Unit 1. Prescriptions for a world turned upside down. Chapter 1. Facing up to the need for revolution -- Chapter 2. Using the prescriptions: the essentials of proactive management -- Unit 2. Creating total customer responsiveness. Chapter 3. Specialize/create niches/differentiate -- Chapter 4. Provide top quality, as perceived by the customer -- Chapter 5. Provide superior service/emphasize the intangibles -- Chapter 6. Achieve extraordinary responsiveness -- Chapter 7. Be an internationalist -- Chapter 8. Create uniqueness -- Chapter 9. Become obsessed with listening -- Chapter 10. Turn manufacturing into a marketing weapon -- Chapter 11. Make sales and service forces into heroes -- Chapter 12. Launch a customer revolution -- Unit 3. Pursuing fast-paced innovation. Chapter 13. Invest in applications-oriented small starts -- Chapter 14. Pursue team product/service development -- Chapter 15. Encourage pilots of everything -- Chapter 16. Practice creative swiping -- Chapter 17. Make word-of-mouth marketing systematic -- Chapter 18. Support committed champions -- Chapter 19. Model innovation/practice purposeful impatience -- Chapter 20. Support fast failures -- Chapter 21. Set quantitative innovation goals -- Chapter 22. Create a corporate capacity for innovation -- Unit 4. Achieving flexibility by empowering people. Chapter 23. Involve everyone in everything -- Chapter 24. Use self-managing teams -- Chapter 25. Listen/celebrate/recognize -- Chapter 26. Spend time lavishly on recruiting -- Chapter 27. Train and retrain -- Chapter 28. Provide incentive pay for everyone -- Chapter 29. Provide an employment guarantee -- Chapter 30. Simplify/reduce structure -- Chapter 31. Reconceive the middle manager's role -- Chapter 32. Eliminate bureaucratic rules and humiliating conditions -- Unit 5. Learning to love change: a new view of leadership at all levels. Chapter 33. Master paradox -- Chapter 34. Develop an inspiring vision -- Chapter 35. Manage by example -- Chapter 36. Practice visible management -- Chapter 37. Pay attention (more listening) -- Chapter 38. Defer to the front line -- Chapter 39. Delegate -- Chapter 40. Pursue horizontal management by bashing bureaucracy -- Chapter 41. Evaluate everyone on his or her love of change -- Chapter 42. Create a sense of urgency -- Unit 6. Building systems for a world turned upside down. Chapter 43. Measure what's important -- Chapter 44. Revamp the chief control tools -- Chapter 45. Decentralize information, authority, and strategic planning -- Chapter 46. Set conservative goals -- Chapter 47. Demand total integrity.