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Trust and Cooperation: The Payoff from a Great Place to Work

When Robert McDermott took over as CEO of USAA, he inherited an underperforming auto and casualty insurer that satisfied none of its major stakeholders - customers, owners, or employees. Service was often shoddy, and the turnover rate among its largely female clerical staff was nearly 50 percent a...

An Eye on Disclosure: The EC's Eco-Management and

"... Whereas the provision of information to the public, by companies, on the environmental aspects of their activities is an essential element of good environmental management and a response to the growing interest of the public in information on this subject..."Official Journal of the European...

Integrated Design and Manufacturing in Japan

In 1991 I spent four months in Japan visiting companies to study how they use computers in the design of their products. My goals were to determine the outlines of the product development process; to find out what computer tools are in use and where they come from; to learn how the needs of...

The Role of Government in Fostering Innovation

The powerful role traditionally played by governments in fostering private-sector innovation is now expanding, and savvy companies are taking full advantage of a wide range of governmental support, both traditional and new.

Viewpoint Multimedia Technology: Social Issues and

Within the next decade, many of us will be able to turn on our digital television sets and receive programming that is tailored to our individual interests - as well as interactive access to worldwide databases and communications. Maintenance technicians will be able to rotate a picture of a...

High Performance in Product Development: An Agenda for

By now it is commonly recognized that creating a High Performance Business requires the commitment and active leadership of senior management. Part of that leadership consists of achieving concerted thrust, balance, and integration of the organisation's resources so that they align with its key...

Creating a High Performance Service Organisation: A Case

In recent years, quality management techniques have once again captured the imagination of management in industries around the globe. However, while the techniques have a ready and obvious use in work process redesign, their application to organisational change is less obvious. A recent Arthur D....

High Performance in Truck Manufacturing: The TELCO Story

The story of how an Indian truck manufacturer outperformed four Japanese firms is a good example of the principles of the High Performance Business in action. This school of thought, recently developed at Arthur D. Little, holds that the most successful businesses manage to satisfy customers,...

The Lean Difference: Building a High Performance Enterprise

In 1979 I set out with a number of colleagues at MIT to understand why the best Japanese firms seemed to be so much better at making things. At the time, the favored theories were low factor costs ("they've got an undervalued currency and low wages"), Japan, Inc. ("they cheat"), and culture ("they...

Environmental Performance and Business Strategy

Across North America and Europe, companies in a variety of businesses are beginning to use environmental performance to achieve competitive advantage, integrating the management of environmental, health, and safety issues into their operations, business processes, and corporate strategies. In this...