Contents
Preface to the Revised Edition
Chapter 1: A Study of Differences
Chapter 2: Commitment to Purpose
Measure 1: A Customer Service Culture
Measure 2: Alignment of Products and Services with Mission
Chapter 3: Commitment to Analysis and Feedback
Measure 3: Data-Driven Strategies
Measure 4: Dialogue and Engagement
Measure 5: CEO as a Broker of Ideas
Chapter 4: Commitment to Action
Measure 6: Organizational Adaptability
Chapter 5: Old Saws and Fresh Cuts
Chapter 6: Putting the 7 Measures to Work
Appendix A: Profiles of Remarkable Associations
Appendix B: Financial Ratio Comparisons
Appendix C: Research Methodology, Timeline, and Tools
Appendix D: Frequently Asked Questions
Appendix E: How to Measure the Measures
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