1 Ken Blanchard and Don Shula, Everyone’s a Coach (Grand Rapids, MI: Zondervan 1995).
2 John Elkington uses the phrase “triple bottom line accounting” in his 1998 book, Cannibals with Forks. Elkington’s use of the phrase includes environmental and social responsibility measures in accounting reports. Our use of the phrase “triple bottom line” has a different focus: success with customers, employees, and investors.
3 Ken Blanchard and Sheldon Bowles, Raving Fans: A Revolutionary Approach to Customer Service (New York: William Morrow, 1993).
4 For more information on the HPO SCORES model and the research conducted, see “High Performing Organizations: SCORES” by Don Carew, Fay Kandarian, Eunice Parisi-Carew, and Jesse Stoner, ...