ENDNOTES

CHAPTER 1

1 “Anson Dorrance,” GoHeels.com, accessed August 2, 2014, http://www.goheels.com/ViewArticle.dbml?ATCLID=205497928.

2 Peter M. Senge, The Fifth Discipline: The Art & Practice of the Learning Organization (New York: Currency, 1990), 132

3 Tom Felix Joehnk, “Wading in Thailand’s Murky Waters,” Latitude (blog), The New York Times, November 14, 2011, http://latitude.blogs.nytimes.com/2011/11/14/wading-in-thailands-murky-waters/?_r=0.

4 Gallup, Inc., State of the American Workplace: Employee Engagement Insights for U.S. Business Leaders, 2013, http://www.gallup.com/strategicconsulting/163007/state-american-workplace.aspx.

5 David F. Larcker et al., 2013 CEO Performance Evaluation Survey (Stanford, CA: Stanford Graduate School of Business, Center for Leadership Development and Research, 2013), http://www.gsb.stanford.edu/cldr/research/surveys/performance.html; Susan Adams, “CEOs Are Terrible at Management, Study Finds,” Forbes, May 23, 2013, http://www.forbes.com/sites/susanadams/2013/05/23/ceos-are-terrible-at-management-study-finds.

6 Michael Porter, Competitive Advantage: Creating and Sustaining Superior Performance (New York: Free Press, 1998), xix, italics added.

7 Ibid, xviii, italics added.

8 Clayton M. Christensen, James Allworth, and Karen Dillon, How Will You Measure Your Life? (New York: HarperBusiness, 2012), 160.

9 Stacy Conradt, “11 of the Best Customer Service Stories Ever,” Mental Floss, March 12, 2012, http://mentalfloss.com/article/30198/11-best-customer-service-stories-ever.

10 Christensen et al., How Will You Measure Your Life?, 166.

CHAPTER 2

1 Stephen R. Covey, The 7 Habits of Highly Effective People (New York: Simon & Schuster, 2013), 6.

2 “How to Set Goals for Employees,” The Wall Street Journal, n.d., http://guides.wsj.com/management/strategy/how-to-set-goals/.

3 Seth Godin, “Choosing to Be Formidable,” Seth’s Blog, Aug. 9, 2013. http://sethgodin.typepad.com/seths_blog/2013/08/choosing-to-be-formidable.html.

4 Bernice Anderson Poole, Mary McLeod Bethune: Educator (Black American Series) (Los Angeles: Melrose Square Publishing, 1994), 145.

5 Deborah Gillan Straub, “Mary McLeod Bethune,” in Contemporary Heroes and Heroines Book II, eds. Deborah Gillan Straub et al. (Detroit, MI: Gale Research, 1992), 151–52.

6 Lou Gerstner, Who Says Elephants Can’t Dance? Leading a Great Enterprise through Dramatic Change (New York: HarperBusiness, 2003), 71.

7 Justin Fox, “How Shareholders Are Ruining American Business,” Atlantic Monthly, June 19, 2013, http://www.theatlantic.com/magazine/archive/2013/07/stop-spoiling-the-shareholders/309381/.

8 Poole, Mary McLeod Bethune, 130, 152–53.

9 Kaihan Krippendorff, “The Jack Welch Leadership Crash Course,” Fast Company, October 25, 2012, http://www.fastcompany.com/3002406/jack-welch-leadership-crash-course.

10 “How to Set Goals for Employees,” The Wall Street Journal, n.d., http://guides.wsj.com/management/strategy/how-to-set-goals/.

11 David Fishwick, “Why I Opened a ‘Bank,’” Huffington Post UK, November 7, 2012, http://www.huffingtonpost.co.uk/david-fishwick/bank-of-dave-why-i-opened it_b_1664967.html?just_reloaded=1; David Harrison, “The Bank of Dave,” MailOnline, June 23, 2012, http://www.dailymail.co.uk/femail/article-2163604/Dave-Fishwick-How-self-millionaire-helped-firms-unable-loans-home-town.html.

12 “Power Women: #49 Angela Ahrendts,” Forbes, May 28, 2013, http://www.forbes.com/profile/angela-ahrendts.

13 Kathy Gersch and John Kotter, “Burberry’s Secrets to Successful Brand Reinvention,” Forbes, February 26, 2013, http://www.forbes.com/sites/johnkotter/2013/02/26/burberrys-secrets-to-successful-brand-reinvention.

14 Nandani Lynton, “Managing the Chinese Way,” McKinsey Quarterly, July 2013, http://www.mckinsey.com/insights/asia-pacific/managing_the_chinese_way.

15 Ibid.

16 Heidi Grant Halvorson and E. Tory Higgins, Focus: Use Different Ways of Seeing the World for Success and Influence (New York: Hudson Street Press, 2013).

17 Hamid Bouchikhi and John R. Kimberly, “Making Mergers Work” (summary), MIT Sloan Management Review, September 18, 2012, http://sloanreview.mit.edu/article/making-mergers-work.

18 Bastian Schaefer, “A 3D-Printed Jumbo Jet?”, TEDGlobal 2013 video, 5:58, June 2013, http://www.ted.com/talks/bastian_schaefer_a_3d _printed_jumbo_jet.html.

19 Bob Hancké, Large Firms and Institutional Change, (Oxford, UK: Oxford University Press, 2002), 141–78.

20 J. V. Kovach, E. A. Cudney, and C. C. Elrod, “The Use of Continuous Improvement Techniques: A Survey-Based Study of Current Practices,” International Journal of Engineering, Science and Technology 3, no. 7 (2011), 89–100.

21 Harold Leavitt, Top Down: Why Hierarchies Are Here to Stay and How to Manage Them More Effectively (Boston: Harvard Business Review Press, 2004), 67.

22 Jeremy Pearce, “Harold J. Leavitt, 85, Management Expert, Dies,” The New York Times, December 26, 2007, http://www.nytimes.com/2007/12/26/business/26leavitt.html?_r=0.

23 “Leaders Everywhere: A Conversation with Gary Hamel,” McKinsey & Company Insights & Publications, video, 9:51, May 2013, http://www.mckinsey.com/insights/organization/leaders_everywhere_a _conversation_with_gary_hamel.

24 Larcker et al., CEO Performance Evaluation Survey 2013.

25 “Captain Denny Flanagan—Friendlier Skies,” Carolina Travel Girl (blog), October 16, 2013, http://first2board.com/carolinatravelgirl/2013/10/16/captain-denny-flanagan-friendlier-skies.

26 Covey, The 7 Habits, 4.

27 McKinsey & Company, “Leaders Everywhere.”

*from “Oh Me! Oh Life!” by Walt Whitman, Leaves of Grass, 1892

CHAPTER 3

1 Sarah Sturtevant, “Lessons From a Dabbawala,” Marketing Masala (blog), June 10, 2009, http://sarahsturtevant.com/wordpress/branding/lessons-from-a-dabbawala/.

2 State of the American Workplace: Employee Engagement Insights for U.S. Business Leaders, The Gallup Organization, 2013, http://www.gallup.com/strategicconsulting/163007/state-american-workplace.aspx.

3 Seth Godin, “Your Manifesto, Your Culture,” Seth’s Blog, April 24, 2013, http://sethgodin.typepad.com/seths_blog/2013/04/your-manifesto-your-culture.html.

4 Stephen R. Covey, The 8th Habit: From Effectiveness to Greatness (New York: Simon & Schuster, 2004), 5.

5 Ibid., 5.

6 Mark C. Crowley, “How SAS Became the World#8217;s Best Place to Work,” FastCompany, January 22, 2013, http://www.fastcompany.com/3004953/how-sas-became-worlds-best-place-work.

7 “Doing Well by Being Rather Nice,” The Economist, November 29, 2007, http://www.economist.com/node/10208507.

8 Rebecca Leung, “Working the Good Life,” 60 Minutes, April 18, 2003, http://www.cbsnews.com/news/working-the-good-life.

9 Crowley, “SAS.”

10 SAS Institute, 2012 Corporate Responsibility Report, http://www.sas.com/company/csr_reports/archive/csr-report-current.pdf.

11 Paul S. Goodman, “The Cult of the Dabbawala,” The Economist, July 10, 2008, www.economist.com/node/11707779.

12 Karl Moore, “The Best Way to Innovation? An Important Lesson from India,” Forbes, May 24, 2011, http://www.forbes.com/sites/karl moore/2011/05/24/the-best-way-to-innovation-an-important-lesson-from-india/; Sue Gillman, “4 Reasons the Dabbawala Supply Chain Succeeds While Corporate Giants Struggle,” iSixSigma (blog), July 8, 2011, http://www.isixsigma.com/community/blogs/4-reasons-dabbawala-supply-chain-succeeds-while-corporate-giants-struggle.

13 Saritha Rai, “In India, Grandma Cooks, They Deliver,” The New York Times, May 29, 2007, http://www.nytimes.com/2007/05/29/business/worldbusiness/29lunch.html?pagewanted=1&_r=1.

14 Goodman, “The Cult of the Dabbawala.”

CHAPTER 4

1 “Three Reasons Why Good Strategies Fail: Execution, Execution, Execution,” Knowledge@Wharton (blog), August 10, 2005, http://knowledge.wharton.upenn.edu/article.cfm?articleid=1252.

2 See Chris McChesney, Sean Covey, and Jim Huling, The 4 Disciplines of Execution: Achieving Your Wildly Important Goals (New York: Free Press, 2012).

3 Scott Briscoe, “Measures of Greatness: An Interview with Jim Collins,” Associations Now, November 2006, http://www.asaecenter.org/Resources/ANowDetail.cfm?ItemNumber=20825.

4 “Three Reasons.”

5 “Making the Emotional Case for Change: An Interview with Chip Heath,” McKinsey Quarterly, March 2010, http://www.mckinsey.com/in sights/organization/making_the_emotional_case_for_change_an _interview_with_chip_heath.

6 Chris McChesney and Jim Huling, “Four Reasons Why Your 2013 Strategy Will Fail (and What to Do about It),” Forbes, January 25, 2013, http://www.forbes.com/sites/forbesleadershipforum/2013/01/25/four-reasons-why-your-2013-strategy-will-fail/.

7 “Three Reasons.”

8 W. Gibb Dyer Jr., Jeffrey H. Dyer, and William G. Dyer, Team Building: Proven Strategies for Improving Performance, 5th ed. (Hoboken, NJ: John Wiley & Sons, 2013), 120-21.

9 “Leaders Everywhere.”

10 Kristen Zambo and Andre Salles, “Aurora Leaders Target Crime, Development, Neighborhoods for 2007,” The Beacon-News–Aurora (IL), February 15, 2007, http://www.highbeam.com/doc/1N1-118383ABA5340088.html.

11 Dean W. Collinwood and Sangita Skilling, “Changing Colors at Leighs Paints,” FranklinCovey Center for Advanced Research, February 2009, http://www.franklincoveyresearch.org/catalog/CFR 090196_LeiPai_CasStu_v1.0.4_lr.pdf.

CHAPTER 5

1 Ron Breazeale, “Your Job,” In the Face of Adversity (blog), Psychology Today, April 1, 2013, http://www.psychologytoday.com/blog /in-the-face-adversity/201304/your-job.

2 Donna Jackson Nakazawa, “The American Stress-Illness Crisis,” The Last Best Cure (blog), Psychology Today, May 13, 2013, http://www.psychologytoday.com/blog/the-last-best-cure/201305 /the-american-stress-illness-crisis.

3 Larissa Faw, “Why Some Women Are Burning Out at Work at 30,” Forbes, November 22, 2011, http://www.nbcnews.com/id/45357267/ns/business-forbes_com/t/why-some-women-are-burning-out-work/?fb_ref=.TsvEvx98ch4.like&fb_source=home_multiline#.Ugbz8pKsim7.

4 “Are You Suffering from Job Burnout”? CareerBuilder UK, August 26, 2011, http://www.careerbuilder.co.uk/Article/CB-361-Workplace-Issues-Are-you-suffering-from-job-burnout.

5 Panjak Singh, “Health Consequences and Buffers of Burnout Among Indian Software Developers,” Psychological Studies, Nov. 2, 2012, http://link.springer.com/article/10.1007%2Fs12646-012-0171-9#page-2.

6 Yasmin Taj, “India Inc. in Need of an Anti-Stress Pill,” The Economic Times, Apr. 2, 2013, http://epaper.timesofindia.com/Repository/getFiles.asp?Style=OliveXLib:LowLevelEntityToPrint_ETNEW&Type=text/html&Locale=english-skin-custom&Path=ETD /2013/04/02&ID=Ar01400.

7 Jane Weaver, “Job Stress, Burnout on the Rise,” NBC News, September 1, 2003, http://www.nbcnews.com/id/3072410/ns/business-us _business/t/job-stress-burnout-rise/#.Ugb7lpKsim4.

8 Peter Bisson, Elizabeth Stephenson, and S. Patric Viguerie, “The Productivity Imperative,” McKinsey & Company, June 2010, http://www.mckinsey.com/insights/growth/the_productivity_imperative.

9 Towers Perrin, “Turbocharging" Employee Engagement: The Power of Recognition from Managers, Part 2—The Circle of Recognition, 2010, http://www.towerswatson.com/en-US/Insights/IC-Types/Survey-Research-Results/2009/12/Turbocharging-Employee-Engagement-The-Power-of-Recognition-From-Managers-Part-2.

10 Adam Grant, “What Millennials Really Want Out of Work,” Huffington Post Blog, August 2, 2013, http://www.huffingtonpost.com/adam-grant/millennial-generation-jobs_b_3696622.html. Italics added.

11 Tamarra Kemsley, “Human Body Distinguishes between ‘Hedonic’ and ‘Eudaimonic’ Happiness on Molecular Level,” Nature World News, July 30, 2013, http://www.natureworldnews.com/articles/3242 /20130730/human-body-distinguishes-between-hedonic-eudaimonic-happiness-molecular-level.htm.

12 Barbara Frederickson et al., “A Functional Genomic Perspective on Human Well-being,” Proceedings of the National Academy of Sciences 11, no. 33 (2013): 13684–13689, http://www.pnas.org/content/110/33/13684.full.

13 Daniel H. Pink, Drive: The Surprising Truth About What Motivates Us (New York: Penguin, 2011), 223.

14 Peter F. Drucker, Management, rev. ed. (New York: HarperBusiness, 2008), 191.

15 The six-year study was between 2005 and 2011. It was based on 351,613 respondents from Africa, the Asia-Pacific region, Europe, Latin America, the Middle East, and North America.

16 W. H. Murray, The Scottish Himalayan Expedition (London: J. M. Dent, 1951).

17 “The New Organisation,” The Economist, January 19, 2006, 3, http://www.economist.com/node/5380483.

18 Gavin Newsom and Lisa Dickey, Citizenville (New York: Penguin Press, 2013), 11.

19 Dave Meslin, “The Antidote to Apathy,” TEDxToronto 2010 video, 7:05, October 2010, http://www.ted.com/talks/dave_meslin _the_antidote_to_apathy.

CHAPTER 6

1 Jeanette Mulvey, “American Workers Don’t Trust Their Bosses,” BusinessNewsDaily, July 12, 2011, http://www.businessnewsdaily.com/1195-employees-dont-trust-bosses.html.

2 Geoffrey James, “Warning: Customers Don’t Trust Leaders,” Inc., April 19, 2013, http://www.inc.com/geoffrey-james/warning-customers-dont-trust-leaders.html.

3 The University of Chicago Booth School of Business, “Chicago Booth/Kellogg School Financial Trust Index Finds Anger over Economy Remains Even as Trust and Optimism Remain,” Chicago Booth/ Kellogg School Financial Trust Index, May 31, 2013, http://www.chicago booth.edu/about/newsroom/press-releases/2013/2013-05-31.

4 Leigh Branham, The 7 Hidden Reasons Employees Leave (New York: AMACOM, 2012), 188.

5 Colin Mayer, Firm Commitment: Why the Corporation Is Failing Us and How to Restore Trust in It (Oxford, UK: Oxford University Press, 2013).

6 Watson Wyatt, “Human Capital Index,” WorkUSA (Arlington, VA: Watson Wyatt, 2002).

7 Cited in Ronald J. Burke, Edward C. Tomlinson, and Cary L. Cooper, Crime and Corruption in Organizations: Why It Occurs and What to Do About It (Surrey, UK: Gower Publishing, 2012), 176.

8 Newsom, Citizenville, 12.

9 Cheryl Hall, “Frito-Lay Puts Trust in Trust,” Dallas Morning News, March 9, 2011, http://www.dallasnews.com/business/columnists/cheryl-hall/20110308-frito-lay-puts-trust-in-trust.ece.

10 “Al Carey, CEO of Frito-Lay, on The Speed of Trust,” YouTube video, 1:50, posted by “Franklincovey Speedoftrust,” July 5, 2011, http://www.youtube.com/watch?v=JZqK3MKxbpo.

11 See Stephen M. R. Covey, The Speed of Trust: The One Thing That Changes Everything (New York: Free Press, 2006).

CHAPTER 7

1 Daniel James Brown, The Boys in the Boat: Nine Americans and Their Epic Quest for Gold at the 1936 Berlin Olympics (New York: Viking, 2013), 2.

2 Covey, The 7 Habits, 217.

3 Ibid., 252.

CHAPTER 8

1 Fred Reichheld, The Ultimate Question: Driving Good Profits and True Growth (Boston: Harvard Business School Press, 2006), 14.

2 James L. Heskett et al., “Putting the Service-Profit Chain to Work,” Harvard Business Review, March 1994, http://hbr.org/1994/03/putting-the-service-profit-chain-to-work/ar/1.

3 Alex Rawson, Ewan Duncan, and Conor Jones, “The Truth about Customer Experience,” Harvard Business Review, September 2013, http://hbr.org/2013/09/the-truth-about-customer-experience/ar/1.

4 Victor Lipman, “Why Employee Development Is Important but Neglected,” Mind ofthe Manager (blog), Psychology Today, March 13, 2013, http://www.psychologytoday.com/blog/mind-the-manager/201303/why-employee-development-is-important-neglected.

5 Ibid.

6 Harold Meyerson, “Taking the ‘Service’ Out of the Service Sector,” Washington Post, April 16, 2013, http://articles.washingtonpost.com/2013-04-16/opinions/38584154_1_wal-mart-u-s-workforce-ron-johnson.

7 Zeynep Ton, “Why ‘Good Jobs’ Are Good for Retailers,” Harvard Business Review, January–February 2012, http://hbr.org/2012/01/why-good-jobs-are-good-for-retailers.

8 Wayne F. Cascio, “The High Cost of Low Wages,” Harvard Business Review, December 2006, http://hbr.org/2006/12/the-high-cost-of-low-wages/ar/1; David Aaker, “Can Employee Policy Lead to Customer Loyalty? Costco and HP Prove It Can,” Prophet, July 10, 2013, www.prophet.com/blog/aakeronbrands/148-can-employee-policy-lead-to-customer-loyalty-costco-and-hp-prove-it-can.

9 “Net Promoter Benchmarking,” SatMetrix Net Promoter Community, accessed August 3, 2014, http://www.netpromoter.com/why-net-promoter/compare.

10 Alan B. Goldberg and Bill Ritter, “Costco CEO Finds Pro-Worker Means Profitability,” ABC News, August 2, 2006, http://abcnews.go.com/2020/Business/story?id=1362779.

11 John Warrilow, “One Question Can Predict the Future of Your Company,” Inc., June 24, 2011, http://www.inc.com/articles/201106/whats-your-net-promoter-score.html.

12 Sales Executive Council, World-Class Sales Coaching: Building A First-Line Manager Coaching Program, 2007, https://sec.executiveboard.com/public/PosterPromo/SEC First-line Manager Coaching Program.pdf, 13–14.

CONCLUSION

1 Dee Hock, Birth of the Chaordic Age (San Francisco: Berrett-Koehler Publishers, 1999).

2 “Scientific Fish Story,” The New York Times, August 25, 1901, http://query.nytimes.com/mem/archive-free/pdf?res=F60811F83F5B11738 DDDAC0A94D0405B818CF1D3.

3 Rosabeth Moss Kantner, “The Enduring Skills of Change Leaders,” in Leader to Leader 2: Enduring Insights on Leadership, ed. Frances Hesselbein and Alan Shrader (San Francisco: Jossey Bass, 2008).