Customer Focused Process Innovation: Linking Strategic Intent to Everyday Execution

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Implementation of a Process-Based Approach

Every enterprise conducts business using a set of practices expressed through processes, structures, policies, and systems. Behind these practices is an equally important collection of operating practices that are unspoken and unwritten. This second set is rooted in the traditions, biases, practices, tenets, and habits that propagate throughout the human interactions inside the enterprise. And it is this set that defines an enterprise’s culture—its very personality and how discussions are conducted, how decisions are made, and how the organization mobilizes resources to chase opportunities. The widespread acceptance of these operational practices acts as a stabilizer for decision making—a common lens ...