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| Title | |
0. Preface | |
| Title Page | |
| Copyright | |
| Introduction | |
| Cast of Characters | |
1. Mission and Vision | |
2. Managing People -- How to Begin | |
3. Strategy | |
4. Managing People II | |
6. Service | |
7. Leadership and Values | |
8. Financial Management | |
9. Project Management | |
10. Measurement | |
11. Process and Operations Management | |
12. Service II | |
14. Communication | |
15. Culture | |
16. Decision-making | |
17. Crisis | |
18. Change Management | |
19. Innovation | |
20. Design | |
21. Training | |
22. Legacy | |
99. Conclusion | |
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