Lead Right for Your Company's Type
How to Connect Your Culture with Your Customer Promise
Author: William E. Schneider
Pub Date: July 2017
Print Edition: $27.95
Print ISBN: 9780814437995
Page Count: 224
e-Book ISBN: 9780814438008
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When we promise a product or service to customers, we form an immediate interdependence with them. They are now "depending upon" us to deliver on our promise. Our promise connects them with our living people system. They are not "outside" our enterprise. Every enterprise exists to deliver on its promise to its cus-tomers. The four fundamental enterprises discussed in this book are each named by their customer promise--predictable and dependable, enrichment, best-in-class, and customized. Everything starts with your customer promise. Customer promise determines your culture and leadership approach. There is no one right culture or leadership approach. One size does not fit all.
Culture means how we hire, structure, deploy, compensate, and develop our employees to deliver on our customer promise. It establishes and underpins, among other factors, structure, membership criteria, conditions for judging effective performance, communication patterns, expectations and priorities, the nature of reward and compensation, the nature and use of power, decision-making practices, and teaming practices. It is about our community of employees. It is about how we do things in order to succeed. It is all about implementation. Over time, if we are more and more successful, culture becomes equivalent to our identity (e.g., the GE way, the Disney way, the Apple way). The more successful our enterprise is, the stronger our culture becomes. Culture is not a compilation of individual people's values. Culture is essentially formed by what it takes for your people to fully deliver on your enterprise's customer promise. It is driven by the nature of your business and what it takes for you to succeed in your marketplace.
Leadership means to set a direction for your enterprise based on customer promise, to mobilize commitment, and to build enterprise capability. It is where greater power exists in order to influence events within the enterprise. Leadership includes people who lack observable rank or title. The more versatile the leader, the more effective he or she is. Versatile leaders understand their core approach to leadership and adapt that approach to the strategic and cultural requirements inherent in their type of enterprise. They create conditions for their whole enterprise to fully deliver on its customer promise. At the end of the day, leadership is about creating unity and empowering people to live up to the enterprise's customer promise.
Excerpted from LEAD RIGHT FOR YOUR COMPANY'S TYPE: How to Connect Your Culture with Your Customer Promise by William E. Schneider. Copyright © 2017 by William E. Schneider. Published by AMACOM Books, a division of American Management Association, New York, NY. Used with permission.
All rights reserved. http://www.amacombooks.org.
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