Inside Knowledge: Rediscovering the Source of Performance Improvement offers seven principles using pragmatic inside knowledge to improve performance. Its fictional tale reveals a much troubled sales strategy in Grand Bay Company. The drama unfolds as a new, high-tech, sales support system falters – causing panic throughout the firm. At the same time, Dana Gilbert, on operations employee, unexpectedly discovers how to access pragmatic knowledge to address the crisis. By using this knowledge she help Grand Bay begin to transform itself toward becoming a more pragmatic and knowledge based enterprise.