Check out this video on Carphone Warehouse's success with process.
0 Comments
An outside-in perspective means that companies aim to creatively deliver something of value to customers, rather than focus simply on products and sales. According to a new book by Harvard Business School's Ranjay Gulati, it is customer-centric firms—those with a so-called outside-in perspective—that are most resilient during turbulent markets.
See http://bit.ly/c3xMZ0 Here is an excellent article on the evolution of Business Process Excellence. It starts with the early days of Total Quality Management, Business Process Improvement, Six Sigma, Lean, BPM and concludes with an explanation of Customer Expectation Management; an emergent management and business approach with the powerful idea of defining your business, not in terms of the goods and services you provide, but in terms of "customer expectations."
See http://bit.ly/RAYOp |