Table of Contents
Foreword xi
Preface to the Fourth Edition: Dysfunction Is Gold xiii
Preface to the First Edition: It's Just Mechanics xxvii
Introduction: The Simplest Solution 1
Part 1 The Systems Mindset 15
1 Control Is a Good Thing 17
2 Events Did Not Unfold as Anticipated 28
3 The Attack of the Moles 34
4 Gun-to-the-Head Enlightenment 42
5 Building the Machine 65
6 Systems Revealed, Systems Managed 75
7 Getting It: A Room Full of Boxes 88
Part 2 Make It So 95
8 Swallowing the Horse Pill 96
9 We Are Project Engineers 110
10 Your Strategic Objective and General Operating Principles 122
11 Your Working Procedures 129
Part 3 So Say We All 149
12 Good Enough 150
13Errors of Omission 157
14 Quiet Courage 163
15 Point-of-Sale Thinking 168
16 Extraordinary Systems Operated by Great People 177
17 Consistency and Cold Coffee 185
18 Hyper-Communications: Grease for the Wheels 194
19 Prime Time 202
20 The Traffic Circles of Pakistan 217
21 System-Improvement as a Way of Life 224
Epilogue: Your Business: Is This the End or Just the Start? 229
Acknowledgments 233
Appendix A Centratel's Strategic Objective 236
Appendix B Centratel's Thirty Principles 238
Appendix C Sample Working Procedures 243
Appendix D Implementation of the WTS Method, Certification 253
Appendix E Sixteen Case Studies: From Chaos to Control 254
Appendix F Centratel's Procedure for Procedures 271
Appendix G Centratel's Communication System 275
Appendix H Business Documentation Software 279
Appendix I Other Offerings 280
Appendix J Kashmir Family Aid 281
Appendix K Copyright Infringement 282
Disclaimer 283
Index 284
About the Author 294