Through illustrative examples from organizations including AT & T, GTE, Ford, and Motorola, the authors show how their Process Management approach can: forge a stronger link between strategy and process redesign; install a top-to-bottom measurement system that provides a foundat…
Product Innovation Toolbox: A Field Guide to Consumer Understanding and Research brings together key thought-leaders and seasoned consumer researchers from corporate R & D, academia and marketing research companies to share their experiences, cutting edge consumer research tools…
The authors list the five factors that most directly influence customer perceptions: the operational essence of the enterprise, the nature of its offerings, the effects of the organization's heritage, its sense of purpose and its demonstrable body of values.
