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  • No vision issue today is bigger than the question of efficiency versus some combination of innovation and customer service.

    John P. Kotter
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    John P. Kotter, Dan Cohen (2013). “The Heart of Change: Real-Life Stories of How People Change Their Organizations”, p.60, Harvard Business Press
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No vision issue today is bigger than the question of efficiency versus some combination of innovation and customer service. - John P. Kotter
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