Cover -- Half Title -- Title Page -- Copyright Page -- Table of Contents -- Preface -- Author -- Chapter 1: Affordability: It's not what we always thought it was! -- Chapter 2: Customers: Who really comes first? -- Customer focus -- Customer and value realization -- Voice of the customer -- VOC benefits -- VOC: How to ... execute the process -- The house of quality -- Brief: What is the HOQ? -- HOQ definition description -- Quality function deployment -- What is QFD? -- Failure modes effect analysis -- FMEA: The basics -- Finding failure modes -- Criteria for analysis -- Setting priorities -- Making corrective actions -- Customer and cost -- Value analysis/value engineering -- Customer as partner -- Reference -- Chapter 3: Value and cost: The role of purpose and worth in affordability -- Chapter 4: Faster: Ease and speed -- Demand responsiveness -- Accessibility -- Shorter lead times -- Improved flow -- Efficient fulfillment -- Elimination of waste -- Case examples: MRAP vehicles -- MRAP background and purpose -- Chapter 5: Better: Quality and capability -- Customer quality case example: NCR-retail product total quality -- Service quality case example: Anixter-Lucent, supplier-customer relationship -- Chapter 6: Leadership: By any other name is not management -- Background of affordability leadership -- "Lead from behind"? -- Leadership versus management -- Leaders: Are they born or made? -- History and experience -- Characteristics and attributes -- Training and development -- Shared values -- Strategy -- SWOT analysis -- PESTLED analysis -- Strategic plan design -- Systems -- Structure -- Chapter 7: Change and transformation -- Change defined -- Transformation defined -- Case example: SASI technical help desk -- Case example: AT & T/NCR Retail Systems Division -- Chapter 8: Creativity and innovation: From fragments of thought to prosperity -- Ideas