The decision process : five key steps -- The context for success : setting the stage -- The framing challenge : what is the real problem? -- Alternatives : the source of superior solutions -- Evaluate the alternatives : finding the value of each option -- Make the decision : getting to agreement -- The uncertainty problem : how to deal with unknowns -- Human foibles : how to counter tendencies that can ambush your decision -- Organizational traps : the madness - and the wisdom - of crowds -- Toward a smarter organization : getting better at making decisions -- App. A : Useful implementation tools -- App. B : Financial tools for evaluating alternatives.