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Index

C

Cable financial news programs, 4
Canon, 49
Capitalism, 161
"Cassandra communications," 145–146
CBS, 20
Celebration:
of achievements, 190
of new ideas, 86
Chaos, 147–148
Charisma, 35–36
Cheerfulness, 180
China, 49
Chrysler, 49
Clinton, Bill, 4
Clinton, Hillary, 4
Collaboration, 168
Collins, Jim, 35–36
Commitment, 103
Committees, reducing number of permanent, 186–187
Communication, 180, 190
importance of, 191
and the Internet, 159–162
Company culture:
Michael Dell on, 42–43
entrenched, 100
Andy Grove on, 43
at Intel, 41, 43
at Microsoft, 163–165
at Southwest Airlines, 41–42, 177–180, 186–191
Company retreats, 164–165
Company structure, 70–72, 184–185
Companywide initiatives, 97–99, 104–105
Compensation packages:
executive, 9–10
fair, 183–184
Competition:
focus on, 186
learning from, 205
and strategic inflection points, 144
studying the, 128, 219–220
Complacency, 41, 135, 143
"Complementors," 144–145
Continuous learning, 79
Copying from others, 198, 204
Core business, 121
Cornell University, 163
Corporate memory, 168–169
Corporate scandals, 6–7
Cross-stocking, 215–216
Crotonville, New York, 89
Cultural change, 40–43
difficulty of achieving, 116–117
Lou Gerstner on, 40–41
time required for, 118
(See also Company culture)
Cultural initiatives, 42
Customer loyalty, 207
Customer-oriented perspective, 34
Customer representatives, 189
Customer service, 181–182
at IBM, 119–121
training in, 189
Customer(s):
as the boss, 197
encouraging employees to relate to, 69
feedback from, 76
focus on, 115–117, 186
identification of faults by, 114
information access by, 169
inviting visits from, 61
involvement in product design, 67–69
learning about your, 76
"outside-in" perspective and focus on, 32–35
relationship with, 61, 208
spending time with, 61
valuing, 182–183

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