Superior Customer Value, 3rd Edition

Chapter 3Process Management—Best Practices

Our business is about technology, yes. But it’s also about operations and customer relationships.

Michael Dell

Corporations will be defined not so much by their industry or products, but by the nature of their processes.

Ralph P. Mroz

As Chapter 2 explained, practicing a market orientation is fundamental to creating sustainable customer value. Exceeding customer expectations, knowing the competition—their strengths, weaknesses, and strategies—and encouraging cross-functional sharing and decision making ...