Acknowledgements.

The Author.

Introduction.

Part One: Getting Started.

1. All Problems are Local: Understanding the Situation.

2. What's the Point? Agreeing on the Objective.

3. People Have to be Interested: Building Relationships.

Using the Tools.

Part Two: Planning the Project.

4. Size Matters: Determining The Scope.

5. Less is More: Constructing Hypotheses.

6. How, When, and Who? Planning the Effort.

7. People Have to be a Part of It: Nurturing Commitment.

Using the Tools.

Part Three; Designing the Solution.

8. Not Just the Facts: Building the Logic.

9. If You Can't Choose, You Lose: Designing the Solution.

10. Who's Going to Do It? Driving Execution.

Using the Tools.

Conclusion.

Appendix A: Mapping Processes.

Appendix B: Interviewing to Collect Data.

Notes.

Index.

How to Use the CD-ROM.