Success in improving performance requires the right mix of focus on people, process, and technology. This book emphasizes the central role of people in this respect. The book reminds us that this idea is not new - but it's an important one that merits reinforcement. There are some other ideas in this book that are also not new, yet are seldom practiced. These include; viewing the business from the "outside-in" or the customer's point of view, remembering that the single most important objective of process improvement and management is to improve organizational performance, and that the central role of technology is to enable operational performance.