{"product_id":"switchpoints-culture-change-on-the-fast-track-to-business-success-hardback-9780470283837","title":"SwitchPoints; Culture Change on the Fast Track to Business Success (Hardback) 9780470283837","description":"\u003cfont face=\"Georgia\"\u003e\r\n\u003cp\u003e\u003cfont size=\"6\"\u003eSwitchPoints\u003c\/font\u003e\u003cbr\u003e\r\n\u003cfont size=\"5\"\u003eCulture Change on the Fast Track to Business Success\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\r\n\u003cp\u003e\u003cfont size=\"4\"\u003eJudy Johnson (Author), Les Dakens (Author), Peter Edwards (Author), Ned Morse (Author)\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e9780470283837, Wiley\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eHardback, published 24 October 2008\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e288 pages, Tables: 4 B\u0026amp;W, 0 Color\u003cbr\u003e23.1 x 15.8 x 2.8 cm, 0.454 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\u003ci\u003eSwitchPoints\u003c\/i\u003e is the inspiring story of how Canadian National Railway (CN) advanced from good to great in a few short years–becoming North America's top-performing railroad and a favorite with of corporate customers and investors. In it, the authors reveal how company-wide culture change propelled this aging transportation giant to become the profitable powerhouse it is today. Rich with insights and anecdotes, \u003ci\u003eSwitchPoints\u003c\/i\u003e offers lessons that can be applied to \u003ci\u003eany\u003c\/i\u003e organization seeking to improve the bottom line by improving their culture.\u003c\/font\u003e\u003c\/strong\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e\u003cp\u003eList of Illustrations xvii\u003c\/p\u003e \u003cp\u003eForeword xix\u003c\/p\u003e \u003cp\u003ePreface xxiii\u003c\/p\u003e \u003cp\u003eAcknowledgments xxv\u003c\/p\u003e \u003cp\u003eIntroduction: A Broken Culture xxix\u003c\/p\u003e \u003cp\u003eThe Culture of Early Quits xxx\u003c\/p\u003e \u003cp\u003eA New Trip Plan xxxi\u003c\/p\u003e \u003cp\u003eSwitchpoints xxxi\u003c\/p\u003e \u003cp\u003eSpiking the Switch xxxiii\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart I Building One of North America’s Top Railroads 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 1 The Road to Best-in-Class 3\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e1830: Pioneering Days 3\u003c\/p\u003e \u003cp\u003e1919: Nationalization 3\u003c\/p\u003e \u003cp\u003eThe 1980s: Deregulation 5\u003c\/p\u003e \u003cp\u003e1992: Organizational Redesign 6\u003c\/p\u003e \u003cp\u003eA Quick Change 7\u003c\/p\u003e \u003cp\u003e1995: Privatization 8\u003c\/p\u003e \u003cp\u003eThe Right Leaders for the Job 9\u003c\/p\u003e \u003cp\u003e1998: Precision Railroading 10\u003c\/p\u003e \u003cp\u003e2003: Passing the Reins 13\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 2 Culture Change on the Fast Track 15\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eAcquisitions 15\u003c\/p\u003e \u003cp\u003eBuying Other Cultures 16\u003c\/p\u003e \u003cp\u003eThe Challenge 17\u003c\/p\u003e \u003cp\u003eThe Results 17\u003c\/p\u003e \u003cp\u003eThe Trip Plan for Culture Change on the Fast Track 18\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart II Clarifying the Vision 21\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 3 CN’s Five Guiding Principles 23\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 4 The Culture of Precision Railroading 27\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Organizational Culture Continuum 28\u003c\/p\u003e \u003cp\u003eThe Spectrum of Employee Engagement 29\u003c\/p\u003e \u003cp\u003eThe Role of Organizational Leaders 30\u003c\/p\u003e \u003cp\u003eWashing Out the Mud in the Middle 31\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart III Choosing the Right Switchpoints 35\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 5 How to Change CN’s Culture? 37\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCulture Equals Behavior 37\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 6 Creating a Culture of Discretionary \u003cb\u003ePerformance\u003csup\u003eSM\u003c\/sup\u003e\u003c\/b\u003e 40\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eWhat’s in It for the Employee? 41\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 7 Creating Q4 Leaders to Drive Change 43\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCulture Change Begins with Leadership 43\u003c\/p\u003e \u003cp\u003eThe Q4 Leadership\u003csup\u003eSM\u003c\/sup\u003e Model 44\u003c\/p\u003e \u003cp\u003eHow Did CN Create Q4 Leaders? 46\u003c\/p\u003e \u003cp\u003eChanging Your Style Isn’t Easy 47\u003c\/p\u003e \u003cp\u003eBuilding Leadership Fluency 49\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart IV Selecting the Tools for Change 51\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 8 \u003c\/b\u003e\u003cb\u003eThe Science of the ABCs 53\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eIt’s All about Behavior 53\u003c\/p\u003e \u003cp\u003eThe ABCs of Behavior 54\u003c\/p\u003e \u003cp\u003eThe ABCs Make Fundamental Sense 55\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 9 The Commanding Power of Consequences 58\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eTiming 59\u003c\/p\u003e \u003cp\u003eImportance to Recipient 59\u003c\/p\u003e \u003cp\u003eProbability of Recurring 60\u003c\/p\u003e \u003cp\u003eWhere Does the Consequence Come From? 60\u003c\/p\u003e \u003cp\u003eWhich Consequences Should I Use? 62\u003c\/p\u003e \u003cp\u003eConsequences and Culture Change 63\u003c\/p\u003e \u003cp\u003eAuthors’ Note: Doing the Right Thing with the ABCs 63\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 10 The ABC Toolkit 65\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Five-Step Model 65\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart V Aligning the Switches 73\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 11 Finding a Champion 75\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eA Quiet Tryout in Capreol 75\u003c\/p\u003e \u003cp\u003e“I Hate Consultants!” 77\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 12 Testing the Business Case 81\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003ePilot 1: Partnering in Memphis 82\u003c\/p\u003e \u003cp\u003ePilot 2: Partnering in Capreol (Northern Ontario) 83\u003c\/p\u003e \u003cp\u003ePilot 3: Partnering in Transcona (Winnipeg) 84\u003c\/p\u003e \u003cp\u003eLearnings from the Pilots 85\u003c\/p\u003e \u003cp\u003eWe Did What We Said We Would Do 86\u003c\/p\u003e \u003cp\u003eA Skeptical Hunter Gives the Nod 87\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 13 Gaining Visible Sponsorship: The CEO’s Essential Role 89\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e“How We Work and Why” 89\u003c\/p\u003e \u003cp\u003eAddressing the Naysayers 91\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 14 Learning from a Strike 93\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eSpiking the Switch 94\u003c\/p\u003e \u003cp\u003eStart with the Supervisors 95\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 15 Planning the Trip 98\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eGoing to Rome (and Paying for It) 98\u003c\/p\u003e \u003cp\u003eImplementing the ABCs CN-Wide 99\u003c\/p\u003e \u003cp\u003eSelling the ABCs to the Operating Regions 100\u003c\/p\u003e \u003cp\u003eI Love Your Passion, But . . . 101\u003c\/p\u003e \u003cp\u003eManaging the Pull 102\u003c\/p\u003e \u003cp\u003eDeployment Wasn’t All Rosy 103\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 16 Making the Case for Change 105\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Case for the ABCs 105\u003c\/p\u003e \u003cp\u003eSpreading the Word 107\u003c\/p\u003e \u003cp\u003eAnswering Four Basic Questions 108\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 17 Expanding Sponsorship 110\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eExample 1: Visiting Sites to Set the Stage 110\u003c\/p\u003e \u003cp\u003eExample 2: Sponsoring a Safety-First Culture 113\u003c\/p\u003e \u003cp\u003eExample 3: Personally Walking the Talk 117\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart VI Assessing Switchpoints’ Impact 121\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 18 Applying the ABCs: Dressed \u0026amp; Ready 123\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eGuess I’ll Have Another Coffee . . . 123\u003c\/p\u003e \u003cp\u003eAnother Switchpoint 124\u003c\/p\u003e \u003cp\u003eThe Science behind the Change 124\u003c\/p\u003e \u003cp\u003eOf Course There Was Resistance! 128\u003c\/p\u003e \u003cp\u003e“I Can’t Ask My Friends to Do That!” 128\u003c\/p\u003e \u003cp\u003eThe Rewards of “Dressed \u0026amp; Ready” 130\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 19 Early Wins with the ABCs 131\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eRelease the Brakes! 131\u003c\/p\u003e \u003cp\u003eCulture Change in the Michigan Division 133\u003c\/p\u003e \u003cp\u003eThe ABCs Improve ETAs 135\u003c\/p\u003e \u003cp\u003eWant Better Meetings? Show Up on Time! 136\u003c\/p\u003e \u003cp\u003eSmall Things Matter 138\u003c\/p\u003e \u003cp\u003eCuring Technophobia 140\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 20 Demonstrating Q4 \u003cb\u003eLeadership\u003csup\u003eSM\u003c\/sup\u003e\u003c\/b\u003e\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThrough the ABCs 143\u003c\/p\u003e \u003cp\u003e“More Work? Are You Nuts?!” 143\u003c\/p\u003e \u003cp\u003eImproving Reliability: Getting KIST 145\u003c\/p\u003e \u003cp\u003eUnderstanding Q4 Leadership\u003csup\u003eSM\u003c\/sup\u003e—by Knowing What It Is Not 147\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 21 Life or Death Leadership 149\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eA Grim Tale 149\u003c\/p\u003e \u003cp\u003eSafety and Culture Change 150\u003c\/p\u003e \u003cp\u003eDeveloping Safety Programs 151\u003c\/p\u003e \u003cp\u003eZero Tolerance and Why 154\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 22 Sawing Our Way to Improvement 157\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eTackling Old Problems in New Ways 159\u003c\/p\u003e \u003cp\u003eReducing Overtime 159\u003c\/p\u003e \u003cp\u003e“Improve” Can Even Mean Tossing Old Paper Files 162\u003c\/p\u003e \u003cp\u003eFormalizing the Opportunity 163\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart VII Spiking the Switches 165\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 23 Leadership Competencies to Support the Change 167\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eAccountability and Importance 168\u003c\/p\u003e \u003cp\u003eThe New Competency Framework 168\u003c\/p\u003e \u003cp\u003eLeadership Equals Bonus 170\u003c\/p\u003e \u003cp\u003eThe New Power of Performance Reviews 171\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 24 Performance Scorecards for Unionized Employees 173\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eDoing the Unthinkable 174\u003c\/p\u003e \u003cp\u003eExecuting EPS 175\u003c\/p\u003e \u003cp\u003eCommunicating EPS 175\u003c\/p\u003e \u003cp\u003eThen Came the Problems 176\u003c\/p\u003e \u003cp\u003eRollout for Success 177\u003c\/p\u003e \u003cp\u003eSupervisors: I Didn’t Know That! 178\u003c\/p\u003e \u003cp\u003eEPS Was Another Switchpoint 178\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 25 Learning through the Railroad MBA 180\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Railroad MBA 180\u003c\/p\u003e \u003cp\u003eRailroader Undergraduate Programs 181\u003c\/p\u003e \u003cp\u003eCN Is a Destination, Not a Job 182\u003c\/p\u003e \u003cp\u003eToday North America, Tomorrow the World 183\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 26 Hunter Camps Develop Leaders 184\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eExpanding the Impact 185\u003c\/p\u003e \u003cp\u003eLearning from the Master 185\u003c\/p\u003e \u003cp\u003eTwelve Characteristics of Leadership 186\u003c\/p\u003e \u003cp\u003eLeadership Is about People 187\u003c\/p\u003e \u003cp\u003eSome Campers’ Views 188\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 27 The Power of Consistency (17 out of 17) 191\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eInconsistency in the Rules 192\u003c\/p\u003e \u003cp\u003eInconsistency in Applying Rules 193\u003c\/p\u003e \u003cp\u003eInconsistency Breeds Opportunity 194\u003c\/p\u003e \u003cp\u003eBe Consistently Flexible 195\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 28 Developing Internal Consultants 197\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eWhy Internal Consultants? 197\u003c\/p\u003e \u003cp\u003eTransitioning from CLG to Internal CN Consultants 198\u003c\/p\u003e \u003cp\u003eSelecting the Right People 199\u003c\/p\u003e \u003cp\u003eDeveloping Internal Consultants 199\u003c\/p\u003e \u003cp\u003eReality Hits 200\u003c\/p\u003e \u003cp\u003eThe Value of Internal Consultants 202\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 29 Sustaining Culture Change 204\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003ePreventing Backsliding 204\u003c\/p\u003e \u003cp\u003eTechniques for Sustaining Change 207\u003c\/p\u003e \u003cp\u003eExamples of Sustainability 208\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 30 Sharing Our Story 209\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eSharing with Our Customers 210\u003c\/p\u003e \u003cp\u003eSharing with Our Suppliers 210\u003c\/p\u003e \u003cp\u003eSharing with Our Competitors 212\u003c\/p\u003e \u003cp\u003eSharing with Our Communities 213\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 31 Improving Relations with Our Unions 216\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe 2007 UTU Strike 216\u003c\/p\u003e \u003cp\u003eWhen to Say Yes, When to Say No 218\u003c\/p\u003e \u003cp\u003eConfronting a Long Legacy 218\u003c\/p\u003e \u003cp\u003eThe United Steelworkers 220\u003c\/p\u003e \u003cp\u003eImproving Labor Relations 221\u003c\/p\u003e \u003cp\u003eWhat CN Brings to the Bargaining Table 222\u003c\/p\u003e \u003cp\u003eThe Future 223\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart VIII Learning from Our Journey 225\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 32 Top 10 Tips for Leaders Using theABC Methodology 227\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eTip 1: Manage Your Culture 227\u003c\/p\u003e \u003cp\u003eTip 2: Measure What You Value 228\u003c\/p\u003e \u003cp\u003eTip 3: Challenge, Disagree, and Then Make the Decision 228\u003c\/p\u003e \u003cp\u003eTip 4: Focus on Behavior You See or Hear at Work 228\u003c\/p\u003e \u003cp\u003eTip 5: Ask “Would You, If Your Life Depended on It?” 228\u003c\/p\u003e \u003cp\u003eTip 6: Transition from Good to Great Performers 229\u003c\/p\u003e \u003cp\u003eTip 7: Deal Quickly with Poor Performers 229\u003c\/p\u003e \u003cp\u003eTip 8: Get Face-to-Face 229\u003c\/p\u003e \u003cp\u003eTip 9: Balance Your Use of Consequences 229\u003c\/p\u003e \u003cp\u003eTip 10: Manage the Learning Curve 230\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 33 The Culture Change We Achieved 231\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eTen Lessons Learned from Our Switchpoints 231\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 34 The Final Word 234\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Transformation 234\u003c\/p\u003e \u003cp\u003eWhat Lies Ahead 235\u003c\/p\u003e \u003cp\u003eWhere We Are Now 236\u003c\/p\u003e \u003cp\u003eThe Trip Is Not Over 237\u003c\/p\u003e \u003cp\u003eNotes 241\u003c\/p\u003e \u003cp\u003eAbout the Authors 243\u003c\/p\u003e \u003cp\u003eAbout the Companies 247\u003c\/p\u003e \u003cp\u003eIndex 249\u003c\/p\u003e\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eSubject Areas: Business \u0026amp; management [\u003ca title=\"See our other books on Business \u0026amp; management\" href=\"https:\/\/freshlyprintedbooks.co.uk\/search?q=%22Business%20\u0026amp;%20management%20%5BKJ%5D%22\"\u003eKJ\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":52743753498904,"sku":"9780470283837","price":19.19,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0730\/2037\/5320\/files\/9780470283837.jpg?v=1790053238","url":"https:\/\/freshlyprintedbooks.co.uk\/products\/switchpoints-culture-change-on-the-fast-track-to-business-success-hardback-9780470283837","provider":"Freshly Printed Books","version":"1.0","type":"link"}