- 1. The Customer Connection: Addressing the Problem -- 2. You Don't Know What You Don't Know: Learning Where to Look -- 3. Frustration by Design: Why Bad Things Happen in Good Organizations -- 4. Management on Trial: Launching Radical Change -- 5. The $15,000 Pallet Rack: Building a Common Mission -- 6. Money Matters Most: Designing the Right Incentives -- 7. No One Asks for a Salesman: Customers Want Solutions -- 8. The Uses of Tools: Technology Without Tears -- 9. Captain Internet and the Tower of Babel: Get Wired -- 10. The Upside of Perfect: Creating an Innovative Culture -- 11. Millennium Rules: What's Next?
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