The Accountable Organization: Reclaiming Integrity, Restoring Trust - page 72


Index

O

O'Neill, Paul, 15-16

organization. See Accountable Organization; company outside-the-box thinking, 145

ownership: accountability as, 20-23; of choices, 22; stake-holder role and, 25



Index

P

Parker, Jim, 169

Patton, Bruce, 123

performance improvements, 89

personal excellence, 149-150

personality type, 107-109

plagiarism, 34-36

power, 77, 94

purpose: changing of, 55-56; clarity of, 44-49; communicating of, 55; leadership's role in reinforcing, 56; media example of, 43-44; power of, 49-56; self-evaluations, 57-58; strategy and, 53

purpose statement, 53-55



Index

Q

QUALCOMM, Inc., 97-98



Index

R

Reagan, Ronald, 93

rebranding, 48

reciprocal trust, 36-37

respect, 80

risk: in Accountable Organization, 140-142; description of, xxvii; opportunity derived from, 135-136

risk taker role of CEO, 86-87

risk taking: by CEO, 142-146; concepts associated with, 141-142; due diligence in, 152; by employee, 146-148; examples of, 154-155; by executives, 142-146; failure caused by, 149-156; fear and, 157; lessons learned from, 151-153; opportunities for, 148; success and, 153



Index

S

sage role of CEO, 83-85

Sarbanes-Oxley Act, 1, 33

Schoenfeld, Erick, 156

securities industry scandals, 27-28

Senge, Peter, 77, 179

Shaw, Gordon, 64-65

Shaw, Robert, 64

Shiller, Robert, 74-75

Siegel, Jeremy, 163

Smith, Fred, 156

Southwest Airlines: accountability at, 162, 167-168; communication at, 170-171; company culture at, 162; customer service at, 163; description of, 161; employees of, 162-166; expectations at, 171-172; integrity at, 168-169; leadership at, 169-170; mission statement, 164-166; stock returns, 163; trust at, 161-162, 166-167; Warrior Spirit at, 162-163

Spencer, Raymond, 6-7

Spitzer, Eliot, 28

stakeholders: educating people to become, 25; employees as, 23-25

stock market boom, 2-4

Stone, Douglas, 123

strategic narratives, 64-66

strategic plan: communication about, 66; importance of, 64; internal commitment to, 66-71

strategic planning: description of, 63; sequence of, 64

students: cheating by, 34, 36; honor system for, 34-36

Sutton, Walt, 85



Index

T

teacher-learner role of CEO, 84

Travis, Daryl, 53

trust: company example of, 161-162, 166-167; conflict's effect on, 124; with customers, 7-8; definition of, 5; description of, 12; earning of, xxii, 80, 84-85; employee, 8-9; eye-level, 6-10, 12; fear and, 132; honesty and, 105; importance of, 7, 52; leadership and, 80; proving of, 60; public, 5-6; at Southwest Airlines, 161-162, 166-167

trust-based marketing, 109-110, 113

trust building: communication's role in, 102-103, 109-113, 116; description of, 60, 102



Index

U

United Airlines, 160

Ury, William, 124-125

U.S. Airways, 160



Index

V

values: aspirational, 51; changing of, 55-56; clarity of, 39; communicating of, 55; core. See core values; definition of, 49;

development of, 51-53; expressing of, 40-41; importance of, 50; integrity and, 39-40; leadership's role in reinforcing, 56; power of, 49-56; self-evaluations, 57-58; statement of, 52 vision: communicating of, 92; definition of, 49; description of, 39; determination of, 91-92; purpose and, 53

visionary role of CEO, 91-93

visionary statement, 53-54, 92

Volcker, Paul, 2