Contents 1 Overview 2 Reasons for failure 2.1 Overconfidence and complacency 2.1.1 Natural tendency 2.1.2 The illusion of control 2.1.3 Anchoring 2.1.4 Competitor neglect 2.1.5 Organisational pressure 2.1.6 Machiavelli factor 2.2 Dogma, ritual and specialisation 2.2.1 Frames become blinders 2.2.2 Processes become routines 2.2.3 Resources become millstones 2.2.4 Relationships become shackles 2.2.5 Values becomes dogmas 3 The paradox of information systems 3.1 The irrationality of rationality 3.2 How computers can be destructive 3.3 Recommendations for practice 4 Case studies 4.1 Fresh & Easy 4.2 Firestone Tire and Rubber Company 4.3 Laura Ashley 4.4 Xerox 5 See also 6 References