PREFACE vi
ACKNOWLEDGEMENTS ix
Chapter 1 What Every CEO Wants 1
Chapter 2 Your Promise to the Customer 19
Chapter 3 Delivering Today’s Promise Better and Better Every Day 39
Chapter 4 Driving the Market by Relentlessly Improving the Promise 67
Chapter 5 Innovating Beyond the Familiar 93
Chapter 6 Opening Up: What Leaders Must Do 119
POSTSCRIPT 145
END NOTES 151
INDEX 167
ABOUT THE AUTHORS 174