About Peter F. Drucker.

How to Use This Workbook.

Self-Assessment: The First Action Requirement of Leadership.

Question 1: What Is Our Mission?

Worksheet 1.1: What Is Our Current Mission?

Worksheet 1.2: Does Our Mission Need to Be Revisited?

Worksheet 1.3: What Are the Emerging Trends That Will Have the Greatest Impact?

Worksheet 1.4: What Are Our Opportunities?

Question 2: Who Is Our Customer?

Worksheet 2.1: Who Are Our Primary and Supporting Customers?

Worksheet 2.2: How Will Our Customers Change?

Worksheet 2.3: Are We Serving the Right Customers?

Question 3: What Does the Customer Value?

Worksheet 3.1: What Do Our Customers Value?

Worksheet 3.2: What Knowledge Do We Need to Gain from Our Customers?

Worksheet 3.3: How Will We Gather Information?

Question 4: What Are Our Results?

Worksheet 4.1: How Do We Defi ne Results?

Worksheet 4.2: How Do We Measure Results?

Worksheet 4.3: How Can We Improve Our Performance?

Question 5: What Is Our Plan?

Worksheet 5.1: What Is Our Mission?

Worksheet 5.2: What Are Our Goals?

Worksheet 5.3: What Is Our Plan to Achieve Results for the Organization?

Worksheet 5.4: How Will We Communicate Our Mission, Plan, and Results?

Afterword.

Glossary of Terms.

Notes.

About Frances Hesselbein.

Acknowledgments.