Driving excellence : transform your organization's culture --and achieve revolutionary results / Mark Aesch. [print]

Includes Index.

Nobody knows the driver's name: create a culture of no ego -- The marketplace is bigger than your bus: listening means more than just to customers -- The bus is leaving, so get everybody on board! Sell your organization on the new strategic direction -- Chart your route, then fill the tank: spend money purposely to support your strategy -- To avoid getting a ticket, watch your own speedometer: embrace accountability in all that you do -- Estimated gas mileage doesn't cut it: count what counts! -- Professional drivers obsessively check their gauges: foster a culture of analysis and action -- Where the rubber meets the road: you're the professional driver, so act like it!

When Aesch took over the Rochester Genesee Regional Transportation Authority in 2004, it was operating with a 27.7-million-dollar deficit, and was poised to raise fares, lay off employees, and slash service. Under Aesch's leadership, those deficits have been eradicated and replaced with multimillion-dollar surpluses; reliance on taxpayer subsidies has been reduced; demand for service has increased at rates three times the national average; and in an unprecedented move, the fare at the Authority's two largest subsidiaries were actually reduced. In Driving Excellence, Aesch shows readers how to create a culture built around selflessness rather than ego, and get employees invested in saving the company. In describing the transition from an ailing business to one that enjoys stunning success--lower fares, multi-million surpluses, and the highest ridership and customer satisfaction levels in twenty years--Aesch offers powerful principles that any organization can implement to achieve exceptional results. AMAZON

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