” 70

Small Changes in Horizontal Alignment Create Big Changes in Vertical Alignment 71

Vertical Alignment at the Divisional/ Departmental Level 75

Passion is the Foundation, Alignment is the Infrastructure 79

Chapter 4: Leadership Ideology 81

The Problem with Values 82

The Importance of Behaviors 84

Internal Locus of Control 88

An Empowerment Culture 91

Intrinsic Needs Fulfillment 94

Dialectical Thinking 96

Zero-Based Thinking 101

Coaching and Counseling to Shift Responsibility 104

People Preventative Maintenance System 109

Seamwork 113

Leadership Toxicity 116

The Great Eight of Benevolent Accountability and Pragmatic Creativity 118

Chapter 5: The Customer Experience 121

Not All Customers are Alike 123

The Heart and Art of Service Excellence 126

Service Excellence and Organizational Ergonomics 128

Service Recovery 132

Customer Journey Mapping and the Power of Expectations 134

Chapter 6: The Employee Experience 155

Recruiting and Selection 158

New Hire Onboarding/Orientation 165

Skills Training 169

Continuous Coaching and Performance Feedback 170

Career Pathing 177

The Employee/Customer Link 178

Chapter 7: It’s Go Time! 181

Appendix: Peak Performance Culture: The Five Metrics of Organizational Excellence 185

Peak Performance Culture Assessment 186

Ongoing Enhancement 190

Horizontal Alignment Assessment 191

Vertical Alignment Assessment 193

Leadership Ideology Assessment 194

Customer Experience Assessment 195

Employee Experience Assessment 197

About the Author 199

Index 201