Above the Line : How to Create a Company Culture that Engages Employees, Delights Customers and Delivers Results.

Above the Line : How to Create a Company Culture that Engages Employees, Delights Customers and Delivers Results.

Position your organisation's culture to attain new heights Above the Line: How to Create a Company Culture that Engages Employees, Delights Customers and Delivers Results offers all leaders a handbook for leveraging an organisation's culture to engage staff, increase customer satisfaction...

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Bibliographic Details
Main Author: Henderson, Michael, 1963-
Format: eBook
Language:English
Published: Melbourne, Vic. : John Wiley & Sons, 2014.
Subjects:
Corporate culture.
Corporations > Sociological aspects.
Organizational behavior.
Customer services.
Customer relations.
Industrial relations.
industrial relations.
BUSINESS & ECONOMICS > Industrial Management.
BUSINESS & ECONOMICS > Management.
BUSINESS & ECONOMICS > Management Science.
BUSINESS & ECONOMICS > Organizational Behavior.
Corporate culture
Corporations > Sociological aspects
Customer relations
Customer services
Industrial relations
Organizational behavior
Online Access:Click for online access
Table of Contents:
  • Above the Line; Contents; About the author; Acknowledgements; Introduction; Why I wrote this book; Organisations and people; I value organisations; Above the line culture; The importance of culture; Culture and evolution; Supporting beliefs; A corporate anthropologist at work; Participant observation; Ethnographic field work; Understanding culture; Part 1 UNDERSTANDING CULTURE; CHAPTER 1 What is culture?; Defining culture; The way of culture; The why of culture; A formal definition of culture; Culture is active and self-organising; Culturing; Culture is shared values, beliefs and rituals.
  • Culture is transmitted from generation to generationA simpler definition of culture; CHAPTER 2 Why organisations should take culture seriously; The relationship of culture to business strategy; Culture is your organisation's first competitor; Culture is another word for performance; The impact of the global financial crisis; Gen Y employee expectations; Why organisations should take culture seriously; CHAPTER 3 Aligning culture and strategy; The relationship between culture and strategy; Culture and performance; Aligning culture and company strategy; Misaligned on strategy.
  • Price, service or product? Pick one!From customer value to operating model; Values alignment to strategy; Understanding values; What are values?; How do values differ from morals and ethics?; How do values function?; The role of values in an organisation; Are values as important as organisations think they are?; Part II ABOVE THE LINE CULTURE; CHAPTER 4 Above and below the line cultures; Discovering above and below the line cultures; Below the line culture traits; Misaligned to strategy; Fearful; Angry; Taking; Draining; Empty; Lost; Disingenuous; Sense of rumour; Adopting a silo mentality.
  • Attention turned inChildish; Reactive; Blame storms; Pessimistic; High staff turnover; 10 costs associated with a below the line culture; Above the line culture traits; Giving; Fast; Sense of humour; Belonging; Attention turned out; Mature; Adaptive; Thought leading; Willing; Optimistic; Strong employee value proposition; 10 benefits of operating with an above the line culture; CHAPTER 5 Below the line stages: dead cultures; CHAPTER 6 Below the line stages: dying cultures; Summary of culture traits at this level; CHAPTER 7 Below the line stages: disabled cultures; Owning the culture.
  • Understanding ownership for leadersDisabled cultures; Characteristics of disabled cultures; CHAPTER 8 Crossing the line: a shift in perspective; The line and productivity; CHAPTER 9 Above the line cultures: stable; New behaviours; Summary of culture traits at the stable level; CHAPTER 10 Above the line cultures: successful; Mission and purpose; New questions; Summary of culture traits at the successful level; CHAPTER 11 Above the line cultures: excelling; New ways of thinking; The importance of intent; Features of excelling cultures; Summary of culture traits at the excelling level.

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