That giant of customer service, the late Sam Walton, advised other managements to 'break all the rules.' That was the tenth and last of the…
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Everybody makes mistakes. But the biggest mistake of all is failure to learn from error. The lessons of misjudgements, miscalculations and mismanagement teach more than…
You don't change for its own sake – you change to realise the strategic vision. What must the firm excel at? What does that mean…
What does Mercedes-Benz have in common with H.J. Heinz and Coca-Cola? The obvious response is an enormously strong brand. But the more significant issue is…
Quality is a word from which few managers can hope to escape for long these days. That's not quality meaning 'goodness, beauty, luxury, brightness or…
The concept of the all-powerful customer is nothing new; Peter Drucker wrote long ago that 'there is only one valid definition of business purpose –…
This is how NOT to buy a business… Have a strategic grand design and make it a ‘must’ – by definition that excludes all other…
Business history is littered with the corpses of companies that were hailed and deeply admired, not just by ephemeral stock markets and their acolytes, but…