Page 430 - kf fyi for your improvement license eng 3-4-15

crowdsourcing, 8.5, 19.2, 35.4
Decision quality, 12
cultural competence, 14.10 analytic tools, 12.4
balance, 12.11
Customer focus, 11 biases, mitigating, 12.2
anticipating needs, 11.1 debate, encouraging, 12.6
continuous improvement, 11.11 decisiveness, 12.8
customer loyalty, 11.8 ethical, 12.10
customer perspective, 11.2 including others, 12.5
dissatisfied customers, 11.5 problem definition, 12.1
internal customers, 11.9 rigor in, 12.3
investigating processes, 11.7 timing of decisions, 12.9
learning from complaints, 11.4 in virtual teams, 12.7
processes, customer-friendly, 11.10
profitable vs. unprofitable, 11.13 decisions
satisfied customers, 11.6 collaborating, 6.1, 6.8
service-profit chain, 11.12 communicating rationale, 5.13
staying in touch, 11.3 data based, 17.4
financial, 17.2

debate political influence on, 21.10
encouraging, 12.6 and reasonable risks, 28.2
engaging in, 9.1 transparency, 6.7, 16.7
healthy, 12.1 decisiveness
passionate, 34.13 balancing thinking with action, 3.8
fostering in virtual teams, 12.7
decision makers, identifying, 23.4
defensiveness
as blockage to self-knowledge, 29.4
when criticized, 26.5
about customer complaints, 11.4
when hearing feedback, 20.11, 106.4
about mistakes, 1.9

delegating
to build a strong team, 104.7
determining what to delegate, 15.3
fundamentals of, 28.5
to make time for strategy, 107.5
trusting others with tasks, 15.2
using others as a resource, 27.6

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