Thomas Koulopoulos and James Champy

When examining any complex business model, it becomes obvious that being exceptional at your business means becoming extraordinarily efficient at handling exceptions. Breaking away from the anticipated and structured is the very foundation of innovation and, we would claim, is impossible without a focus exclusively on your company’s core competency.

If you approach the market with the idea that exceptions are the norm and then prepare your organization to deal regularly with the unanticipated, you’ll see that few really important transactions are routine. Ask your customers about your ability to handle exceptions. It’s generally high. If it’s low, the market is ripe for competitive innovation or a government-sanctioned bureaucracy.

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