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