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Complexity in Products and Services: Good or Bad, Depending on How You Manage It
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******************************** Complexity in Products and Services: Good or Bad, Depending on How You Manage It http://knowledge.wharton.upenn.edu/index.cfm?fa=viewfeature&id=1382 In an age of rapid product and service proliferation, companies are grappling with their portfolios of businesses, products, services and delivery channels to see which of them need to stay, be restructured, or be dropped. Knowledge@Wharton and George Group Consulting examined this issue in an online survey of Knowledge@Wharton readers completed last fall: Covering 424 executives drawn from more than 30 industry groups including financial services, business services, information technology, foods, industrial manufacturing and healthcare, the survey's findings indicate that complexity can impact companies on a number of levels -- from sales effectiveness, product quality and customer satisfaction, to capital efficiency and profitability. However, the survey respondents and experts from George Group and Wharton note, complexity can have an up-side if it is recognized and managed effectively.
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