did-you-know? rent-now

Amazon no longer offers textbook rentals. We do!

did-you-know? rent-now

Amazon no longer offers textbook rentals. We do!

We're the #1 textbook rental company. Let us show you why.

9780470283837

SwitchPoints Culture Change on the Fast Track to Business Success

by ; ; ;
  • ISBN13:

    9780470283837

  • ISBN10:

    0470283831

  • Edition: 1st
  • Format: Hardcover
  • Copyright: 2008-10-06
  • Publisher: Wiley

Note: Supplemental materials are not guaranteed with Rental or Used book purchases.

Purchase Benefits

  • Free Shipping Icon Free Shipping On Orders Over $35!
    Your order must be $35 or more to qualify for free economy shipping. Bulk sales, PO's, Marketplace items, eBooks and apparel do not qualify for this offer.
  • eCampus.com Logo Get Rewarded for Ordering Your Textbooks! Enroll Now
List Price: $29.95 Save up to $7.49
  • Rent Book $25.68
    Add to Cart Free Shipping Icon Free Shipping

    TERM
    PRICE
    DUE
    USUALLY SHIPS IN 2-3 BUSINESS DAYS
    *This item is part of an exclusive publisher rental program and requires an additional convenience fee. This fee will be reflected in the shopping cart.

Supplemental Materials

What is included with this book?

Summary

SwitchPoints is the inspiring story of how Canadian National Railway (CN) advanced from good to great in a few short years-becoming North America's top-performing railroad and a favorite with of corporate customers and investors. In it, the authors reveal how company-wide culture change propelled this aging transportation giant to become the profitable powerhouse it is today. Rich with insights and anecdotes, SwitchPoints offers lessons that can be applied to any organization seeking to improve the bottom line by improving their culture.

Author Biography

Judy Johnson, PhD, a Partner with the Continuous Learning Group (CLG), applies behavioral science to help leaders create environments that dramatically improve organizational performance and profitability. Johnson coaches executives on personal leadership and executing strategies through pinpointing key behaviors that lead to success.

Les Dakens, retired Senior Vice President of People for CN, was responsible for strategic direction of CN's Human Resources and Labour Relations in North America and worldwide. Prior to joining CN, Dakens was Vice President of Human Resources for the North American division of the H.J. Heinz Company.

Peter Edwards, Vice President of Human Resources for CN, is responsible for human resources, culture change, implementation, leadership, and organizational development. He assisted CN's CEO in writing two landmark books for employees and designed CN's "Railroad MBA" program.

Edward (Ned) Morse, a Senior Partner with CLG, offers three decades of experience helping Fortune 500 executives develop and implement business-critical strategies. Morse has worked with clients in transportation, petrochemicals, food service, healthcare, engineering, telecommunications, insurance, pharmaceuticals, and retail.

Table of Contents

List of Illustrationsp. xvii
Forewordp. xix
Prefacep. xxiii
Acknowledgmentsp. xxv
Introduction: A Broken Culturep. xxix
The Culture of Early Quitsp. xxx
A New Trip Planp. xxxi
Switchpointsp. xxxi
Spiking the Switchp. xxxiii
Building One of North America's Top Railroadsp. 1
The Road to Best-in-Classp. 3
1830: Pioneering Daysp. 3
1919: Nationalizationp. 3
The 1980s: Deregulationp. 5
1992: Organizational Redesignp. 6
A Quick Changep. 7
1995: Privatizationp. 7
The Right Leaders for the Jobp. 9
1998: Precision Railroadingp. 10
2003: Passing the Reinsp. 13
Culture Change on the Fast Trackp. 15
Acquisitionsp. 15
Buying Other Culturesp. 16
The Challengep. 17
The Resultsp. 17
The Trip Plan for Culture Change on the Fast Trackp. 18
Clarifying the Visionp. 21
CN's Five Guiding Principlesp. 23
The Culture of Precision Railroadingp. 27
The Organizational Culture Continuump. 28
The Spectrum of Employee Engagementp. 29
The Role of Organizational Leadersp. 30
Washing Out the Mud in the Middlep. 31
Choosing the Right Switchpointsp. 35
How to Change CN's Culture?p. 37
Culture Equals Behaviorp. 37
Creating a Culture of Discretionary Performancep. 40
What's in It for the Employee?p. 41
Creating Q4 Leaders to Drive Changep. 43
Culture Change Begins with Leadershipp. 43
The Q4 Leadership Modelp. 44
How Did CN Create Q4 Leaders?p. 46
Changing Your Style Isn't Easyp. 47
Building Leadership Fluencyp. 49
Selecting the Tools for Changep. 51
The Science of the ABCsp. 53
It's All about Behaviorp. 53
The ABCs of Behaviorp. 54
The ABCs Make Fundamental Sensep. 55
The Commanding Power of Consequencesp. 58
Timingp. 59
Importance to Recipientp. 59
Probability of Recurringp. 60
Where Does the Consequence Come From?p. 60
Which Consequences Should I Use?p. 62
Consequences and Culture Changep. 63
Authors' Note: Doing the Right Thing with the ABCsp. 63
The ABC Toolkitp. 65
The Five-Step Modelp. 65
Aligning the Switchesp. 73
Finding a Championp. 75
A Quiet Tryout in Capreolp. 75
"I Hate Consultants!"p. 77
Testing the Business Casep. 81
Partnering in Memphisp. 82
Partnering in Capreol (Northern Ontario)p. 83
Partnering in Transcona (Winnipeg)p. 84
Learnings from the Pilotsp. 85
We Did What We Said We Would Dop. 86
A Skeptical Hunter Gives the Nodp. 87
Gaining Visible Sponsorship: The CEO's Essential Rolep. 89
"How We Work and Why"p. 89
Addressing the Naysayersp. 91
Learning from a Strikep. 93
Spiking the Switchp. 94
Start with the Supervisorsp. 95
Planning the Tripp. 98
Going to Rome (and Paying for It)p. 98
Implementing the ABCs CN-Widep. 99
Selling the ABCs to the Operating Regionsp. 100
I Love Your Passion, But...p. 101
Managing the Pullp. 102
Deployment Wasn't All Rosyp. 103
Making the Case for Changep. 105
The Case for the ABCsp. 105
Spreading the Wordp. 107
Answering Four Basic Questionsp. 108
Expanding Sponsorshipp. 110
Visiting Sites to Set the Stagep. 110
Sponsoring a Safety-First Culturep. 113
Personally Walking the Talkp. 117
Assessing Switchpoints' Impactp. 121
Applying the ABCs: Dressed & Readyp. 123
Guess I'll Have Another Coffee...p. 123
Another Switchpointp. 124
The Science behind the Changep. 124
Of Course There Was Resistance!p. 128
"I Can't Ask My Friends to Do That!"p. 128
The Rewards of "Dressed & Ready"p. 130
Early Wins with the ABCsp. 131
Release the Brakes!p. 131
Culture Change in the Michigan Divisionp. 133
The ABCs Improve ETAsp. 135
Want Better Meetings? Show Up on Time!p. 136
Small Things Matterp. 138
Curing Technophobiap. 140
Demonstrating Q4 Leadership Through the ABCsp. 143
"More Work? Are You Nuts?!"p. 143
Improving Reliability: Getting KISTp. 145
Understanding Q4 Leadership-by Knowing What It Is Notp. 147
Life or Death Leadershipp. 149
A Grim Talep. 149
Safety and Culture Changep. 150
Developing Safety Programsp. 151
Zero Tolerance and Whyp. 154
Sawing Our Way to Improvementp. 157
Tackling Old Problems in New Waysp. 159
Reducing Overtimep. 159
"Improve" Can Even Mean Tossing Old Paper Filesp. 162
Formalizing the Opportunityp. 163
Spiking the Switchesp. 165
Leadership Competencies to Support the Changep. 167
Accountability and Importancep. 168
The New Competency Frameworkp. 168
Leadership Equals Bonusp. 170
The New Power of Performance Reviewsp. 171
Performance Scorecards for Unionized Employeesp. 173
Doing the Unthinkablep. 174
Executing EPSp. 175
Communicating EPSp. 175
Then Came the Problemsp. 176
Rollout for Successp. 177
Supervisors: I Didn't Know That!p. 178
EPS Was Another Switchpointp. 178
Learning through the Railroad MBAp. 180
The Railroad MBAp. 180
Railroader Undergraduate Programsp. 181
CN Is a Destination, Not a Jobp. 182
Today North America, Tomorrow the Worldp. 183
Hunter Camps Develop Leadersp. 184
Expanding the Impactp. 185
Learning from the Masterp. 185
Twelve Characteristics of Leadershipp. 186
Leadership Is about Peoplep. 187
Some Campers' Viewsp. 188
The Power of Consistency (17 out of 17)p. 191
Inconsistency in the Rulesp. 192
Inconsistency in Applying Rulesp. 193
Inconsistency Breeds Opportunityp. 194
Be Consistently Flexiblep. 195
Developing Internal Consultantsp. 197
Why Internal Consultants?p. 197
Transitioning from CLG to Internal CN Consultantsp. 198
Selecting the Right Peoplep. 199
Developing Internal Consultantsp. 199
Reality Hitsp. 200
The Value of Internal Consultantsp. 202
Sustaining Culture Changep. 204
Preventing Backslidingp. 204
Techniques for Sustaining Changep. 207
Examples of Sustainabilityp. 208
Sharing Our Storyp. 209
Sharing with Our Customersp. 210
Sharing with Our Suppliersp. 210
Sharing with Our Competitorsp. 212
Sharing with Our Communitiesp. 213
Improving Relations with Our Unionsp. 216
The 2007 UTU Strikep. 216
When to Say Yes, When to Say Nop. 218
Confronting a Long Legacyp. 218
The United Steelworkersp. 220
Improving Labor Relationsp. 221
What CN Brings to the Bargaining Tablep. 222
The Futurep. 223
Learning from Our Journeyp. 225
Top 10 Tips for Leaders Using the ABC Methodologyp. 227
Manage Your Culturep. 227
Measure What You Valuep. 228
Challenge, Disagree, and Then Make the Decisionp. 228
Focus on Behavior You See or Hear at Workp. 228
Ask "Would You, If Your Life Depended on It?"p. 228
Transition from Good to Great Performersp. 229
Deal Quickly with Poor Performersp. 229
Get Face-to-Facep. 229
Balance Your Use of Consequencesp. 229
Manage the Learning Curvep. 230
The Culture Change We Achievedp. 231
Ten Lessons Learned from Our Switchpointsp. 231
The Final Wordp. 234
The Transformationp. 234
What Lies Aheadp. 235
Where We Are Nowp. 236
The Trip Is Not Overp. 237
Notesp. 241
About the Authorsp. 243
About the Companiesp. 247
Indexp. 249
Table of Contents provided by Ingram. All Rights Reserved.

Supplemental Materials

What is included with this book?

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

Rewards Program