PREFACE

 

Remarkably, the return on assets for U.S. firms has steadily fallen to almost one quarter of 1965 levels...very few [workers] (20 percent) are passionate about their jobs...executive turnover is increasing. Consumers are becoming less loyal to brands...the rate at which big companies lose their leadership positions is increasing.

 
 --Deloitte Center for the Edge[1]

Total Attorneys is a rapidly growing Chicago-based company that provides services and software to small law firms. As a start-up in 2002, it was highly energized: work was done on the fly, new products were developed, new markets opened, and new customers were identified. But as the firm grew, so did bureaucracy. Departments were formed, processes and structures were put in place, ...

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