From turf wars to low morale, most companies attempt to cure what ails them with the latest management fad-and fail. They are treating the symptoms while ignoring the true problem.
This book argues that every enterprise falls into one of four categories as dictated by their customer promise: customized (e.g. ad agency), predictable and dependable (e.g utility company), benevolent (e.g. educational institution), and best in class (e.g. high-tech company like Apple). When leadership practices fit the customer promise and company type, the organization thrives. But apply the wrong practices and the mismatch pulls the enterprise apart.
Insightful and practical, the book's proven tools and five-step process will help you diagnose your organization's ills-and stop them at their source.