William SchneiderLead Right for Your Company's Type
How to Connect Your Culture with Your Customer Promise
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William E. Schneider, Ph.D. is a consulting psychologist and co-owner of Corporate Development Group (CDG), a leadership and organizational development firm. He is the author of The Reengineering Alternative.
Contents
Foreword xi
Introduction: Your Enterprise Is a Living People System xv
SECTION I
THE FOUR LIVING ENTERPRISES 1
1. The Four Living Enterprises: Determining Your
Organization's Type 3
2. The Predictable and Dependable Enterprise: Providing Basic
and
Dependable Products and Services 21
3. The Enrichment Enterprise: Elevating Customer's Lives 39
4. The Best-In-Class Enterprise: Creating and Delivering
Distinctive
Products and Services 57
5. The Customized Enterprise: Delivering a Tailored Solution
for Each
Unique Customer 75
6. The System-Centric Mind-set: Start and Stay with Your
Living System 93
SECTION II
HOW TO CONNECT YOUR CUSTOMER PROMISE,
CULTURE, AND LEADERSHIP 115
7. Focus: Establishing the Magnetic North for Your Enterprise 117
8. Configuration: Properly Connecting Core and Support
Work Processes 129
9. Integration: Linking the Fifteen Drivers of Culture and the Three
Drivers of Leadership to Your Unique Customer Promise 139
10. Balance: Keeping Your Strengths from Becoming
Weaknesses 153
11. Adaptation: Adapting to Environmental and Life Cycle
Changes 165
12. Conclusion 177
Appendix Analytics
Using the Validated Assessments Available
to You and Your Enterprise 181
The Enterprise-Level Assessments 182
Enterprise Customer Promise Indicator (ECPI)TM 182
Enterprise Culture Indicator (ECI)TM183
Enterprise Leadership Team Indicator (ELTI)TM183
The Individual-Level Assessments 183
Individual Leader Indicator (ILI)TM 183
Individual Contributor Indicator (ICI)TM 184
References 185
Index195
