Index accounting stall 17-18, 155-156 action 121-127 deadline for 126-127 evidence requiring 61 quick vs. procrastination 27 taking chance on 125-126 actual best practice 3 advertising, seasonal products 74 air bags 167 airlines 110 airline cancellations, avoiding delay 13 Allen, Bob 118 American Productivity and Quality Center 168 Aphek, Edna 84 Apollo program 205-209 Appian Way 105 art, electronic rights to 190-191 assets, on balance sheet 18 assumptions, avoiding inaccurate 166-168 false 74-78 frequency of checking 77 need for change in 78-79 to reflect conditions 79-80 validity of 63 Astors 66 AT&T 118-119 automobile industry 132 Avon 120-121 balance sheet, assets on 18 Balanchine, George, as example of theoretical best practice 237-238 Baldrige award 137, 168 Bankers Trust 126 Bannister, Roger 198 Barker, Joel (Paradigms) 50-51 baseball, and theoretical best practice 192-194 be-first tradition 46 The Beak of the Finch (Weiner) 23 Bell, Alexander Graham 50, 51 benchmarking 74, 163, 165 best practices (current) 3, 74 locating internal 224 with long-term horizons 181 need for continual search 168-170 searching other industries for 168-169, 172 timing of 181-182 see also future best practice; theoretical best practice bicycle 94 biotechnology jobs 208 blind spots 49-52 implications of 59-61 locating 57-59 blue-green algae 84 Boston Celtics 194 Brown, John Y. 15 Buffett, Warren 191-192 buggy whips 16 bureaucracy, redundancies in 107-108 bureaucratic stall 103-107 stall erasers 108-109 [bpstallbusters 109-113 Cadence Design Systems 211-212 capital asset pricing model (CAPM) 69-71 capital costs 69 career choice, easy path 14 cause and effect, measuring 141-142 cell phones 51 CEOs, accessibility 36-37 and customer complaints 85 and fear 116 IBM ties to 21 necessary focus of 150 response to statements of 71-72 CFOs and corporate budgeting 39 shareholder attitude measurement 155 change 151 asking permission 224-225 in assumptions 78-79 creating the right environment for 244-246 employees and 217-218 estimating in future best practice 177 human potential and 243-244 implementation 218-219 processes to be eliminated 227-228 stallbusters 226-229 and team motivation 225-226 time for 242-244 views on 56 change management, communication and 209-211 change processes 209-211 change skills 29-30 change targets 151-155 Chicago Cubs 103 chief executive officers, see CEOs chief financial officers, see CFOs Chile 73 China 73 isolation tradition of 37 Clinton, Bill 101 coaching 201 in time use measurement 146-148 Coca-Cola 18, 74-77, 79-80 Columbus, Christopher 66-67 command-and-control organization 17 committees 109, 118 communication and change management 209-211 effectiveness of 101 key elements 102 with shareholders 155-156 communications stall 93-97 stallbusters 98-102 stall erasers 97-98 Communism 73 compactness and communications 174 Compaq 145 compensation systems 104 competitiveness 97-98 competitors 57 response to action by 124 complacency vii-viii danger of 241-247 complacency stall 13 in IBM 21 computer-aided design of machinery 60-61 computer industry 20-21 computers, usefulness of 52 Concorde 201 conflict resolution 125-126 consistency, as procrastination 120-121 consultants 118, 120 copycat techniques 165-166 corporate goals 189-190 corporate growth 244-247 corporate productivity 134 costs, reducing 72-73 theoretical best practice pursuit 204-208 creativity 55-56 [mp10]customers [mp3][apexecutives and complaints from 85 feedback from 142-143 and Maslow's needs hierarchy 138 and performance measurement 138-139 potential 88 response to 122-123 satisfaction 137 trust in 43-44 [mp40]Darwin, Charles 23-24 darwins 243 da Vinci, Leonardo 2, 94-95 daydreaming 12 decision making, random acts and 68-69 defective merchandise 43-44 degree-of-physical-change units 243 delegation of work 39-40 Dell Computer Corporation 30, 143 Dell, Michael 30-31, 143 DeMille, Cecil B. 93 Digital Equipment Corporation 20-21 disbelief stall 49-52 profiles 52-55 stallbusters 56-61 stall erasers 55-56 Disney 220 distribution system 85 Doesken, Nolan 156 Drake, Edwin L. 16 dreams, overcoming obstacles 15 driving, best practices 167 Drucker, Peter 72, 132-133 DuPont 172 e-mail 100 Eastman Kodak 22, 138 easy path stall 13-14 Edison, Thomas 115 effectiveness, measuring performance to improve self 144-146 of others 146-148 eight-step process, summarized 129-130 elevator stall 154-155 embedded software 54-55 employees and change 217-218 focus of 150 happiness and customer satisfaction 152-154 impact of layoffs on 117-118 job assignments 105-106 knowledge of 219-220 negative feedback from 58 potential 88 and process improvement 236-237 suggestions from 151-152 training 99 empowering traditions 45-46 environment, for 2,000 percent solution 244-247 equity capital cost, vs. cost of debt 69-71 error checking 25-26, 144 evidence, faulty 63 evolution 23-24, 242-244 executives and customer complaints 85 interaction with employees 19 expense, of measurement process 161-162 extinction experiment 242-244 false assumptions 74-78 farming 142 fathom, the 157-158 fear 116-117 attempts to understand 119-120 feedback 99, 142-143 feudal times 142 financial measures of performance 136 financing 69-71 finches, Darwin's 23-24 first impressions 83-84 Fisher, Roger (Getting to Yes) 97 five-year-old mind 67-68 Fleming, Alexander 84 focus 179-181 as key to exponential success 4 lack of 152 of measurement process 149-162 narrowing for measurement 161-162 foot, the 157 Ford, Henry 86-87, 174 Ford, Model-A 86 forget-about-it stall 18-19 Frazee, Dr. John G. 41 Fuji Film 22 Fuller Brush Company 134-135 future best practice 3 assumptions about 166-168 estimating change in 177 exceeding 178-186 identifying 163-177 innovation and 165-166 planning beyond 185 sources of information on 174-176 stallbusters 174-177, 184-186 track record of implementing beyond 184 Gardner, Howard (The Unschooled Mind) 66-67 gatekeeper stall 19-20 Gates, Bill 143, 173-174, 190-191 gear replacement 53-54 General Motors, and outsourcing 58 Gerstner, Lou, viii 21, 122 Getting to Yes (Fisher and Ury) 97 Gillette 36, 79, 171 globalization 58 goals 246 back-to-zero 56 chance of accomplishing 180 in eliminating bureaucracy 112-113 golf 194-197 Gould, Stephen Jay (The Mismeasure of Man) 140 government monopoly 73 government spending 105 Greece (ancient) 198 Grey Poupon Mustard 232-236 Grove, Andrew 38-39, 143 Only the Paranoid Survive 38-39 Gulf War 183 Gutenberg printing press 94 habits 1-2, 9 effect of on others 27-29 awareness of 24 changing 227 effect of others' 26-27 of organization 24-26 Harvard Business School 80 Harvard, Widener Library 66 Hawthorne Effect studies 140-141 Hawthorne Works 140-141 hazards in workplace 34 hazing tradition 35-36 Heublein 232-236 hiring 220 hostile takeovers 18 hostility 97 hotel operations, improvement in 156, 157 How to use this book ix, 5-6 Hudson's Bay Company 37-38 Ibbotson Associates 70 IBM Corporation 20-22, 52, 122, 143, 191 imagination 40 limited 49-52 implementation 178-179 improvement, massive continuous 112-113 incentives 225-226 individual stall mind-set 12-16 industry, searching out others for best practices in 172 inertia tradition 37-38 inflection points 38 information overload 4 innovation 117, 165-166 Intel 38-39 Internal Revenue Service (IRS) 110 Internet 143 intranets 100, 200 IRS, see Internal Revenue Service isolation tradition 37 ivory tower 85 Japan, tradition of 96, 174 isolation of 37 job security, and bureacracy 104 [bpjust in time 112 Kahn, Tobi (drawings) xii, 8, 48, 62, 82, 92, 128, 164, 184, 216, 230, 240 Kennedy, John F. 205, 209 Kentucky Fried Chicken 15, 35-36 kerosene, as rocket fuel 207 kinetic power transfer 53-54 Kodak, Eastman 22, 138 Kuhn, Thomas (The Structure of Scientific Revolutions) 50 Lawrence, Edmund, and not-invented-here hang-up 37 layoffs, impact on employees 116-117 leader selection 222-223 leadership 222-223, 228-229 Lexus 151 listening 150 lizards and evolution 242-243 L. L. Bean 111 machinery, computer-aided design of 60-61 maintenance 89 managers, communicating with employees 96-97 marginal companies, for future-best-practice source 173 market research 75-76 Martinez, Arthur 108 Maslow, Abraham (Motivation and Personality), needs hierarchy 138 and self-actualization 221 massive continuous improvement 112-113 Masters Tournament 194-196, 197 Mayo, Elton (The Human Problems of an Industrial Civilization) 140-141 Maytag 57-61 measuring performance 131-148, 211 in best-practice search 176-177 consistency and 157-158 end results, vs. causes 135-137 expense of 162 focus of 149-162 for goal setting 135 to improve personal effectiveness 144-146 to improve effectiveness of others 146-148 narrowing focus of 161-162 need for multiple measures 131-132 and personal improvement 132-133 perspective and 156-157 relevance of 137-142 selecting a process for 149-159 Six Sigma system (Motorola) 137 stallbusters 143-148, 158-162 understanding importance of 131-143 units for 157 and visible performance posting 133-134 meetings 17, 109 messages, communicating 93-94 failure to communicate 96-97 microprocessor chips 236 Microsoft 173, 190-191 mind-set 11 and barriers to progress 30-31 and best-practice search 172 individual stall 12-16 organizational stall 16-20 misconception stall 63-68 stallbusters 74-80 The Mismeasure of Man (Gould) 140 Monday-go-to-meeting stall 17 money, borrowing 74 Monk, Jan C. 206 monopoly, state-owned 73 Moore, Gordon 38 Moore's Law 191 motivation 180 for change leaders 229 Motorola 106-107, 137 muddling through 221-222 mutation 199 Nabisco Holidngs 235 Napoleon 141-142 NASA 206, 219 National Weather Service 156 Nature 242-243 NCR (National Cash Register) 118-119 call-in process 42 necessity tradition 36 negative publicity, fear of 116 New Age Industries 53 new product development 60-61 no star to guide me stall 16 not-invented-here hang up 37 objectives, setting 203-204 office space 84-85 oil wells 16 oil rig fire 121 Old Man and the Sea, The (Hemingway), ways of reading viii-ix Olympic collision 65 one-dimensional thinking stall 15-16 one-hundred percent (100%) solution 3 Only the Paranoid Survive (Grove) 38-39 on-the-job training 223 opportunity costs 72 orange juice transport 40 order processing 110 organization, conflict resolution 124-125 mind-set development 11 stall mind-set 16-20 organization habits 24-26 outsourcing 3, 72, 182-183 by municipalities 73 packaged materials 86-87 Pagonis, William G. 108-109 Paradigms, (Barker) 50-51 paradigm shift 50 Parkinson, C. Northcote 108 Pavlov 1 pecking order tradition 35 people selection 217-229 PepsiCo 76 Pepsi-Cola 75, 80 performance measurement, see measuring performance permission, not asking for 224-225 personal productivity gains 134 perspective, and measuring performance 157 Philip II, King of Spain 170-171 planning, approaching theoretical best practice 203-215 beyond future best practice 185 and comparison of plan to past results 185-186 repetition 238-239 Pollock, Jackson 92 ponzi schemes 191 positive thinking 55-56 potential vii, 84 practice 231 priorities 179-180 problem solving 152-153 repetition in 18-19 processes breaking down into subprocesses 159-160 critical factors of 160-161 how to begin measuring 161-162 identifying most important 158-159 measurement possibilities 150 need to stop 227-228 streamlining 110-111 procrastination stall 114-127 stallbusters 121-127 stall erasers 119-121 procrastination, vs. quick action 27 Procter & Gamble 80, 126 product comparisons 76 productivity 140 corporate 133-134 personal gains 134 Profnet 168 protocol stall 19 pyramid scheme 191 quality 137 Queen Mary, in World War II 65 random acts 68-69 random sampling 110 Reagan, Ronald 101 receivables 18 Reiswig, George 144 relationships, and communication 98 repetition, frequency of 236-237 and improvement 236-237 planning 238-239 in problem solving 18-19 stallbusters 238-239 research, on best practices 168-169 retailers, customer happiness 153 reverse action 40-41 Ritz-Carlton 220 roadblocks, view of 55-56 Rodi HTI-450 55 Romans, bureaucracy 104-105 road-building skills 104-105 roofing materials manufacturer 95-96 Russian rockets 207 safety, threats to 124 Sanders, Colonel 15 Sarnoff, David 66 satellite technology, in farming 141-142 scarce resources 207-208 Sears, Richard Warren 109 Sears 42, 108-109 seasonal products, advertising 74 seatbelts 167 self-actualization 221 self-examination 29-30 self-measurement 133-134 Seltzer, Louis 13 semiconductor industry 3, 38-39, 211-212 Servicemaster Company 87-90 shareholders 155-156 shaving cream company example 171-173, 181-182, 212 Sibley, John 13 simulation 119-120 Smirnoff Vodka 234 smutty corn, as ugly duckling 84 snow 156 soft drink industry 74-80 software, embedding in machinery 54-55 Solar Box Cookers International 50 Sony Trinitron television picture tube 37 sound barrier 197-198 Soviet rockets 205-208 Soviet Union 205 Spanish Armada 170-171 Spartans 183 species, evolutionary change in 242-244 sports records 198-199 spot-checking in bureaucracy 109-112 Sputnik 205-206 stall, corporate level examples 20-22 recognizing 9 what it is 1-2 stallbusters, approaching theoretical best practice 213-214 becoming xii, 22-24 building better habits 238-239 changing traditions 44-47 creating action to replace procrastination 121-127 determining how to exceed the future best practice 174-177 identifying stalls and overcoming them 24-31 identifying theoretical best practices 199-202 implementing beyond the future best practice 184-186 improving communications 98-102 learning the importance of measurements 143-148 matching people and motivation to the tasks 226-229 overcoming blind spots 56-61 replacing misconceptions with accurate assumptions 74-80 stallbusting 1 what it is 2-3 stall erasers, corporate-level examples 20-22 delegation of work 39-40 imagination 40 inflection points 38 reverse direction 40-41 telephone solutions 41-43 trust in customers 43-44 stall mind-set 11-31 Standard & Poor 500 stock index 70 state-owned monopoly 73 statistical analysis 136 "stealth change" method of making major improvements 223 The Structure of Scientific Revolutions (Kuhn) 50 success, building on 98-101 suggestion box 151-152 suggestions, response to 120 Super Bowl 209 suppliers, ethics and morality of 88 tasks, ability to master 179 Taylor, Frederick 34 teams 219, 222 promises to members 225 results of outcome 225-226 telephone, for direct sales 143 for solutions 41-43 value of 51 Tellabs, Inc. 212-213 Ten Commandments, The 93 testing opportunities 90 theoretical best practice 3, 187-202 in baseball pitching 192-194 electronic rights example 190-191 examples of organizational 200 examples of personal 194, 199-200 and goal setting 189-190 in golf 196-197 historical perspective 198-199 new areas for 200-201 oil drilling example 190 options for reaching 204-205 on personal level 194 sound barrier, surpassing 197-198 stallbusters 199-202 staying on track 211-212 team members for 219-221 track and field examples 198-199 theoretical best practice pursuit 203-215 alternative routes 204-215 costs 204-208 decisions in 213-214 goal setting and 211 milestones 208-209 objective setting 203-204 stallbusters 213-215 Thermopylae 183 thinking, levels of 66-67 time-is-money tradition 36-37 time, tracking use of 144-146 time wasters 145 timing 61 of best practice 181-182 for change 242-244 Tinkers to Evers to Chance 103-104 Titanic 64-66 tradition stall 12-13, 33-35 stallbusters 44-47 stall erasers 38-44 traditions, establishing new 46-47 identifying 44-45 training, on-the-job 223 triage planning 179-181 trust in customers 43-44 tuning fork watch 52-53 tunnel vision 54-55 turduckqualen 235 2,000 percent solution 1, 3-4 environment for 244-246 Ugly Duckling, The 83-84 unattractiveness stall 83-85 stallbusters 87-90 stall erasers 85-87 underwater drilling 190 The Unschooled Mind (Gardner) 67-68 Ury, William (Getting to Yes) 97 USSR 73 value statements 45 Via Domitia 105 videocassette recorder 99 Waldron, Hicks 120-121 Wal-Mart 85 Warmerdam, Cornelius 198-199 washing machine competition 57-61 watches 52-53 Watson, Thomas J., Sr. 52 Weiner, Jonathan (The Beak of the Finch) 23 Western Electric 140-141 Western Union 50 White Star Line 66 Widener Library 66 Woods, Tiger 194-196, 197 workplace hazards 34 Xerox 138-139 Yeager, Chuck 197-198 you-can't-get-there-from-here stall 14-15 Quotes / Reviews || Excerpt || About Us || Speaking for You || Services || Buy the Book || Master Process || Stall 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