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Competing on Service: Eleven Ways to Beat the Competition by ‘Hugging’ Your Customers

Strategy Driven

Twelve cases are written as narratives with multiple teaching points, but without a focus on a particular business decision; the remaining twenty-three cases were written around specific conundrums related to strategy, operations, finance, marketing, leadership, culture, human resources, organizational design, business model, and growth.

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Don’t Be Tyrannized by Old Metrics

Harvard Business Review

Many business leaders are fond of the spurious Peter Drucker quote that “you can’t manage what you can’t measure.” Metrics tried and proven over years become a guide to what’s important, driving resource allocation. ” This attractive, apocryphal quote breaks down upon inspection. Who takes the hit?

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The Barriers Big Companies Face When They Try to Act Like Lean Startups

Harvard Business Review

.” And yet the lean startup methodology, born in Silicon Valley as a way for startups to tune in to customer needs with limited resources, has been gaining major momentum inside big companies like General Electric, Alaska Airlines, Telefonica, 3M, and W.L. ’ Sometimes you need to be reminded of that.”

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What Is Strategy, Again?

Harvard Business Review

If you read what Peter Drucker had to say about competition back in the late ’50s and early ‘60s, he really only talked about one thing: competition on price. When they are strong, as in the airline and hotel industries, almost no company earns an attractive return on investment. But it was far from the final word.