Acknowledgments xi
Introduction 1
Looking Beyond the Chief Complaint 5
What is Success? 8
PART ONE The Diagnosis from Outside-In: Assessing Your Organization 11
CHAPTER 1 Introducing the 4-Ps Model for Strategic Transformation 13
Defining the 4 Ps of Organizational Transformation 14
Building a Dynamic Organization 17
Diagnosing Organizations from Outside-In 17
Looking Within an Organization 19
The 4 Ps for Organizational Transformation 20
The Success of Apple 23
Diagnosing and Treating 25
CHAPTER 2 The 4 Ps and Effective Leadership: Assessing Your Leadership Style 27
Defining the Four Aspects of Personal Health 28
Leadership and Health 29
CHAPTER 3 The 4 Ps and Organizational Transformation: Assessing Your Organization 35
Look Beyond the Chief Complaint 38
Lasting Success 40
PART TWO The Treatment from Inside Out: Transforming Your Organization 43
CHAPTER 4 Realigning Your Organization’s Purpose and Core Values 45
Core Purpose: The Mission Statement 46
The Netflix Story: Changing Its Core Purpose 48
Core Values 50
Core Values Gone Awry: The Wall Street Debacle 51
Core Values as Guideposts for Success: The Story of Zappos 52
Evolving Missions: Assessing Your Market 53
Personal Mission Statements 55
Changes in the Healthcare Industry 56
CHAPTER 5 Restoring Passion in the Workplace 61
The Effect of a Positive Attitude 62
The Effect of Negative Emotions 64
The Biochemistry of Emotion 65
Releasing Negative Emotions 66
Dealing with Boredom 66
Resolving Anger 68
Dispelling Fear 69
Recognizing Burnout 72
The Power of Positive Emotions 72
The Power of Caring 75
Passion in the Workplace 75
CHAPTER 6 Creating and Communicating a Compelling Organizational Vision 79
The Importance of Vision in an Organization 81
Where Does Vision Come From? 83
Creating an Organizational Vision 85
Guided Imagery Exercise 86
Vision and Creative Problem Solving: Improving Patient Satisfaction in the Emergency Department 89
Communicating and Creating Buy-In to Your Vision 90
Connecting with Your Audience 90
Listening 91
Building Rapport 94
Neuro-Linguistic Programming (NLP) 96
Are You Visual, Auditory, or Kinesthetic? 98
NLP Mismatch 100
Leading with Vision: The Story of Meriter Medical Group 101
CHAPTER 7 Developing a Strategic Plan for Organizational Transformation 105
Internal and External Organizational Analysis 106
Goal Setting 107
TheWorking-Backwards Process 108
Developing Three to Five Specific Organizational Goals 109
Developing Two to Four Specific Objectives for Each Goal 110
Time: Create a Timeline for Each Step 110
Talent: Build Your Team 115
Treasure: DetermineWhat Resources You Need 115
Do a Reality Check 116
Prioritizing Goals and Objectives 116
Remain Open to New Opportunities 117
Telling Others about Your Goals—AWord of Caution 118
Create a Feedback Loop to Assess Your Progress on a Quarterly Basis, and Adjust Your Plan
Accordingly 119
Reward Your Team for Reaching Milestones 119
Personal Strategic Planning 120
CHAPTER 8 Developing People, Transforming Your Culture 123
The Value of the Right Human Capital 124
Motivating Others 126
Coaching to Improve Performance 127
Mentoring Generation Y 130
Building an Effective Team 132
Invest in People 135
The Power of Rewards 136
Physical Assets 137
CHAPTER 9 Making Success Last: The 5th P, Perseverance 141
The 5th P: Perseverance 142
Elements of Perseverance 145
The Importance of Renewal 147
Building versus Maintaining 149
The Time Frame Challenge 150
Perseverance in Business 150
Assessing Perseverance 152
Personal Perseverance Scale 153
Organizational Perseverance Scale 153
Improving Commitment 153
Improving Focus 154
Improving Endurance 154
Improving Renewal 155
CHAPTER 10 The Final Prescription: A Strategic Transformation Summit 157
Putting All 5 Ps Together 158
Pre-Summit Preparation 159
Step 1: Choose the Right People to Participate in the Summit 159
Step 2: Do an Environmental Scan 159
Step 3: Do a SWOT Analysis. Identify Key Issues that Need to be Addressed 160
Step 4: Complete an Organizational Health Assessment 160
The 5 Ps Summit 161
Introduction: Give an Overview of the 5 Ps Process 161
The 1st P: Purpose and Core Values 161
The 2nd P: Passion 162
The 3rd P: Planning—Part 1: Vision 163
The 3rd P: Planning—Part 2: Setting Goals and Objectives 164
The 4th P: People and Physical Assets 165
The 5th P: Perseverance 167
An Organization in Transformation: The California Medical Association 169
Transforming Your Organization 172
APPENDIX A Personal Health Assessment 175
Personal Health Assessment 176
Person: Physical Health 176
Planning: Mental Health 177
Passion: Emotional Health 178
Purpose: Spiritual Health 179
Total Health Assessment Score 180
Interpretation of Scores 180
Person: Physical Health 180
Planning: Mental Health 181
Passion: Emotional Health 181
Purpose: Spiritual Health 182
Total Health 183
APPENDIX B Organizational Health Assessment 185
Organizational Health Assessment 186
People and Physical Assets 186
Planning 187
Passion 188
Purpose 189
Total Organizational Health Assessment Score 190
Interpretation of Scores 190
People and Physical Assets 190
Planning 191
Passion 191
Purpose 192
Total Organizational Health 193
Notes 195
About the Author 203
Index 205
SUSAN F. REYNOLDS, MD, Phd, is the President and CEO of The Institute for Medical Leadership®, which for over twelve years has been conducting organizational assessments, leadership development seminars, executive and physician coaching, and strategic planning retreats for numerous organizations. A former emergency physician, emergency medical center CEO, and White House healthcare advisor, Dr. Reynolds is the creator and Program Director for the highly acclaimed Chief of Staff Boot Camp®. She is also a keynote speaker and consultant for businesses and Fortune 500 companies, as well as hospitals, health systems and medical society CEOs, and physician leaders.
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