It's all about people and, of course, it's all about leadership.
The highest form of efficiency is the spontaneous cooperation of a free people. So that, mistakes are not made on purpose and we are trying to learn something from each one we make so as to avoid making the same mistake twice. Unless we do learn this lesson, our customers will buy elsewhere.
Emiliani provides a first-hand account of transforming an organization through implementation of lean. The book is loaded with lessons-learned and how-to information.
It is a good book, but I didn't really get a whole lot out of it.