What’s in this edition?

• ABB and AMA: A Case Study on Customized Training (Page 4)

Management Articles:

• Three Changes to Build Customer Focus (Page 8)
• Radical Innovation Through Design Thinking: 3 Things to Know (Page 13)
• Design Doing: The Missing Component of Design Thinking (Page 17)
• How to Really Focus on Your Customers (Page 21)
• Building Customer-Focused Organizations Within Your Enterprise (Page 28)
• The True Key to Success is Culture (Page 32)
• Turning the Tide to Transform the Organization (Page 36)
• Psychological Safety in the Workplace: A Pillar of Team Success (Page 40)
• An Interview with Cal Turner Jr.: Lessons from AMA Set Company’s Future (Page 43)
• Lackluster Workplace Culture Can Kill Your Company (Page 46)

Editor’s Pick:

• Creating a Culture That Includes the Customer

From the desk of AMA Global’s CEO:

• Building Customer-Focus Skills Yields High Returns