CHAPTER 
Operations strategy: the strategic role of operations
INTRODUCTION
Case study
Peters and Waterman's popular management book In Search of Excellence (1982) portrayed IBM as not only meeting but also surpassing all eight of their attributes of excellent companies. As Peters admitted in 1990, ‘We seemed to suggest that all 400 000 IBM-ers could be seen walking on water!’ In retrospect, the IBM that lost one-third of its PC market share to Apple Computers and the Compaq Corporation (neither of which had featured in the book) seemed not to ...
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