Youngdahl, William E. with Russell W. Wright, Lillian C. Wright, "The House of Quality Within a Knowledge-Based View of Firm", 1994
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Most, if not all, descriptions of processreengineering reply on the notion of translating the voice or satisfaction iscriteria of the customer into a redesigned chain of value-adding businessprocesses. While customer satisfaction is critical to business success, thetactical process of designing process to satisfy current customers may stilloverlook long-term strategic considerations. If managers are unable to seebeyond current customer requirement, they will miss the opportunities thatrequire new combinations of knowledge and skill.