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Excerpts

Foreword by Tom Peters
Preface
Acknowledgments
PART 1
INTELLECT AND SERVICES: RESTRUCTURING ECONOMIES AND STRATEGY
1. Services Restructure the Economy
2. Focusing Strategy on Core Intellectual and Service Competencies
Vignette 1: Nike, Inc.
Vignette 2: Apple Computer Company
3. Leveraging Knowledge and Service Based Strategies Through Outsourcing
PART 2
KNOWLEDGE BASED SERVICES REVOLUTIONIZE ORGANIZATIONAL STRATEGIES
4. Revolutionizing Organizational Strategies
Vignette 1: Federal Express Corporation
Vignette 2: American Express Company
Vignette 3: General Mills Restaurant Group
5. Service Based Disaggregation with Strategic Focus
6. Exploiting the Manufacturing -- Services Interface
PART 3
MANAGING THE KNOWLEDGE BASED SERVICE ENTERPRISE
7. The Intelligent Enterprise: A New Paradigm
8. Managing Knowledge Based and Professional Intellect
Vignette 1: Intel Corporation
Vignette 2: AT&T-Bell Laboratories
Vignette 3: Sony Corporation
9. Managing the Innovative Organization
PART 4
MANAGING THE INTELLIGENT ENTERPRISE
10. Managing Intellect in Mass Services:
A Customer Based Quality Focus
11. Managing for Service Productivity
12. Managing the "Intelligent Enterprise"
13. A New Economic and Management Paradigm
Notes
List of Tables and Figures
Index