As the global economy has become more interconnected and “flat,” the pressure to increase performance has accelerated. The demands for new market share, new revenues, new levels of efficiency and new levels of accountability - already intense - have become an urgent reality in executive suites on every continent. Yet for all of these demands, changing an organization to capitalize on new opportunities or respond to imminent threats has become more complicated than ever.

The customer-driven age is upon us and succeeding in this environment requires a new set of goals and a new set of tools.