Across the realms of civic and private enterprise alike, bureaucracies vitally impact our security, freedoms, and everyday life. With so much at stake, competence, efficiency, and effective service are essential; yet Americans know these institutions are often anything but, and many despair that they are too big and too hard to reform. Robert Gates disagrees. Having led change successfully at three monumental organizations, the CIA, Texas A&M University, and the Department of Defense, he argues that smart, committed leadership can effect real improvement regardless of scale.