Ch. 1. Why do I feel so lousy? -- ch. 2. The humpty dumpty bar and grill -- ch. 3. Rachel and gwendolyn -- ch. 4. My uncle's funeral -- ch. 5. Andy Saito -- ch. 6. The usual suspects -- ch. 7. What's happening behind the curtain -- ch. 8. Developing our strategy -- ch. 9. How will we change their thinking -- ch. 10. Value and waste -- ch. 11. Moment of truth -- ch. 12. Visual management and 5S -- ch. 13. Standardized work -- ch. 14. Quality in the process -- ch. 15. Flow : part 1 -- ch. 16. Flow : part 2 -- ch. 17. Total involvement and kaizen -- ch. 18. The four rules -- ch. 19. Practical problem solving -- ch. 20. Year end review