Describes the efforts of President Booz.Allen, major consulting companies to understand and improve the way that the products, services and processes are developed and deployed throughout the firm. Proactive management of these processes is very difficult, because the decentralized structure of the company and making the cultural predisposition of the company to listen to their existing customers. "Hide
by Clayton M. Christensen, Bret Baird Source: Harvard Business School 11 pages. Publication Date: October 21, 1997. Prod. #: 698027-PDF-ENG
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