Introduction
Chapter One: Strategic Planning for Peak Performance,
Service, and Profit
The SOPs Productivity Pyramid
Level 1: Mission and Objectives
Level 2: Teamwork
Level 3: The Service Cycle and the �Nine Moments
of Truth�
Chapter Two: Building Your Own SOPs Productivity
Pyramid
Step 1: Read This Book
Step 2: Prep Questions
Step 3: Get Team Support
Step 4: Supplies
Step 5: Choose a Strategy
Step 6: Use Meetings and Work Sessions to Complete
Each Level of the Pyramid
Step 7: Monitor Work Progress
Step 8: Support and Appreciate Your Team�s Efforts
Step 9: ETC.
Downloadable FAQ Announcement List
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