The deliverable of modern businesses is to create and deliver differentiated value for customers. This happens on the key interface that is employees/customers. Ideas express themselves and are produced through and by employees. These same employees who create the value within the interfaces. The role of the management should then be to encourage and enable employees to create this differentiated value.
The book is a great read. In it written in a flowing style and parts of it can be immediately applied. If Vineet Nayar could so succesfully turn HCL Technologies in India's number 1 IT company over five years with a work force which grew from 35000 to 60000 then any small company with a work force of 25 to 30 could do in 12 months. Albert
albertVniekerk 1 year ago