Why is it that given two companies with approximately the same capital assets and same number of skilled employees, one struggles and the other grows profits? From where do those profits come? The answer is that they come from how work gets done: how companies do what they do, how they operate. Operational transformation — a combination of good use of Internet connectivity and business process management techniques — is the next frontier of business advantage. Lacking growth markets and facing global competition in uncertain times, companies must change the way they conduct business — or competitors that reinvent their operations will run circles around them.
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