TOOLS THAT MAKE BUSINESS BETTER AND BETTER “The capability that most needs to be improved is the capability to improve capability.” Three kinds of activities in companies: “A” activities: directly relevant to what is sold “B” activities: things to improve the “A” work “C” activities: things to improve the “B” work, to get better at getting better

TOOLS THAT MAKE BUSINESS BETTER AND BETTER Examples of “C” activities: Increasing effectiveness with which knowledge is transferred from one part of org to another Getting better at scanning competitive environment IT tools: Intranets, groupware, data warehouses Most important – cross-functional “improvement communities” charged with improving improvement