Purpose – The author believes that business leaders and writers are increasingly exploring a fundamental rethinking of the basic tenets of management. This paper aims to address this issue. Design/methodology/approach – The paper analyzes five shifts: the firm's goal (a shift from...

Purpose – This paper aims to show how pioneering organizations can reinvent management practice by simultaneously implementing five fundamental shifts aimed at achieving continuous innovation and disciplined execution. Design/methodology/approach – The paper looks at five transformations...

Purpose – Too often top management focuses primarily on inputs and outputs of the firm, but has little daily information about whether customers are being frustrated, satisfied or delighted. However, one of the most critical pieces of information about the future health of an organization...