Customer Focused Process Innovation: Linking Strategic Intent to Everyday Execution

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Innovation via a Process-Based Approach

In prior chapters we examined the historical challenge of keeping pace in an ever-changing world and learned that innovation is the key to the success and indeed the continuance of any enterprise. We studied the four facets of an innovative enterprise—customer focus, strategic planning, operational improvement, and initiative management—and how they are integral to overcoming market and customer shifts. We examined how making fundamental strategic or operational adjustments requires analyzing and reinventing work activities at the process level. In other words, intentionally adjusting a product or service requires altering the routine steps performed by workers. And so that the adjustments are not blind ...