Process-based thinking commonly focuses on enhancing the efficiency of processes, while it is often criticized for not paying enough attention to the customer. This paper argues that customer complaint information can be used as a basis for customer-focused process improvement. Thus, it is not...

This Element discusses the concept and applications of strategy tools. Strategy tools are frameworks, techniques, and methods that help individuals and organizations to create their strategies. After a brief overview of different ideas on strategy and strategic thinking, we move on to define and...

Crises reveal challenges embedded in contemporary rigid business models especially vividly. However, the change in consumer behavior is perpetual even in stable conditions. For example, demand for accountability of products and services is constantly increasing.Efficiently meeting the evolving...