Acknowledgments
The opinions expressed in this book are the result of five years as a developer and leader of IBM’s business process reengineering and governance programs and ten years as the global leader of a competency to transform clients from internally-focused, product houses to externally-focused, customer-centered enterprises.
I was privileged to meet and work with thought-leaders across the fields of research and development, academia, professional services, and executive management. It provided a unique opportunity to envision an extremely powerful set of approaches by adapting and combining what was learned from each of them.
I am extremely indebted to the following incomplete list of people:
Jan Carlsen, an early pioneer of customer-focused ...
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