Introduction
Understanding its processes is fundamental for any organization to achieve its goals, no matter what they are. The highest-level process might be thought of as the “business model,” and being able to understand and control that is of paramount importance. Consider the case of Blockbuster Video, the literal textbook success story of the 1990s—customers came to their stores, rented videotapes and DVDs, and brought them back. Netflix realized that with the growing shift to home DVD players and the growth of the Internet, the “store experience” could be done online and transportation provided by the U.S. Mail, all with very low overhead. With no change in the overall service goal but a change in ...
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