Issues

How Guinness, Lego and others face a struggle: Failures at successful companies

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Delighted, returning customers: service the Ritz‐Carlton way: Gold star advice from the leaders in service excellence

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What does the future hold for Intel, Apple and Microsoft?: Big three face new challenges ahead

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Towards effective knowledge management: Choosing the right strategy

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How IBM boss embraced his dilemmas: Lessons to be learned from managing conflict

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Taking e‐commerce to a new level: Winner takes all

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Hidden hazards: The unchallenged assumptions behind bad management and how to fix them

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The concept of co‐creation: C.K. Prahalad in conversation with Sarah Powell, “Spotlight” column Editor

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Meeting the manufacturing challenge: Performance advantage of MES

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PLM for the SME: Technology no longer just for the big boys

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