Prof. Carroll, videod by Prof. Richardson, discussing the intro to the concept of the 3 generic strategies and the paper by Prof. Michael Treacy and Prof. Fred Wiersema published in the HBR

Prof. Carroll, (video by Prof. Richardson), discussing the concept of the 3 generic strategies and the paper by Prof. Michael Treacy and Prof. Fred Wiersema at a class at U of T Mississauga 2014 Oct 10th https://www.youtube.com /watch?v=ehY3bCzzwEU&feature=youtu.be

in 2015 Richardson addedd a paper by Jonathan Byrnes
 http://www.fastcompany.com/1745758/customer-intimacy-vs-operations-excellence-why-not-have-both
 

Jonathan Byrnes Customer Intimacy vs. Operations Excellence: Why Not Have Both?

Byrnes introduces his position by saying "Several years ago, popular business books trumpeted the importance of focusing your company by choosing a distinct business model. One best-selling book offered these alternatives:  (1) customer intimacy — delivering what specific customers want;  (2) operations excellence — delivering quality, price, and ease of purchase and use; and  (3) product leadership — creating the best products and services. While strategic focus is an appealing idea, my long experience working with companies on profitability management suggests that there are other dimensions that are much more subtle and powerful." Byrnes explains "It turns out that the best way to secure and grow a key customer relationship is to integrate your operations with those of your customer — in a highly individualized and effective way. "

 
 
 

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