Cover -- Contents -- Preface -- Acknowledgements -- Chapter 1 Many Hues of Operational Excellence -- Chapter 2 7 Ps of Operational Excellence -- Chapter 3 Energizing an Operational Excellence Transformation -- Chapter 4 When a Rejected Take-off Is Imminent -- Chapter 5 Power of Early Wins -- Chapter 6 How to Lose Friends and Alienate Staff -- Chapter 7 10 Laws of Process Work -- Chapter 8 Make Better Decisions by Questioning -- Chapter 9 The Bed Sheet Scandal -- Chapter 10 Taking the OPEX Flight -- Chapter 11 Alan Kurdi, Fukushima and Emotional Connection -- Chapter 12 It's Not WHAT but HOW You Say -- Chapter 13 Story of an Unsung Pioneer -- Chapter 14 Using Neuroscience to Manage Change -- Chapter 15 Pressing the Idea Button -- Chapter 16 When Good Is the Enemy of Better -- Chapter 17 It's Not about Cost Cutting -- Chapter 18 Collaboration Wins Games -- Chapter 19 Don't Serve Your CustomersDeep-fried Lizards -- Chapter 20 Judgement of Paris -- Chapter 21 Power of Past Accomplishments -- Chapter 22 Complexity Management -- Chapter 23 Taking Risks during a Downturn -- Chapter 24 What the Tenerife Air Disaster Taught Us -- Chapter 25 Managing the Third-quarter Phenomenon -- Chapter 26 Learnings from the First Space Mutiny -- Chapter 27 Understanding the Blackbox of Culture -- Chapter 28 Demystifying Robotic Process Automation -- Chapter 29 Embrace Conflict to Solidify Outcomes -- Chapter 30 Why Employees Don't Follow Processes -- Chapter 31 Perfect Your Brainstorming Techniques -- Chapter 32 Strategies for Behaviour Change -- Chapter 33 The Privacy Paradox -- Chapter 34 Nine Laws of Customers -- Chapter 35 Know the Types of Customer Data -- Chapter 36 The Power of Open Big Room -- Chapter 37 Knowing the Mechanics of Teams -- About the Author.