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 : and how to deal with it.- Human foibles : waiting to ambush your decision.- Organizational traps : the madness and the wisdom of crowds.- Toward a smarter organization : getting better at making decisions