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The Boss™s Survival Guide by Bob Rosner, Allan Halcrow, and
Alan S. Levins.
McGraw-Hill Trade, 2001.

Managing Performance, Managing People: Understanding and
Improving Team Performance by Murray Ainsworth, Neville Smith, and
Anne Millership.
Longman, 2001.

The Bad Attitude Survival Guide by Harry E. Chambers.
Perseus Publishing, 1998.

Keeping Good People: Strategies for Solving the #1 Problem
Facing Business Today by Roger E. Herman.
Oakhill Press, 1999.

The Unofficial Guide to Hiring and Firing People by Alan S. Horowitz.
Hungry Minds, Inc., 1999.


Personal Growth

Principle Centered Leadership by Steven Covey.
Simon & Schuster, 1992.

Big Vision, Small Business by Jamie S. Walters.
Berrett-Koehler Publishing, 2002.

Leap of Strength: A Personal Tour Through the Months Before and
Years After You Start Your Own Business by Walter G. Sutton.
Silver Lake Publishing, 2000.

Thinking for a Change: 11 Ways Highly Successful People Approach
Life and Work by John C. Maxwell.
Warner Books, 2003.

Fierce Conversations by Susan Scott.
Viking Press, 2002.
271
Appendix Two



Corporate Change and Growth

Alchemy of Growth: Practical Insights for Building the Enduring
Enterprise by Merhdad Baghai, Stephen Coley, and David White.
Perseus Publishing, 2000.

Leading Strategic Change by J. Stewart Black and Hal B. Gregersen.
Financial Times Prentice Hall, 2002.

Managing Transitions by William Bridges.
Perseus Publishing, 1991.

Strategic Action Planning Now! by Cate Gable.
Saint Lucie Press, 1998.

The E-Myth Revisited: Why Most Small Businesses Don™t
Work and What to Do About It by Michael E. Gerber.
HarperBusiness, 1995.


Leadership

On Becoming a Leader by Warren Bennis.
Perseus Publishing, 1994.

Leadership Jazz by Max De Pree.
Doubleday Trade Press, 1993.

Pour Your Heart Into It: How Starbucks Built a Company One
Cup at a Time by Howard Schultz and Dori Jones Yang.
Hyperion, 1999.

Primal Leadership: Realizing the Power of Emotional Intelligence
by Daniel Goldman, Annie McKee, and Richard E. Boyatzis.
Harvard Business School Press, 2002.

Built to Last: Successful Habits of Visionary Companies
by Jim Collins and Jerry I. Porras.
HarperCollins, 1994.
272 Appendix Two



Marketing

The Marketing Toolkit for Growing Businesses by Jay B. Lipe.
Chammerson Press, 2002.

Guerilla Marketing: Secrets for Making Big Profits from Your Small Business
by Jay Conrad Levinson.
Mariner Books, 1998.

The Anatomy of a Buzz: How to Create Word-of-Mouth Marketing
by Emanuel Rosen.
Doubleday, 2002.

The 22 Immutable Laws of Branding by Al Ries and Laura Ries.
HarperCollins, 2002.

What Clients Love: The Field Guide to Growing Your Business
by Harry Beckwith.
Warner Books, 2003.
INDEX


Accounts payable, 38, 84 Budget notebook, 56 “59
Accounts receivable, 38“39, 84 divisions of, 57
AES Corporation, 204 making it happen, 59“60
Analysis, break-even, 71 reality check, 61
making it happen, 71, 74 worksheet, 60
reality check, 74 Budget variance report, 97
worksheet, 72“73 making it happen, 97
Apple computers, 16 reality check, 97, 100
Arthur Anderson, 200 worksheet, 98“99
Assets, 69, 90 Business:
annual game-planning process, 253
Balance sheet, 77, 84 board of directors/advisors, 251“253
categories of, 93, 95 “96 characteristics of CEOs, 232“234
projections, 68 consulting help, 241“250
making it happen, 69“70 determiners of success, 231, 232
reality check, 70 find the important details, 236
ratios to include, 96 leading for results, 231“261
year-at-a-glance, 90 look to the long term, 235 “236
making it happen, 90 outside help, 240“241
reality check, 92 slumps, 238“239
worksheet, 91 support, 239“240
Benchmarking, 145 times of growth, 237“238
Benchmarks, market-based, 146 tools for leading, 253 “254
Boards of directors/advisors, 251“253 toughest questions, 235
potential sources, 252 Business factors, 173
questions to ask, 251 Business partner (supplier) survey, 169
Boston Consulting Group, 17 making it happen, 169
Bottom-up budget, 32, 43 reality check, 171
“Bridge management,” 247 worksheet, 170
Budget, creating: Business plan:
big items, 39 implementing, 4
control expenses, 36 “37 purpose of, 3
financial controls, 39
follow the money, 35 “36 Capital expenses, 39
participative, 32 Carson Pirie Scott, 82, 83
plan for cash, 37“39 Cash, plan for, 37“39
plan for debt, 34 “35 Cash flow, 78“82
plan for profits, 39 basic rules, 80
priorities, 32“33 managing inventory, 80, 82
revenue forecasts, 41“ 42 managing receivables, 79
tools for creating, 43 “74 statement of, 77


273
274 Index



Cash position, 76 Data, customer marketing, 176 “177
analysis of, 104 Day-to-day essentials, 76
making it happen, 104 Debt, plan for, 34 “35
reality check, 106 Demming, W. Edwards, 147
worksheet, 105 Depreciation, 39
CEO, characteristics of, 232“234 Details, finding the important, 236
Change, phases of, 149 Domino™s Pizza, 15
Chrysler, 15 “Downsized by attrition,” 35
Communication, essential, 203 “206
feedback, 205 Elphick, Enita, 81
performance review, 205 “206 Employee fraud, preventing, 40
visual, 26 Employee ranking system, 225
Company: making it happen, 225
challenges, 5 “8 reality check, 225, 227
future, creating a (challenge #4), 7“8 worksheet, 226
inventing your, 4 “8 Employees, standards for, 200
reinventing the, 4 things never to tolerate, 208“209
Company performance review, 258 tools for managing/motivating, 211“212
making it happen, 258 Enron, 200
reality check, 258, 261 eToys, 235
worksheet, 259“260 Expense budgeting, 55 “56
Competition, assessment of, 187 Expenses, control, 36 “37
making it happen, 187
reality check, 187, 189 “Factors” (high-interest loans), 34
worksheet, 188 Federal Express, 16, 145
Compensation, 206 Feedback, providing regular, 205
Competency, core, 182 Finance (challenge #1), 5
Computers, 37 Finances, tools to understanding, 84 “85
Consultants: Financial analysis, year-at-a-glance, 93
applications, 250 making it happen, 93, 95 “96
clear hierarchy, 248 reality check, 96
deadlines, 248 worksheet, 94
doing your homework, 246 Financial controls, set, 39“ 41
establishing successful relationship, 245 “246 Financial information, sharing, 83 “84
finding the right one, 241“242 Financial measurements, essential, 76 “77
knowing what you need, 246 “247 Financial report to employees, 110
meetings, 249 making it happen, 110
questions to ask, 242“245 reality check, 110
vague conclusions, 249“250 worksheet, 111
value-added functions, 249 Financial statements, 77“78
Control, end-line, 149 Focus groups, 117
Corporate culture (challenge #2), 5 “6 things to look for, 118
Corporate goals, defining, 21“22 Ford, 15
making it happen, 22“23 Foresight, characteristic of CEO, 234
reality check, 23 Fraud, 200
Corporate objectives/subobjectives, 21
Costs and risks, assessing, 182“183 Game plan, 237
Courage, characteristic of CEO, 233 “234 Game-planning process, annual, 253
Customer research, 118 General Motors, 15, 16
Customers: Goals:
focus, 116 marketing, 184 “185
who are they, 117“119 and objectives, examples of, 22
Customer service professionals, 120“121 useful in decision making, 9
“Customers First,” 148 Greenlee, Clark, 177“178
275
Index



Gross profit margin percentage, 76 Latteland Espresso, 178
Growth, managing high, 238 Lawsuits, avoiding, 210
times of, 237“238 Lenk, Toby, 235
Liabilities, 69, 92
Handbooks, employee, 210 Line of credit, 38
Hiring: Long-term debt, 92
negligent, 202
practices, 202“203 MacDonald, Michael, 82
Human resource administration, 209“210 Malcolm Baldrige Quality Award, 146
Human resource information system (HRIS), Management:
204 employee-ranking system, 207
Human resource management, quality of, 199 employees, destructive, 207“208
make time to, 207“209
Income, net, 76 managing managers, 207
Income statement, 39, 77, 84 skills feedback, 222
projections, 65 making it happen, 222
making it happen, 65, 68 reality check, 224
reality check, 68 worksheet, 223
worksheet, 66 “67 Market, researching, 176
year-at-a-glance, 86 Market driven, 173
making it happen, 86 Marketing, 173
reality check, 86 “87 activities, 178“180
worksheet, 88“89 dollars, spending effectively, 190
Indicators: game plan, 177“178
customer service, 135 goals, 184 “185
making it happen, 135 plan, questions, 174
reality check, 135 and sales (challenge #3), 6 “7
worksheet, 136 “137 tools for, 185 “186
financial, 75, 107 Market research, 119
making it happen, 107 Market responsive, 173
reality check, 107 Maturity, 231
worksheet, 108“109 McDonald™s, 12
human resource, 228 Mead Corporation, 184
making it happen, 228 Merritt Publishing, 8
reality check, 228, 230 Mission statement:
worksheet, 229 creating, 13 “16
leading, 77 drafting, 16
setting key, 78 factors to consider, 14 “15
specific key, 78 making it happen, 16
Industry, things to know, 175 reality check, 17
Innovation, sources of, 181“182 Money, follow the, 35 “36
Inventory:
controlling, 152 Net income, 76
control report, 167 Net worth, 76
making it happen, 167 Nordstrom, 16, 182
reality check, 167
worksheet, 168 Operational performance, critical measures, 146
managing, 80, 82 Opportunity, recognizing, 18“19
problems, 153 Orders, backlog of 165
tells you all, 152“153 making it happen, 165
reality check, 165
Just-in-time control system, 151 worksheet, 166
Outsourcing, 210
Kroc, Ray, 12 Owner™s equity, 70
276 Index



Participation, real, 204 Deming approach, 147, 149
People: quantity, achieving, 145 “171
investing in, 200“203 adding new value, 151“152
managing well, 211 inventory, 152“153
Performance: setting standards, 145 “151
peak, 199 supplier concerns, 154
review, 205 “206, 213 tools for achieving, 154 “171
making it happen, 213, 217 Questions, tough, 235
reality check, 217“218
worksheet, 214 “216 Rags to Riches, 34, 36
Personal insight, characteristic of CEO, 233 Receivables:
Plans, action, 23 “24 basic rules, 80
making it happen, 24 “25 managing, 79
reality check, 25 payables, management of, 77
visual representation, 25 “26 Resourcefulness, characteristic of CEO, 233
making it happen, 26 “27 Retailing, three key to successful, 82
reality check, 27 Returns analysis, 162
Price, average selling, 44 making it happen, 162
making it happen, 44, 46 reality check, 164
reality check, 46 worksheet, 163
worksheet, 45 Revenue:
Product development, 173 budget, 43
checklist, 193 dollars, 76
making it happen, 193 forecasts, 41“ 42
reality check, 193, 195 Risk:
worksheet, 194 minimizing, 183 “184
tools for, 185 “186 willing to look at, characteristic of CEO, 234
what it is, 180
Products: Sales, 47
top-selling, 131 data, communicating to employees, 122“123
making it happen, 131 management, 121“122
reality check, 131 meeting your goal, 122“123
worksheet, 132 month-to-month, 125
Product sales: making it happen, 125
by customer, 128 reality check, 125 “127
making it happen, 128 worksheet, 126
reality check, 128, 130 outside sales reps, 35 “36
worksheet, 129 and profitability, 115 “116
by marketing method, 190 profits, 116
making it happen, 190 projections by month, 53
reality check, 190, 192 making it happen, 53, 55
worksheet, 191 reality check, 55
Profits: worksheet, 54
plan for, 39 projections by product, 50
and survival, 42“ 43 making it happen, 50, 52
Projections, payroll, 62 reality check, 52
making it happen, 62, 64 worksheet, 51
reality check, 64 quality, 119
worksheet, 63 report to employees, 141
Purchasing, 37 making it happen, 141
reality check, 141
Quality: worksheet, 142
control, online, 149 representatives, 119“120
defining, 146 “147 salesperson, 133
277
Index



making it happen, 133 Units shipped, 158
reality check, 133 making it happen, 158
worksheet, 134 reality check, 158
tools for mastering the art, 123 “124 worksheet, 159
unit sales by product, 47 Unity Forest Products, Inc., 81
making it happen, 47, 49
reality check, 49 Value, adding new, 151“152
worksheet, 48 Variance report, same month last year, 101
Saturn, 15 “16 making it happen, 101
Schmidt, Jeffrey, 177“178 reality check, 101
Ship, average days to, 160 worksheet, 102“103
making it happen, 161 Ventures, high-risks, 182
reality check, 161 Virtual companies, 152
worksheet, 160 Vision, creating, 10“12
Slumps, managing, 238“239 living the, 9
Southwest Airlines, 148 making it happen, 12“13
Standards, setting: reality check, 13
defining quality, 146 “147 Vision statement, 9, 12
Deming approach, 147, 149
Statement of cash flow, 77 Wal-Mart, 12, 16
Strengths, 18 Walton, Sam, 12
Supplier, concerns, 154 Watson Wyatt WorkUSA, 199, 200
Supplies, 37 Weaknesses, 18
Support for CEO, 239“241 Whole Foods Market, 116 “117
Survey: Workforce, quality in, 201“202
customer service, 138 Workplace violence, 200
making it happen, 138, 140 Worksheets:
reality check, 140 Analysis of cash position, 105
worksheet, 139 Assessment of competition, 188
employee opinion, 255 Average days to ship, 160
making it happen, 255 Average selling price per product, 45
reality check, 255 Backlog of orders, 166
worksheet, 256 “257 Break-even analysis, 72“73
SWOT analysis (Strengths, Weaknesses, Budget notebook, 60
Opportunities, and Threats), 17“18 Budget variance report, 98“99
making it happen, 19“20 Business partner (supplier) survey, 170
reality check, 20“21 Company performance review, 259“260
Customer service key indicators, 136 “137
Team feedback, 219 Customer service survey, 139
making it happen, 219, 221 Dollar sales month-to-month, 126
reality check, 221 Dollar sales projections by month, 54
worksheet, 220 Dollar sales, projections by product, 51
Threats, 18“19 Employee opinion survey, 256 “257
Tools, moving from vision to action, 10 Employee ranking system, 226
Total quality management (TQM), 147 Financial report to employees, 111
elements of, 150 Human resource key indicators, 229
Totten, Andrea, 34 “36 Income statement projections, 66 “67
Travel and entertainment, 37 Inventory control report, 168
Key financial indicators, 108“109
U.S. Postal Service, 145 Management skills feedback, 223
Unit output by product, 156 Payroll projections, 63
making it happen, 156 Performance review, 214 “216
reality check, 156 Product development checklist, 194
worksheet, 157 Product sales by customer, 129
278 Index



Worksheets (Continued) Unit output by product, 157
Product sales by marketing method, 191 Unit sales by product, 48
Returns analysis, 163 Units shipped, 159
Sales by salesperson, 134 Year-at-a-glance balance sheet, 91
Sales report to employees, 142 Year-at-a-glance financial analysis, 94
Same month last year variance report, 102“103 Year-at-a-glance income statement, 88“89
Team feedback, 220 Worth, net, 76
Top-selling products, 132

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