When Operational Excellence Meets Customer Intimacy

Many service organisations that have won business by providing a customised service are now finding that clients are no longer willing to pay a premium for this customer intimacy. General Electric (GE) is one company that has found a way to remain competitive on price and provide excellent service. This ‘intimacy’ or knowing one’s customer means you can refine your processes according to customer demand and thereby sustain operational excellence. This was first published in the September - November 2005 issue of CriticalEYE REVIEW www.CriticalEYE.net

Anderson, P., Healey, G. & Locke, M. (2005) When Operational Excellence meets Customer Intimacy, CriticalEYE REVIEW: The Journal of Europe's Centre for Business Leaders, September-November, pp. 14 - 19

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