One Size Fits One,9780442020637

One Size Fits One

by ; ;
ISBN13: 9780442020637
ISBN10: 0442020635
Format: Hardcover
Pub. Date: 1996-12-01
Publisher(s): Van Nostrand Reinhold
List Price: $28.04

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Summary

Explains why yesterday's workplace mentality no longer works and shows how relationships inside organizations must change to successfully unleash the power of truly committed employees. Provides a template for beginning the odyssey, one customer and one employee at a time.

Table of Contents

Foreword vii(4)
Jan Carlzon
Acknowledgments xi
Part One Welcome to a World Where One Size Fits One 1(14)
Relationships Are The Currency of The Future
3(12)
Part Two Building Relationships One Customer at a Time 15(166)
Customer Rules for a One Size Fits One World
42(139)
1. The Average Customer Does Not Exist--Get to Know Us
43(26)
2. Make Our Experience Special: Give Us Something to Talk About
69(18)
3. If Something Goes Wrong, Fix It Quickly
87(16)
4. Guarantee Our Satisfaction
103(12)
5. Trust Us and We'll Trust You
115(6)
6. Don't Take Us for Granted
121(10)
7. Our Time Is as Important as Your Time
131(10)
8. The Details Are Important to Us--They Should Be to You
141(4)
9. Employ People Who Are Ready, Willing, and Able to Serve Us
145(22)
10. We Care Whether You're a Responsible Corporate Citizen
167(14)
Part Three Building Relationships One Employee at a Time 181(106)
Getting On With the Job
191(32)
The Challenges of Developing an Intrinsically Motivating Environment for the One Size Fits One World
223(2)
Ten Challenges for Building an Intrinsically Motivating Environment
225(62)
1. Creating a Cause Worthy of Commitment
227(4)
2. Building Core Values That Guide Performance
231(6)
3. Committing to the Truth and Sharing a Sense of Reality
237(2)
4. Ensuring that Every Person Has a Meaningful Role
239(6)
5. Increasing Accountability, but Not More of the Same
245(6)
6. Developing Ability Commensurate with Responsibility
251(4)
7. Building Cooperation Instead of Internal Competition
255(10)
8. Abolishing the Corporate Caste System
265(6)
9. Developing an Optimistic, Caring, and Supportive Environment
271(10)
10. Building Trust One Employee at a Time
281(6)
Index 287(5)
The Center For Innovative Leadership 292

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