Sales and Service
All organizational functions fit into Marketing/Sales and Service, so all functions should have a seat at the strategic planning table.

From Part II - Values

On Service
There's Service Satisfaction and then there's Service Delight that separates the winners from the mediocre. Winners clearly understand clients' and customers' real expectations and consistently exceed them. That's Service Delight !

Service Recovery
Service foul-ups happen, even in the best companies. When they do, it's imperative that the whole organization view them as an opportunity not only to recover, but to further cement the relationship.

Core Values
The philosophical convictions guiding the organization on a successful journey.

From Part III - Values Applied

HR Fundamentals
Most fundamental of all HR issues is the philosophical foundation of how you really view your employees in the work environment you desire.

Career Development
Successful companies view this as an investment, not a chore.

Employee Retention
The primary retention motivator is the organization's culture itself. Looking forward to going to work each day with the people you like and the company you're proud of is the key to retention.

From Part IV - Leadership

On Trust
Trust is always mutual. If leaders give it - followers will reciprocate. Trust once lost takes a long time to win back. In financial positions - trust, but always verify.

Charisma vs Character
Beware the charmer and publicity lover. All too often it's a camouflage for lack of character and/or leadership interest and capabilty.

Take Care of Everyone Else First
If you take care of your employees first, last and always, they'll take care of your clients and customers and, therefore, the owners.

From Part V - Organization

Function vs Process
Organize around process, not function. In a participatory, collaborative culture, process groups interrelate and together get the work of the organization done.