Cover -- Title Page -- Copyright -- Contents -- Foreword -- Introduction -- About Peter F. Drucker -- Why Self-Assessment? -- The Five Most Important Questions -- Encourage Constructive Dissent -- Creating Tomorrow's Society of Citizens -- Question 1 What Is Our Mission? -- It Should Fit on a T-Shirt -- Make Principled Decisions -- Keep Thinking it Through -- What is our Mission? -- What is Your Mission? -- Millennial Takeaway -- Question 2 Who Is Our Customer? -- Identify the Primary Customer -- Identifying Supporting Customers -- Know Your Customers -- Who is our Customer? -- Customers at the Center of Everything! -- Millennial Takeaway -- Question 3 What Does the Customer Value? -- Understand Your Assumptions -- What Does the Primary Customer Value? -- What do Supporting Customers Value? -- Listen to Your Customers -- What Does the Customer Value? -- Creating Customer Value: How Well is Your Brand Helping Customers? -- Millennial Takeaway -- Question 4 What Are Our Results? -- Look at Short-Term Accomplishments and Long-Term Change -- Qualitative and Quantitative Measures -- Assess What Must be Strengthened or Abandoned -- Leadership is Accountable -- What are our Results? -- What are our Results? -- Drucker's Pillars of How to Examine Results -- The Importance of a Values Filter -- The Prism of Your Beliefs -- Millennial Takeaway -- Question 5 What Is Our Plan? -- Goals are Few, Overarching, and Approved by the Board -- Objectives are Measurable, Concrete, and the Responsibility of Management -- Five Elements of Effective Plans -- Build Understanding and Ownership -- Never Really be Satisfied -- What is our Plan? -- Planning for Sustainability: The Story of MI Casa -- A Plan for Leadership -- A Plan That Is Customer Centered and Results Oriented -- A Plan Based on a Mission for Changing Times.

A Plan That Is Culturally Centered and Inclusive -- A Plan Informed by Learning That Ensures Future Success -- A Plan That Sustains -- Millennial Takeaway -- Transformational Leadership -- Millennial Takeaway -- The Self-Assessment Process -- Suggested Questions to Explore -- Question 1: What is our Mission? -- What Are We Trying to Achieve?* -- What Are the Significant External or Internal Challenges, Opportunities, and Issues? -- Does Our Mission Need to Be Revisited?* -- Question 2: Who is our Customer? -- Who Are Our Customers? -- Have Our Customers Changed?* -- Should We Add or Delete Some Customers?* -- Question 3: What Does the Customer Value? -- What Do Our Customers Value? -- Question 4: What are our Results? -- How Do We Define Results for Our Organization?* -- To What Extent Have We Achieved These Results?* -- How Well Are We Using Our Resources?* -- Question 5: What is our Plan? -- What Have We Learned, and What Do We Recommend?* -- Where Should We Focus Our Efforts?* -- What, If Anything, Should We Do Differently?* -- What Is Our Plan to Achieve Results for the Organization?* -- What Is My Plan to Achieve Results for My Group or Responsibility Area?* -- Notes -- Definition of Terms -- Additional Resources -- About the Contributors -- About the Frances Hesselbein Leadership Institute -- Acknowledgments -- EULA.