It's very much a sensitivity model; you don't know what your business looks like a month out. If it rains tomorrow, or it rains for the next week, then you're missing your entire month or quarter. It's a thin business as far as margins are concerned.

164

It was one of those things where, if the IT department isn't asking the right questions, then the business side is probably not providing the right answers. Then you've got to back step and redesign things.

152

It's not just one project; the technology will only give you 20% of the ROI. Process changes will give you 50% of the ROI, and the last 30% of that ROI equation is the people -- that's your change-management piece.

104