Chapter 1

1Blurb Buddies, Fast Company, December 1998, 54.

2Robert G. Eccles and Nitin Nohria, Beyond the Hype (Boston: Harvard Business School Press, 1992).

3Mark Zbaracki, “The Rhetoric and Reality of Total Quality Management,” Administrative Science Quarterly 43 (1998): 602–636.

4Blurb Buddies, 54.

5“Electra: An Electrical Utility Not Ready for Deregulation” (unpublished paper, June 1998).

6Morgan W. McCall Jr., Michael M. Lombardo, and Ann M. Morrison, The Lessons of Experience (Lexington, MA: Lexington Books, 1988), 19.


8See, for instance, Jeffrey Pfeffer, The Human Equation: Building Profits by Putting People First (Boston: Harvard Business School Press, 1998); Department of Labor, Office of the American Workplace, ...

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