It doesn't matter how effeciently a company is run, if it doesn't deliver services or goods that have tangible value to customers. This book establishes a working definition of value, and explains how to create and deliver it through integrating five key processes - marketing, engineering, acquisition, manufacturing and customer service.

Using many examples from actual companies, the book shows readers how to: determine what "value" is to any given customer; plan, organize, integrate, measure and improve the five critical value-contributing processes; use cross-functional teams as links in the network; improve information exchange as links by utilizing technology; and reorient activities in terms of value and watch profits grow. Louis De Rose is the author of "Value Selling".