Contents -- Introduction -- Chapter 1 Vision, Mission, and Values -- Where Are You Going? -- Establishing Your True North -- Understanding the Data -- Creating Your Vision -- Refining Your Vision -- Holding onto Your Vision -- Your Mission Statement -- Developing Your Mission Statement -- Doing Market Research -- Understanding the Competition -- Your Values -- Selecting Core Values -- Syncing Your Values -- Chapter 2 The Management System -- Assessing Your Team -- Establishing Initial Objectives -- Understanding the Current State of the Business -- Identifying Immediate Issues -- Establishing an Organized Management System -- Having a Plan -- Managing Horizontally -- Navigating Obstacles -- Chapter 3 Change -- Why Do People Resist Change? -- Articulating the Need for Change -- Communicating Change -- Modeling and Reviewing Change -- Choosing Your Battles -- The Formula of Change -- The Process of Change -- Reviewing the End-to-End Process to Identify All Dependencies and Downstream Changes -- Quantifying the Changes -- Testing the Change -- Training for New Behaviors -- Validating -- Chapter 4 Communications -- Focus Groups -- Monthly Newsletter: Question-and-Answer Mailbox -- Brown-Bag Lunches -- The Town Hall -- Website Portal for Announcements, Policies and Procedures, and Important News -- Chapter 5 The Management Process -- The Importance of a Management Process -- Implementing a Management Process -- Using Measurements and Metrics -- Fine-Tuning the Management Process -- Ensuring Success with Management Processes -- Understanding Frequency and Depth -- Using Committees -- Chapter 6 Performance Management -- The Importance of Communication -- The Importance of Positive Feedback -- Giving Feedback -- Setting Expectations -- Communicating Time -- Considering Capability and Attainable Goals -- The Performance Discussion -- Chapter 7 Environment.

Positive Environments -- Creating an Environment for Success -- Adapting the Environment to Reflect Your Vision, Mission, and Values -- The Physical Environment -- The Dynamic of the Environment -- Using Rewards and Recognition -- Recognition -- Reward -- Tailoring an Environment -- Don't Forget the External Environment! -- Chapter 8 Presentations -- Management Reviews -- Management Asks -- Staff Meetings -- Town Hall -- Speeches -- Chapter 9 Expense Management -- Plan Your Expenses -- Understand Drivers -- Assess Your Performance -- Make Adjustments -- Measure -- Chapter 10 Some Final Advice -- Stay Positive -- Think about It -- Be Relentless -- Know When to Engage -- Appendix Encore: A Picture Is Worth a Thousand Words -- #1: Decision Making -- #2: Capabilities and Success -- #3: Goal Clarity and Performance -- #4: Priority Management -- #5: Performance Change (the Checkmark Theory) -- Index -- A -- B -- C -- D -- E -- F -- G -- H -- I -- J -- K -- L -- M -- N -- O -- P -- Q -- R -- S -- T -- U -- V -- W.