Table of Contents

Part 1 Winning and losing: the market clobbers IBM; moving towards a precipice; the paradox of success. Part 2 IBM's mega-strategy: a single face to the customer; the loyalty system. Part 3 A company in crisis: hitting the wall; paradigm paralysis. Part 4 Who was at fault?: management's responsibility; IBM as a victim of the pundits. Part 5 Prospects for change: trying to transform IBM's corporate culture; the future of IBM; lessons for the large corporation.