Customer Value Enterprise®

Susan Barlow, Stephen Parry and Mike Faulkner

Chapter Chapter 11 in Sense and Respond, 2005, pp 161-165 from Palgrave Macmillan

Abstract: Abstract Most organisations have difficulty in maintaining the links between corporate strategy and operational activities — the strategies can seem remote, even alien, to those who actually have to execute them. A clear line of sight is needed such that frontline workers on the ground can see from an operational perspective how to execute the high-level strategy. Yet while ‘experts’ at the top are looking at market trends and predicting the future, frontline staff are engaged in daily conversations in which they try to deliver today’s customer needs while battling with management goals.

Keywords: Balance Scorecard; Frontline Staff; Strategy Execution; Corporate Leader; Frontline Worker (search for similar items in EconPapers)
Date: 2005
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-50814-9_11

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DOI: 10.1057/9780230508149_11

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