Purpose: The author explains how an obsession with delivering customer value at Amazon is enabled and driven by customer-driven metrics. Design/methodology/approach: The article describes how at Amazon, metrics are established in advance of every activity and specify what actions are expected...

Purpose: The article warns that genuine business agility is not easily achieved despite the many consultants offering their services as specialists. It lays out the elements of the best practice approach – the methodology of Agile management. Design/methodology/approach: Using Toyota as an...

Purpose: A report on a management conference with a notable history of showcasing world leading firms—the Global Peter Drucker Forum—which met in the Imperial Palace in Vienna Austria for its eleventh annual get-together, this time on the overall theme of “the power of ecosystems.”...

Purpose: The author posits that the management model of an organization determines what kind of business models can be pursued within that organization and that successful 21st century management models are very different from those that succeeded in the 20th century....

Purpose: The author offers The Principles, Processes, Practices (PPP) Worksheet, an analytic tool that can help firms diagnose their current status in relation to the transformation from 20th Century to 21st Century management. Design/methodology/approach: The author posits that there are...

Purpose: To implement a customer-centric vision in the digital era requires leadership that champions principles, processes and practices that promote customer value and corporate agility. Design/methodology/approach: In the digital age organization the CEO’s job description, and those of all...

Purpose: What is required to deliver innovation that meets evolving customer needs is a process of learning from the future. Design/methodology/approach: The major financial gains in the digital economy usually flow from generating innovations that create entirely new markets by turning...

Purpose: The transition from shareholder value primacy to customer-centricity is a multi-dimensional challenge for leaders. Design/methodology/approach: Five books that provide guidance.by insiders are suggested. Findings: Nadella confronted culture on day one and announced that from then on,...

Purpose: Despite today’s profusion of customer-centric rhetoric, most business people still believe that the primary purpose of business is profits. But the most resilient and sustainably successful firms consistently select one primary purpose: enrich the lives of their customers. 10;...

Purpose: The article reports on anti-hierarchical approaches to managing work outside the U.S. and independent of software development as evidenced in presentations at the November Drucker Forum by the French group, Vinci and the Chinese group, Haier. Design/methodology/approach: The article...