Prologue
Acknowledgements
Section I : Understanding Excellence
Chapter 1 : General Understanding of Excellence
Chapter 2 : What is the Delusion in Organisational Excellence?
Chapter 3 : Why There is Delusion?
Chapter 4 : Problems Arising Due to Deluded Excellence
Section II : Identifying Delusion in Excellence : Learning to See all That is Visible but Blind
Chapter 5 : Incomplete Way of Judging Excellence
Chapter 6 : Learning to See What are "Visible But Blind" Symptoms of Deluded Excellence Organisation
Chapter 7 : Common Symptoms from the Customer Perspective
Chapter 8 : Common Symptoms form an Employee or a Service Provider Perspective
Chapter 9 : Common Symptoms from an Organisation's Perspective
Section III : Chronic Diseases : Obstructions to the Path of True Excellence
Chapter 10 : Uncovering the Unknown
Chapter 11 : Ineffectiveness
Chapter 12 : Non-Value Adding Versus Effectiveness
Chapter 13 : Return on Investment Criteria for Driving Improvements
Chapter 14 : Continuous Improvement Done with Unclear Purpose
Chapter 15 : Excellence Caught up in Bureaucracy of Lean/Six Sigma/TPM
Chapter 16 : "CEO Syndrome" Coupled with "Manager's Cost Thinking"
Chapter 17 : Efficiency : Most Commonly Misunderstood and Applied
Chapter 18 : "Fix-It" Approach
Chapter 19 : "Convenience of Averages" : Data Incorrectly Representing the Reality
Chapter 20 : Achieving True Excellence
Annexure 1 : Blowing Myths about Excellence
Annexure 2 : Achieving True Excellence
Epilogue
