If you were a manager at Cemex, what changes would you implement to help the organisation thrive in the face of constant chaos? What advice would you give managers concerning their management approach and the kind of company they might create? Cementos Mexicanos (Cemex), based in Monterrey, Mexico, has been making and delivering concrete for over a century. The company specialises in delivering concrete in developing areas of the world, places where anything can, and usually does, go wrong. Even in Monterrey, for example, Cemex copes with unpredictable weather and traffic conditions, spontaneous labour disruptions, building permit chaos, and arbitrary government inspections of construction sites. In addition, more than half of all orders are changed or cancelled by customers, usually at the last minute. Considering that a load of concrete is never more than 90 minutes from spoiling, these chaotic conditions mean high costs, complex scheduling, and frustration for employees, managers, and customers. As competition in the industry increased, Cemex managers began looking for ways to stand out from the crowd