Customer-Driven Improvement and Innovation Processes: Tapping and Organizing the Enterprise and Customer Minds

It is important here to provide some immediate clarification. Chapters 14 through 17 begin with the phrase “customer-driven improvement and innovation processes.” Essentially all tools and methods presented in these chapters can be applied in ways and for reasons limited only by the expertise and imaginations of their users. Certainly, the tools and methods presented in these chapters might be applied purely internally and hence invisibly to the customer, for reasons that are intended only to produce process or system improvements or innovations.