5   Management InnovationThe Global Delivery Model

INNOVATIONS THAT MAKE evident changes in people’s daily lives are obvious to end consumers. Management innovations—the implementation of new management practices, processes, or structures that significantly alter how work is performed—instead are neither evident nor obvious. Instead, they are typically invisible to end customers. Few of these innovations have the spotlight cast upon them unless their champions are enthused enough to write widely about them. Julian Birkinshaw and Gary Hamel, our colleagues at London Business School, have pointed out some of these management innovations: the development of the modern corporate R&D lab and widespread application of Six Sigma quality assurance practices ...

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