Maximising the 'benefits per dollar' to customers: A new organisational focus

Abstract

Organisations which engage in 'customer focus', continuous improvement and reengineering programs are attempting change initiatives which are not nearly deep enough to position them for the future. In the future organisational success will be based on focusing all strategies, decisions, collective energy and activity on maximising customers' benefit per dollar (BPD). In any industry, companies which achieve success in this regard will dominate traditional, continuously improving rivals. BPD-focused companies will have much more effective strategic decision processes than traditional companies and have truly prioritised the influence of activities which directly add value and influence BPD su..