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.

Table of Contents:
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

About the Author :
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.