ABSTRACT
Chapter 1 entertained the concept that although there would be no distinct end, we were departing on a journey. The first two-thirds of the material guided you through the beginning of the journey and how this point in the journey was reached. We looked at the tools that you have at your disposal to guide you along the journey; finally, we engaged in some bestpractice efforts, reviewing how organizations have already embarked on the journey that you are beginning. These organizations had some astounding results that verify we are talking about a real viable way to improve your organization.
