The Evolution of Business Process Excellence

Here is an excellent article on the evolution of Business Process Excellence. It starts with the early days of Total Quality Management, Business Process Improvement, Six Sigma, Lean, BPM and concludes with an explanation of Customer Expectation Management; an emergent management and business approach with the powerful idea of defining your business, not in terms of the goods and services you provide, but in terms of "customer expectations."

See http://bit.ly/RAYOp

Profits jump at Virgin Atlantic

Some companies look outside-in, some companies still look inside-out. Virgin understands the new business paradigm whilst BA just doesn't get it.

http://bit.ly/V3feY

And here is a link to help understand why British Airways is unable to compete in today's market, largely because they are using a 70's or 80's mentality to improve processes without looking at successful customer outcomes - http://bit.ly/AmW9o

Reference - http://bit.ly/geXSf