{"product_id":"peak-performance-culture-the-five-metrics-of-organizational-excellence-hardback-9781119581499","title":"Peak Performance Culture; The Five Metrics of Organizational Excellence (Hardback) 9781119581499","description":"\u003cfont face=\"Georgia\"\u003e\r\n\u003cp\u003e\u003cfont size=\"6\"\u003ePeak Performance Culture\u003c\/font\u003e\u003cbr\u003e\r\n\u003cfont size=\"5\"\u003eThe Five Metrics of Organizational Excellence\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\r\n\u003cp\u003e\u003cfont size=\"4\"\u003eDave Mitchell (Author)\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e9781119581499, Wiley\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eHardback, published 26 October 2020\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e240 pages\u003cbr\u003e23.4 x 16 x 2.8 cm, 0.408 kg\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\r\n\r\n\u003cp align=\"justify\"\u003e\u003cstrong\u003e\u003cfont size=\"3\"\u003e\u003cp\u003e\u003cb\u003eAn innovative approach to driving maximum performance at all levels of an organization\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003ci\u003ePeak Performance Culture: The Five Metrics of Operational Excellence\u003c\/i\u003e 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 \u003ci\u003eThe Power of Understanding People\u003c\/i\u003e and \u003ci\u003eThe Power of Understanding\u003c\/i\u003e, provides new applications, effective real-world tactics, powerful organizational assessment tools, and much more.\u003c\/p\u003e \u003cp\u003eThe 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:\u003c\/p\u003e \u003cul\u003e \u003cli\u003eFeatures 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\u003c\/li\u003e \u003cli\u003eExplores best practices for implementing policies, procedures, and philosophies that align with an organization's mission, values, and strategy\u003c\/li\u003e \u003cli\u003eDiscusses individual characteristics of high performers, how to enhance teamwork, the relationships between functional units within an organization, and employee recruitment, selection, and onboarding\u003c\/li\u003e \u003cli\u003eAddresses issues surrounding how employees responsible for customer satisfaction are experiencing their organizations\u003c\/li\u003e \u003cli\u003eProvides tools for continually evaluating and improving customer experience, including a pragmatic model that can be applied to any organization\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eWhether your company needs to correct performance problems, or is already successful but seeking even higher levels of success, \u003ci\u003ePeak Performance Culture: The Five Metrics of Operational Excellence\u003c\/i\u003e will prove to be an invaluable resource for any organization.\u003c\/p\u003e\u003c\/font\u003e\u003c\/strong\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e\u003cp\u003ePreface ix\u003c\/p\u003e \u003cp\u003eAcknowledgments xv\u003c\/p\u003e \u003cp\u003e\u003cb\u003eIntroduction 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e“Fat Enough, Happy Enough” Isn’t Enough 3\u003c\/p\u003e \u003cp\u003eWhat You’ll Find in the Book 6\u003c\/p\u003e \u003cp\u003eThe Plan Requires Work 8\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 1: A Foundation of Passion 11\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eTrue Passion is Rare 11\u003c\/p\u003e \u003cp\u003eDesire Versus Passion 13\u003c\/p\u003e \u003cp\u003eThe Importance of Joy 14\u003c\/p\u003e \u003cp\u003eLeading with Passion 16\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 2: Horizontal Alignment 19\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eSuccess Scoreboard 20\u003c\/p\u003e \u003cp\u003eMarket Environment 29\u003c\/p\u003e \u003cp\u003eWhy Me? The Core Ideology 31\u003c\/p\u003e \u003cp\u003eHow Do You Identify Your Core Ideology? 37\u003c\/p\u003e \u003cp\u003eThe First Step of Alignment is Done 52\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 3: Vertical Alignment 55\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eVertical Alignment Shouldn’t Be an Afterthought 58\u003c\/p\u003e \u003cp\u003eThe Incredible Value of a Well-Designed Job Description 60\u003c\/p\u003e \u003cp\u003eA Misaligned Brand 62\u003c\/p\u003e \u003cp\u003eDigging Deeper into Alignment 64\u003c\/p\u003e \u003cp\u003eThe Misaligned Sales Process 66\u003c\/p\u003e \u003cp\u003eBrand Statement and Vertical Alignment 69\u003c\/p\u003e \u003cp\u003eThe Fallacy of “Disruption” 70\u003c\/p\u003e \u003cp\u003eSmall Changes in Horizontal Alignment Create \u003ci\u003eBig \u003c\/i\u003eChanges in Vertical Alignment 71\u003c\/p\u003e \u003cp\u003eVertical Alignment at the Divisional\/ Departmental Level 75\u003c\/p\u003e \u003cp\u003ePassion is the Foundation, Alignment is the Infrastructure 79\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 4: Leadership Ideology 81\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Problem with Values 82\u003c\/p\u003e \u003cp\u003eThe Importance of Behaviors 84\u003c\/p\u003e \u003cp\u003eInternal Locus of Control 88\u003c\/p\u003e \u003cp\u003eAn Empowerment Culture 91\u003c\/p\u003e \u003cp\u003eIntrinsic Needs Fulfillment 94\u003c\/p\u003e \u003cp\u003eDialectical Thinking 96\u003c\/p\u003e \u003cp\u003eZero-Based Thinking 101\u003c\/p\u003e \u003cp\u003eCoaching and Counseling to Shift Responsibility 104\u003c\/p\u003e \u003cp\u003ePeople Preventative Maintenance System 109\u003c\/p\u003e \u003cp\u003eSeamwork 113\u003c\/p\u003e \u003cp\u003eLeadership Toxicity 116\u003c\/p\u003e \u003cp\u003eThe Great Eight of Benevolent Accountability and Pragmatic Creativity 118\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 5: The Customer Experience 121\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eNot All Customers are Alike 123\u003c\/p\u003e \u003cp\u003eThe Heart and Art of Service Excellence 126\u003c\/p\u003e \u003cp\u003eService Excellence and Organizational Ergonomics 128\u003c\/p\u003e \u003cp\u003eService Recovery 132\u003c\/p\u003e \u003cp\u003eCustomer Journey Mapping and the Power of Expectations 134\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 6: The Employee Experience 155\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eRecruiting and Selection 158\u003c\/p\u003e \u003cp\u003eNew Hire Onboarding\/Orientation 165\u003c\/p\u003e \u003cp\u003eSkills Training 169\u003c\/p\u003e \u003cp\u003eContinuous Coaching and Performance Feedback 170\u003c\/p\u003e \u003cp\u003eCareer Pathing 177\u003c\/p\u003e \u003cp\u003eThe Employee\/Customer Link 178\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 7: It’s Go Time! 181\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eAppendix: Peak Performance Culture: \u003ci\u003eThe Five Metrics of Organizational Excellence \u003c\/i\u003e185\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003ePeak Performance Culture Assessment 186\u003c\/p\u003e \u003cp\u003eOngoing Enhancement 190\u003c\/p\u003e \u003cp\u003eHorizontal Alignment Assessment 191\u003c\/p\u003e \u003cp\u003eVertical Alignment Assessment 193\u003c\/p\u003e \u003cp\u003eLeadership Ideology Assessment 194\u003c\/p\u003e \u003cp\u003eCustomer Experience Assessment 195\u003c\/p\u003e \u003cp\u003eEmployee Experience Assessment 197\u003c\/p\u003e \u003cp\u003eAbout the Author 199\u003c\/p\u003e \u003cp\u003eIndex 201\u003c\/p\u003e\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eSubject Areas: Mathematics [\u003ca title=\"See our other books on Mathematics\" href=\"https:\/\/freshlyprintedbooks.co.uk\/search?q=%22Mathematics%20%5BPB%5D%22\"\u003ePB\u003c\/a\u003e]\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\u003c\/font\u003e","brand":"Wiley","offers":[{"title":"Brand New","offer_id":52509182329112,"sku":"9781119581499","price":17.45,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0730\/2037\/5320\/files\/9781119581499.jpg?v=1786496591","url":"https:\/\/freshlyprintedbooks.co.uk\/products\/peak-performance-culture-the-five-metrics-of-organizational-excellence-hardback-9781119581499","provider":"Freshly Printed Books","version":"1.0","type":"link"}