One Size Fits One

by Heil, Gary; Parker, Tom; Stephens, Deborah C.

• ISBN13: 9780442020637
• ISBN10: 0442020635
• Format: Hardcover
• Copyright: 1996-12-01
• Publisher: Van Nostrand Reinhold

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