Summary:
The book provides a framework for aligning a company's strategic goals with its operational processes to foster innovation and improve customer satisfaction. It offers practical guidance on how to implement process changes that enhance value creation and ensure that daily activities are in sync with the company's overarching objectives.
Key points:
1. Customer-Centric Innovation: Focus on designing business processes that start with the customer experience and work backward, ensuring each step adds value and improves satisfaction.
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