1. 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

2. 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