Business process excellence: Understanding the evolution
from Six Sigma & Process Excellence
Professionals in marketing have known since the mid-1980s that gains in market share can only be achieved when the organization is able to shift from a myopic, internal perspective on the business (VOB) to an external, market perspective. And business executives of all stripes have recognized since the late 1990s that they need to look beyond the dynamics of their own customer base (VOC) to the dynamics of their competitive environment (VOM) in order to attain and leverage competitive advantages.
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