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| Acknowledgments | |
| The Challenge | p. 1 |
| Introduction | p. 3 |
| Why Change? The Breakdown of Mass Production | p. 14 |
| The Alternatives | p. 27 |
| Alternative Models of Production | p. 29 |
| A Comparison of the Models | p. 43 |
| Alternative Strategies in the United States | p. 55 |
| The Extent of the Change: Evidence from Surveys, 1982-93 | p. 57 |
| Experiments with Workplace Innovation: Evidence from Case Studies, 1970-92 | p. 69 |
| Organizational Change in Services | p. 98 |
| The Solutions | p. 121 |
| American Models of High Performance | p. 123 |
| Obstacles to Change | p. 146 |
| Policies to Promote High-Performance Systems | p. 161 |
| Appendix A. Incidence of Organizational Change among U.S. Firms: Evidence from Surveys | p. 171 |
| Appendix B. Summary of Case Studies, 1970-92 | p. 191 |
| Notes | p. 249 |
| Glossary | p. 257 |
| References | p. 261 |
| Index | p. 279 |
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