Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way

Driving Process and Technological Change

A longstanding management principle suggests that if you take good people and subject them to bad processes, the processes will win every time. However, senior leaders at Mercedes-Benz USA challenge that belief. In fact, Steve Cannon and his team emphasize the importance of inspiring people to drive necessary process changes. MBUSA’s leadership approach hinges on the idea that good people should and will modify business systems that are out of step with the company’s ultimate transformational objective (in ...