Description: Introduction Let's set the decor!, Confidence crisis, Middle Age or Mad Max?, The American model, Many words for a single disease, Germany: in its own way, Asia: the dragons' frailty, Switzerland too!, Why organizations? Part I - The Problem 1 The Organization, Concreteness, Complexity Organization is not structure, The public transportation system in France, The paradox of the executive, The fear of social issues 2 The Customer's Victory From a scarce product to a scarce customer, The hazards of segmentation, How not to listen, The case of the British catering company, Getting out of the beaten tracks, Human resources management as a necessary counterpart to the customer's victory 3 What is a Bureaucracy? The story of an evolution, Taylor, or the sole rationality, The professor, his cards and the bureaucracy, The airline industry, The automobile industry, Hell is everybody else!, Integration and cost cutting, The hospital: less spending, more co-operation 4 A Requiem for Bureaucracy Task segmentation, The better a teacher you are, the less you teach, The client held as hostage, The end of monopolies, Co-ordination and co-operation Part II - The Process 5 On the Difficulty of Change and the Difficulty of Managing It One does change a winning team!, Dangerous illusions, Changing structures, Vision and leadership 6 The Frame of Reference The dilemma of the shampoo girl, How to identify the relevant actors, "Listening," a critical and hazardous exercise, The leverages for change 7 Listening to Bureaucrats and Changing Bureaucracy A strategic "listening," The European bank of development: a twilight case, Verbatim, Breaking the vicious circle, Seven key points to be remembered Conclusion - Toward New Organizations? References Index

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