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Contents:
Foreword: R. Gopalakrishnan (Director, Tata Sons Ltd.) xv
Preface xix
Part I: The Promise 1
1. The Upbeat Promises 3
2. Gearing Up to Deliver 22
3. Getting Employees Emotionally Engaged 49
Part II: The Performance 91
Preamble to Part II 93
4. The Death of Common Sense 97
5. The Merry-Go-Round 107
6. Sheer Indifference 114
Part III: The Cultural Schizophrenia 119
Preamble to Part III 121
7. The Genesis of Cultural Schizophrenia 123
8. The Force of ‘Numbers’ 127
9. The Policy Paradox 145
10. Complaints about Complaint Management 159
11. Communication Disconnect 179
12. Outsource Task, Not Responsibility! 191
13. Knowledge and Training 201
14. The Defining Gap: Performance 209
15. The People Factor 227
16. Culture of Discipline 241
17. The Postscript to Part III 259
Part IV: Back to Basics 297
Preamble to Part IV 299
18. Afterthought 303