 | Title | Moral | |
|---|
 | Preface |
| |
| Introduction | | |
| Mission |
| |
| The Truck | Our #1 goal as nonprofit IT people is to move our missions forward | |
| Michelangelo | With a vision, you're not done yet | |
| Managing People -- How to Begin |
| |
| First Impressions | First impressions are lasting | |
| We're Going to Be Great Writers | Positive expectations are powerful | |
| You Can Be Anything You Want To Be | Have faith in your employees | |
| Why Don't Managers Act More Like Parents? | Expect your people to do well and succeed | |
| Strategy |
| |
| Draw a Picture | When it comes to strategy, a picture is worth a thousand words | |
| The Secret to Success | The secret to success is getting started. | |
| Don't Bet Against the Network | Don't bet against the network | |
| An Extra Day of Work | Get technology into the hands of your leaders. | |
| The Big Umbrella | Big vision, small strategy | |
| San Antonio | A simple story can communicate a rich strategic vision | |
| The Frog and the Train | If you don't move, you get hit by the train | |
| The Big Rocks | To be strategic, you need to put the big rocks in first | |
| Bottle-caps | Connect with people where they, with what they use | |
| Managing People II |
| |
| Hire Somebody, Fire Somebody And Reorganize Somebody | A new manager has a license to change; use it quickly | |
| Perfection and Procrastination | Only when the pain of avoiding a task exceeds the pain doing a task "perfectly," will the probability rise high enough for success. | |
| Accomplishing goals through others | To be a good manager, you need to work through others | |
| Service |
| |
| Seven Hundred Names, One at a Time | Great service is a relationship and its personal | |
| House Calls For Kids Shoes | Exceptional service becomes legendary, it gets retold and retold and retold. | |
| Your Car Will be Ready at Noon | Under promise and over deliver | |
| The Missing Hotel Coupon | Trust that the customer wants to do the right thing | |
| Tour Guide, Senator and Cheer leader | The service rep represents the customer, not the company | |