Twelve Keys to Sustainable Company Success

Part 2. Operations

The operations part of this book is made up of five chapters:

• Customer Value. Creating a Competitive Advantage
• Continuous Improvement. Achieving Superior Quality and Productivity
• Innovation. Continuously Creating the Future
• Measurement. Using Measures to Get Desired Results
• Profitability. A New Discipline for Cost and Income Management

It is appropriate that our chapters on operations inside the organization start with the external customer. The customers’ identified needs should drive everything that is done in the organization. Successful companies satisfy and delight their customers. All resources focus on the customer.

Continuous improvement thrives off an empowerment culture. Improvement happens even when the boss is ...