The two burly gentlemen who had suddenly entered Simon's work pod did not have to identify themselves; the tan uniforms of Applied Devices' security detail would soon do that well enough

Innovation is back at the top of the corporate agenda. Never a fad, but always in or out of fashion, innovation gets rediscovered as a growth enabler every half-dozen years (about the length of a managerial generation)

What if a Manufacturer Had To Deal With Customers waltzing around its shop floor? What if they showed up, intermittently and unannounced, and proceeded to muck up the manufacturer's carefully designed processes left and right? For most service businesses