INDEX

Accountability of directors, 141

Advertising, 104

e-mail and direct mail, 106

print and electronic, 104

Agile development, 55–56

Agreements, 204–205

Aldrin, Edwin E., 61–62

Amazon.com, 8

American Society of Safety Engineers (ASSE) standards, 221

American United Mortgage Company, 213–214

Apollo 11 mission, 61–62

Armstrong, Neil A., 61–62

Assessment questions:

for customer satisfaction, 69–72

for financial infrastructure, 197–200

for information management infrastructure, 96–98

for institutionalized processes, 228–229

for legal infrastructure, 215–217

for organizational infrastructure, 143–144

for personnel infrastructure, 171–174

for production infrastructure, 83–84

response method for, 31

for sales and marketing infrastructure, 119–121

scoring, 13–14

as tools to guide assessment team, 23