Chapter 4. Transform Everyday Work
American retailers call the day after Thanksgiving “Black Friday.” The term harks back to times when most retailers moved on this day from red ink (losses) to black ink (profits) for the year. In our more sophisticated times, sales in the post-Thanksgiving period determine the quality of a company’s financial health.
At 8 a.m. on Black Friday 2004, Wal-Mart President Michael Duke, visiting an Atlanta store, realized that it was not as busy as he expected.[1] To understand the situation better, he visited local competitors. His observations, together with information he began receiving from around the country, convinced him that without quick action, Wal-Mart’s holiday sales would be anemic. By afternoon, local ...
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