Steve Denning on Radical Management & Consumer Capitalism

I’ve been enjoying a series of blog posts by Steve Denning about the reinvention of modern management, not least because they mirror my own thinking about Sustainable Capitalism (2.0).  Although he focuses on corporations, I believe the same kind of outside-in, human-centric thinking is essential for revitalizing both politics and government.

While much of the information from his blog is presumably collected in his book Radical management | Reinventing the workplace for the 21st Century, there isn’t a good index of what I consider his key themes.  To that end, I’ve collected them in outline form here.

The Death—and Reinvention—of Management

Measuring Business’s New Bottom Line: Customer Delight

  1. Measuring customer delight at the organizational level
  2. Measuring customer delight at the working level
  3. Client delight: Sizing and prioritizing
  4. Measuring a key aspect of customer delight: time
  5. Tracking client delight in real time: social media
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