When management practices go wrong for customers

Published in: 
Quartz

Author: 
Steve MacIntyre, Haley & Aldrich Senior Vice President and Lean Integration Leader

Synopsis:
Often management practices that are meant to maximize customer value using fewer resources (also known as lean practices) backfire because they are only looking at value from their own perspective, which might not benefit clients.

Companies are more successful when they foster a culture that first considers value to those they serve first, not just value to the company. How do organizations do that? Through purpose, people and process.


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