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Index
Cover
Praise
Colophon
Also by Ken Blanchard
Title Page
Copyright
Dedication
Contents
PART I: The Do-Over
1 Yum! Meets the One Minute Manager
2 A Brief History of Yum! Brands
PART II: How to Build a Customer-Focused Company the Right WayThe Four Steps
3 Step One: Set Your Sights on the Right Target
4 Step Two: Treat Your Customers the Right Way
5 Step Three: Treat Your People the Right Way
Get the Right People on the Team: Recruiting and Hiring
Give People the Right Start Training and Development
Give People the Right Help Performance Management
Get People Wired In Developing the Right Systems and Processes
Get People Inspired Creating a Recognition Culture
Give People Opportunities To Grow Career Planning the Right Way
6 Step Four: Have the Right Kind of Leadership
PART III: Next Steps
7 The High Hurdle: Cracking the Code on Customer Mania
8 It’s Your Choice: The Yum! Door or the Dumb Door?
Acknowledgments
About the Authors
Services Available
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