Customer Focused Process Innovation: Linking Strategic Intent to Everyday Execution

Preface

One of the great perks of a consulting career is the opportunity to work as a pseudo corporate tourist, examining the innards of dozens of companies and observing firsthand their operational practices and unique manner of conducting business. At each stop along the way, I watched and learned—discovering the attributes that characterized each enterprise and evaluating their influence on the enterprise’s ability to achieve success. In every case, I discovered that there were always things the company did well . . . and there was usually ample opportunity for improvement. My experience hopping from client to client expanded my awareness of enterprise operations, cultures, processes, customer connections, resource management, and other business ...