Fit for the future

Seddon, John
December 2007
Management Services;Winter2007, Vol. 51 Issue 4, p14
Academic Journal
The article explores issues and concepts of customer demand to learn about what is happening between a business and its customers and improve the performance of a business organization as a whole. The concept of capability is equivalent to prediction. The simplest way to think about capability or predictability is in terms of demand and response. One method for establishing predictability is determining customer demands and sorting them in two types: value demand and failure demand. A second method is to take measures over time. In establishing the predictability of response, it is important to bear in mind the customer's view of the organisation.


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