The importance of design as a management tool was driven home to me when I read about some airports in former Soviet Union. These airports had folding chairs in their waiting area; they were arranged neatly in rows. Typically, what happened was that passengers moved these chairs to form clusters to accommodate friends? The armless chairs were found to be useful as beds for sleepy children or handy surfaces for dinning and playing cards. Children rearranged chairs to build interesting play structures. One can just picture the commotion, the noise and the disorder in the airport and consequently the dismayed and harassed airport staff. The airport authorities took action, they put up signs asking passengers not to move the chairs, stern announcements were made to put the chairs back in place and security personnel on patrol occasionally enforced these policies. But the pandemonium continued. One explanation that one could easily jump to is that passengers should be more civic conscious, one should discipline passengers to behave. But one look at the design of a typical modern airport will tell us why the answer is in another direction. Seats in a modern airport are designed so that they cannot be moved. They are arranged so that one can have a conversation only with those in the immediate vicinity. Fixed armrests between seats prevent people from lying down. There is now no more need for announcements, signs and security staff to make passengers behave. By the invisible hand of design all the pandemonium has vanished. Richard T. Pascale the author of the book “Surfing the Edge of Chaos” says that “ The remarkable quality of design is that it seems to just happen; it works its magic without our awareness of how it does so.”