Peak Performance Culture - The Five Metrics of Organizational Excellence

An innovative approach to driving maximum performance at all levels of an organization
 
Peak Performance Culture: The Five Metrics of Operational Excellence is a step-by-step roadmap to achieving optimal organizational development in your company or association. This practical guide helps you accurately evaluate the current state of your company and create a strategy that maximizes its future success. Author Dave Mitchell, building upon concepts introduced in his bestselling books The Power of Understanding People and The Power of Understanding, provides new applications, effective real-world tactics, powerful organizational assessment tools, and much more.
 
The book addresses the five critical factors for organizational success: vertical alignment, horizontal alignment, leadership ideology and corporate culture, employee experience, and customer experience. Each comprehensive chapter introduces a key component to peak performance culture -- containing a detailed definition of the component, illustrative examples, expert insights, and practical considerations relevant to a diverse range of real-world situations. This must-have guide:
* Features exercises and assessments to identify organizational metrics drawn from 25 years of work with client organizations such as Allstate Insurance, Bank of America, Universal Studios, Hilton Worldwide, Walt Disney World, and hundreds more
* Explores best practices for implementing policies, procedures, and philosophies that align with an organization's mission, values, and strategy
* Discusses individual characteristics of high performers, how to enhance teamwork, the relationships between functional units within an organization, and employee recruitment, selection, and onboarding
* Addresses issues surrounding how employees responsible for customer satisfaction are experiencing their organizations
* Provides tools for continually evaluating and improving customer experience, including a pragmatic model that can be applied to any organization
 
Whether your company needs to correct performance problems, or is already successful but seeking even higher levels of success, Peak Performance Culture: The Five Metrics of Operational Excellence will prove to be an invaluable resource for any organization.

Sommario

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

Info autore

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.

Riassunto

An innovative approach to driving maximum performance at all levels of an organization

Peak Performance Culture: The Five Metrics of Operational Excellence is a step-by-step roadmap to achieving optimal organizational development in your company or association. This practical guide helps you accurately evaluate the current state of your company and create a strategy that maximizes its future success. Author Dave Mitchell, building upon concepts introduced in his bestselling books The Power of Understanding People and The Power of Understanding, provides new applications, effective real-world tactics, powerful organizational assessment tools, and much more.

The book addresses the five critical factors for organizational success: vertical alignment, horizontal alignment, leadership ideology and corporate culture, employee experience, and customer experience. Each comprehensive chapter introduces a key component to peak performance culture -- containing a detailed definition of the component, illustrative examples, expert insights, and practical considerations relevant to a diverse range of real-world situations. This must-have guide:
* Features exercises and assessments to identify organizational metrics drawn from 25 years of work with client organizations such as Allstate Insurance, Bank of America, Universal Studios, Hilton Worldwide, Walt Disney World, and hundreds more
* Explores best practices for implementing policies, procedures, and philosophies that align with an organization's mission, values, and strategy
* Discusses individual characteristics of high performers, how to enhance teamwork, the relationships between functional units within an organization, and employee recruitment, selection, and onboarding
* Addresses issues surrounding how employees responsible for customer satisfaction are experiencing their organizations
* Provides tools for continually evaluating and improving customer experience, including a pragmatic model that can be applied to any organization

Whether your company needs to correct performance problems, or is already successful but seeking even higher levels of success, Peak Performance Culture: The Five Metrics of Operational Excellence will prove to be an invaluable resource for any organization.

Dettagli sul prodotto

• Autori: Mitchell, D Mitchell, Dave Mitchell
• Editore: Wiley, John and Sons Ltd
• Lingue: Inglese
• Formato: Copertina rigida
• Pubblicazione: 31.10.2020
• EAN: 9781119581499
• ISBN: 978-1-119-58149-9
• Pagine: 240
• Categorie: Scienze naturali, medicina, informatica, tecnica > Matematica; Scienze sociali, diritto, economia > Economia > Management; Mathematik, Spitzenleistung, Mathematics, Mathematik in Wirtschaft u. Finanzwesen, Business & Finance