accountability: blaming vs., 19-20; as burden, 21; buy-in, 67, 69; collaboration and, 69; conflict and, 124, 129; definition of, 52; denial of, 22; determining of, 18-20; employee, 67-69; eye-level, 16-17; as guilt, 15-17; liability and, 20-21; as ownership, 20-23; perceptions about, 16-17; responsibility for choices, 22; at Southwest Airlines, 162, 167-168
Accountable Organization: aspirational nature of, 179; competitive advantages of, xxii-xxiv, 177; core values of, xxiv-xxv; integrity of, xxiv-xxv; ongoing nature of, 176-177; purpose of, xxv; risk's role in, 140-142; Southwest Airlines case study. See Southwest Airlines; stakeholders in, 24-25; strategic plan of, xxv-xxvi
acknowledgment, 136
Agilent Technologies, 10-12
American Airlines, 160
Apple Computer, 153-156
Argyris, Chris, 67-68
Arpey, Gerard, 160
Ashcroft, John, 16