This Workbook
Self-Assessment: The First Action Requirement of Leadership
Question 1: What Is Our Mission? Worksheet 1
1: What Is Our Current Mission? Worksheet 1
2: Does Our Mission Need to Be Revisited? Worksheet 1
3: What Are the Emerging Trends That Will Have the Greatest Impact? Worksheet 1
4: What Are Our Opportunities? Question 2: Who Is Our Customer? Worksheet 2
1: Who Are Our Primary and Supporting Customers? Worksheet 2
2: How Will Our Customers Change? Worksheet 2
3: Are We Serving the Right Customers? Question 3: What Does the Customer Value? Worksheet 3
1: What Do Our Customers Value? Worksheet 3
2: What Knowledge Do We Need to Gain from Our Customers? Worksheet 3
3: How Will We Gather Information? Question 4: What Are Our Results? Worksheet 4
1: How Do We Defi ne Results? Worksheet 4
2: How Do We Measure Results? Worksheet 4
3: How Can We Improve Our Performance? Question 5: What Is Our Plan? Worksheet 5
1: What Is Our Mission? Worksheet 5
2: What Are Our Goals? Worksheet 5
3: What Is Our Plan to Achieve Results for the Organization? Worksheet 5
4: How Will We Communicate Our Mission, Plan, and Results? Afterword
Glossary of Terms
Notes
About Frances Hesselbein
Acknowledgments