INTRODUCTION

PART I: Taking “Systems” Seriously

THE LESSON

MESSES 101: MANAGING MULTIPLE GAMES

MESSES 201: MANAGING Interactively Complex GAMES

PART II: Managing “Systems”

STRATEGY

STRATEGY: What is it? Who does it? and How is it done?

Multiple Stakeholders -- “BALANCED SCORECARDS”

STRUCTURE

ORGANIZATIONAL STRUCTURES

“Social Capital”

PROCESS

PROCESS 101: MANAGING CHAINS (REENGINEERING)

PROCESS 201: MANAGING INTERACTIONS

PROCESS 301: MANAGING INNOVATION

CULTURE

CULTURE

EXTRINSIC AND INTRINSIC MOTIVATIONS

KNOW THYSELF

SEEK FIRST TO UNDERSTAND

"EMPLOYEES FIRST, CUSTOMERS SECOND"