David Hamme - Customer Focused Process Innovation

Every now and then a book comes along that forces us to rethink how we collectively organize our resources and manage our strategic initiatives. Customer Focused Process Innovation is exactly such a book. Refreshingly, David Hammes approach is not a pie-in-the-sky set of big ideas, but rather an expertly woven and intuitively practical framework of concepts and tools that bridge the gap between visions and strategies, and their realization in the factories, stores, and other locations where corporately conceived value propositions are brought to life. It is simply a must-read for executives challenged with delivering,

Steve Jegier, Head of Strategy, Wealth, Brokerage, and Retirement, Wells Fargo

David Hamme has created an important resource for executives and leaders who know that they must make fundamental changes in their organizations. The methodology of customer-focused strategies in this guide provides an invaluable blueprint to reinvent how your company innovates.

Marshall Goldsmith, author or editor of 34 books including the global bestsellers MOJO and What Got You Here Wont Get You There.

Dave Hamme brings energy, creativity, and over 20 years of converting strategy to action to his new book Customer Focused Process Innovation. His perspective on seeing the opportunities and then systematically designing your organization to deliver against them resonated with my experience in leading large innovation focused organizations from Shanghai to the mid-west of the United States. I have known Dave for 20 years as a guy who can both think and deliver. This book guides us in how to do the same.

Dave Ricks, Senior Vice President and President of Lilly Bio-Medicines

Ninety-nine percent of the innovation books published dont address the part of the process where ninety-nine percent of the value is created: implementation. However, David addresses this complex issue head on. Ifyou want to make innovation a reality, get this book.

Stephen Shapiro, author, Best Practices are Stupid

Hamme takes a microscope to the intricate machinery that drives whether a company succeeds or notits processes and the people that perform them. Throughout, his emphasis on using a process focus and initiative management to drive long-term, real improvement to an organization is spot on its the only way to really bring about the adaptation needed to survive. With an executive perspective but a practitioners passion, his work can help mid- and senior-level leaders to take a new look at building resiliency into their operations.

Richard Maltsbarger, Business Development Executive, Lowes Companies, Inc.

When I say the words process and innovation I imagine two opposite ends of a spectrum: humdrum processes and exciting innovation! But if these two could synch up, how powerful would that be! Dave Hamme, a dear and trusted colleague for many years, has put these concepts together and now shows us how to instill excellence in our staff and organizations. Having a great idea is easydriving it to execution is the hard part. We all talk about it, and now Dave has it documented. Kudos, Dave!

Caroline M. Kolman, PE, Managing Director, Prism Healthcare Partners LTD

It is a rare treat to have practical yet very strategic advice laid out in such a digestible manner. Customer Focused Process Innovation brings a fresh perspective to some very well studied concepts in process improvement and innovation. David speaks from the perspective of a well-seasoned management consultant who doesnt just talk about these concepts, he implements them successfully. I had the pleasure of working with David on one of the most impactful efficiency programs of my career.

Mike Lee, President, North Highland Worldwide Consulting

Nonprofit organizations and for profit entities share many organizational characteristics. As nonprofits face unrelenting scrutiny, there is a growing focus on efficiency and productivity. Customer Focused Process Innovation is a playbook in creating a blueprint to unleash innovation, build partnerships and drive performance. Dave Hamme brings a wealth of information and savvy to a topic of great value to leaders of organizations of all sizes.

Anne Pfeiffer, founder and Executive Director, Pats Place Child Advocacy Center

Dave Hamme has taken the complexities of a business organization and developed a process-based framework to gain understanding and identify business opportunity. His process innovation builds from the bottom up in a practical, realistic manner that cannot only be aligned with the business strategy but also with the organizations ability to execute. Daves book is a valuable read for any business leader trying to gain an edge in todays hyper-competitive business environment.

Steve Buecking, Vice President and Executive Producer, GA Communication Group

Finally a business book that not only provides great thought provoking insight into how a business does or does not operate, but David Hamme also gives the step-by-step instructions to create a blueprint that everyone in the organization can follow to take the guesswork out of execution. Customer Focused Process Innovation is cutting edge common sense

Don Smith, Vice President of Marketing, Family Dollar Stores

Ive been fortunate to rely on Dave in a professional setting as well as serving beside him in the non-profit world. Having observed, and benefitted from, his tremendous insight and innovation regarding business strategy and organizational behavior, Im thrilled that hes going to share his approach and ideas. His book, Customer Focused Process Innovation, will be required reading for my entire management team so that we can continue to grow and evolve into a more effective business unit.

Steve Newmark, President, Roush Fenway Racing

Social media is pressuring businesses to react to customer sentiments and business opportunities in real time. Mobile and cloud based computing is enabling field based teams to react efficiently. All of this needs to be orchestrated through well thought out and proven processes and a customer-centric organization. This book couldnt have come at a better time.

Chetan Saiya, CEO, Zoomifier Corporation

David Hammes book is spot on and insightful in regards to both the idea and the how to implement and gain alignment with Customer Focus, Innovation and Process. Dave dives straight in by starting out on the process elements relevant to win. Through well-articulated principles he ties utilizing process to be customer focused extremely well. This core and essential theme is done with a connect-the-dots thinking that makes it easier to think about how to plow through the biggest challenges, maximize relevant innovation, get cost and quality right and have the speed to market essential to meeting customers needs. The step-by-step approach he lays out transforms the complexity of process to a palatable idea youll want to implement immediately.

Gino Biondi, Vice President Sales and Marketing, Zenith Products Corporation

Copyright 2015 by David Hamme. All rights reserved. Except as permitted under the United States Copyright Act of 1976, no part of this publication may be reproduced or distributed in any form or by any means, or stored in a database or retrieval system, without the prior written permission of the publisher.

ISBN: 978-0-07-183471-1

MHID: 0-07-183471-0

The material in this eBook also appears in the print version of this title: ISBN: 978-0-07-183470-4, MHID: 0-07-183470-2.