Creating Value Through People, Process, and Technology: Meeting Proceedings

Featured Case Studies included the following:

• ZeroTime Labs shared their insights in anticipating customer needs.
• FedEx accredited its success to empowered employees, protection of its brand, and loyalty to the company's purpose.
• Cisco presented ways of using technology in enabling people, improving efficiency, and streamlining processes through integrated portals.
• QUALCOMM's creation of MySource portal demonstrated the potential of employees equipped with the right resources.
• Lands’ End's pledge to its customers led to offering customization in their products. Their decision to extend its guaranteed returns policy to customized clothing reveals where their value lies.
• Texas Instruments explained how it uses balanced scorecard tools and their technical support in determining where to add improvement initiatives that will deliver customer satisfaction, drive profits and meet employees’ needs.
• Gale Consulting conducted case studies to understand how customers buy and what services are important to them. This helps in deciding where to put resources and where to make improvements all in the customers' best interest.

Industries Profiled:
High Tech; Manufacturing; Consulting; Retail; Shipping; Electronics; Telecommunications


Companies Profiled:
Cisco Systems; BEAL Solutions; LLC; Lands' End; Zero Time Labs; Gale Consulting; FedEx; Texas Instruments; QUALCOMM

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