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| Chapter 15 |
Delivering Products and Services They Really Want
Many business professionals tend to consider that delivering value to customers merely involves issues of products and services—P5, in the context of the World Class Excellence Model (see figure 4-1). World-class companies make the extra effort to clearly distinguish products from people, place, and processes. Though it's not easy to place any multifaceted experience in simple, separate buckets, thinking critically can open up opportunities that can give you a competitive edge.
Leading businesses see all the variables in what they offer. Although the focal point of any purchase ...
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