Noel Capon

In Search of Excellence Ten Years Later: Strategy and Organization Do Matter

Coauthor(s): John Farley, James Hulbert, D. Lei.

Abstract:
Customer orientation is a fine ideal. Making it a reality is difficult for many organizations. Provides a framework to guide management through the process of building a customer-driven philosophy. It is hoped that by means of such a framework it will be possible to evaluate an organization's customer orientation profile, and to provide the basis for a comparison of interorganizational approaches.

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