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Contents
Acknowledgementsxi
Introduction1
A3
Anageofambiguity;Agreementandargument;Alliances;
Alphabetsoup;Altitudesickness;Annualevaluations;
Associationwithsuccess;Attritionisgood;Averagesandthe
drunkard
B16
Baselines;Battles;Benchmarking;Bluffing;Boardsandexecutive
committees;Boundaries;Branding;Budgets;Budgetcodes;
Businessschools
C29
Calculators;Callcentresandcontemptforthecustomer;Change;
Claimstofame;Theclientrule;Cock-upsandblame;Commercial
confidentiality;Committees;Competitiveadvantageforthe21st
century;Competitiveintelligence:useitorloseit;Compounding;
Computerabuse;Conferences:thesurvivalguide;Consultants;
Contracts;Controlcomplianceandcommitment;Corruption
briberyandskulduggery;Costcutting:thesoldier’sboots;Cost
saving:thereddollarsyndrome;Courtesy;Culturecrabsandthe
deathofthetealady;Customerloyaltyandthemomentoftruth;
Customersforprofits;Customerresearch:liesandstatistics;
Customerservice:livingwithreality
D64
Delegationempowermentanddeception;Democracyand
dictatorshipatwork;Diversity;Dressschizophreniaandthe
castesystem;Duediligence
viii
E69
Easydoesit;E-business:themasterandtheservant;Emotional
cycleofchangeandthevalleyofdeath;Enthusiasm;
Entrepreneursbusinessandthepactwiththedevil;Entropyand
excellence;Excesscapacity;Excuses;Expatriates;Eyesof
management
F80
Financialaccounting:theroadtoirrelevance;Flatorganizations
flatresults;Forecastingandexperts;Frequentflyers
G86
Gloryandlies:theannualreport;Grassisgreenerontheother
sideofthehill;Guarantees:promisesandlies
H92
Headhunters;Headoffice;Herdinstincts;Honestfeedback;
Humourandthesenseofhumourtest;Hustle:controllingyour
destiny
I102
Informationinflation:backtothefuture;ITconsultants:the
builder’sbrick;IT:IntermediateTechnology;Innovation:
winningwithoutfighting;Investingtolose;‘-ists’
J109
Japan:learningtoeatsushiandconquertheworld;Job
descriptionsversusthepsychologicalcontract
K111
Killingideas;Knowledgemanagement
L114
Language;Lawyersandtherevolution;Leadership;Learning
mistakesandtheshitdetector;Lies;Luck
M121
Management;Managementaccounting:deathandreincarnation;
Managementbywalkingaway;Managementinformation
systems;MarsBarsutilityandthesalesperson;Meetings:the
Contents
ix
goodthebadandtheugly;Mergersandacquisitions;TheMidas
touch;Multinationalsandmultilocals;Mythsofmanagement
N136
Negotiatetowin;Neweconomyblues
O138
Offices;One-wayoptions;Organizationcharts;Overpaypeople
P144
Paretoprinciple;Parkinson’sLaw;Perfectpredators;Planning
heavenandhell;Politicalcorrectness;Powergames;
Presentations;Pricing;Professionalsandpyramids;Professors
andtheonenightstand;Projectmanagement;Punkshippies
expertsandthefuture
Q170
Qualityzealots;Quickfixfixation
R174
Rationalpoliticalandemotionalmanagement;Recruiting;
Re-engineeringre-engineering;Requiredratesofreturn;
Resistinginsanity;Respectfortheindividual;Revenge;
Reviewinguments:theartofreading;Riskandmarzipan;
Rushingandrelaxing
S184
Salariesandsecrets;Seagullmanagement;Secretaries;Sell-by
dates:whentomoveon;Selling;Sexanddrugsandrockandroll;
Shakespeareandmanagement;Sheriffsandcowboys;Skills:stuff
andpeople;Sorryandsympathy;Spendspendspend;Staffand
themastersoftheuniverse;Status;Stewardshipandvalues;
Strategy:warandpeace;Stressisgood
T203
Teamplayers;Teflon-coatedmanagement:turninglossesinto
investment;Teleworking:mythandreality;Thankyou;Thinking;
Time:activityefficiencyandeffectiveness;Titles;Trainingversus
experience;Thetrustequation
Contents
x
U216
Understandi
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