Over the past 15 or so years,programs to improve corporate organizational perpormane have become increasingly common.Yet they are notoriouslydifficult to carry out.Success depends on persuading hundreds or thousands of groups and individuals to change the way they work.

The directors and the CEO then met again to retell their chapters and to get feedback from one another .Eachdirector shared the amended vertion with his or her subordinates , who in tum retold the relevant part of the story to their own direct repots.

At every level, information flowed upstream as well as down . Part of the story told by the director of retail operations, for example, was the customers' desire for faster banking processes.