Chapter One

The Crisis That
Will Not Go Away

Not a company in the country exists whose management doesn't say, at least for public consumption, that it wants an organization flexible enough to adjust quickly to changing market conditions, lean enough to beat any competitor's price, innovative enough to keep its products and services technologically fresh, and dedicated enough to deliver maximum quality and customer service.

So, if managements want companies that are lean, nimble, flexible, responsive, competitive, innovative, efficient, customerfocused, and profitable, why are so many American companies bloated, clumsy, rigid, sluggish, noncompetitive, uncreative, inefficient, disdainful of customer needs, and losing money? The answers lie in how these companies do their work and why they do it that way. A f ... read full excerpt from Reengineering the Corporation ebook

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