the case of the profitless pc

7/26/2019 The Case of the Profitless PC

http://slidepdf.com/reader/full/the-case-of-the-profitless-pc 1/22

K_[XAGOZ[

Xbo Kdso ac tbo ^raffltioss ^Kjy Dmhy Jidkfjurm, Gdtt Bdiprlm, dmh Zutb Soiarld

CZAG XBO MASOGJOZ-HOKOGJOZ 4<<2 L[[_O

’L“ii gdfo Croh pdy car hlmmor,‗ tbauebt @dkf Xbagpsam, tbo KOA ac ^rdxlg,

Lmkarpardtoh, ds bo hravo martb am Lmtorstdto 4>4 tawdrh Li Carmdla, bls cdvarlto

rostdurdmt lm ^dia Dita. Croh Uame, d iame-tlgo crlomh, bdh joom amo ac ^rdxlg“

odriy jdkfors, dmh @dkf fmow bo“h eot dm odrcui djaut bls kagpdmy“s kamtlmuoh idkfiustor

porcargdmko. ’L“ii jo eottlme dii tbo erloc,‗ @dkf sdlh ta blgsoic. ’Dt iodst Croh kdm plkf up tbo tdj.‗

@dkf bdh joom wltb ^rdxlg car 42 yodrs dmh bdh sorvoh ds KOA car tbo idst 4:. Bo kauih tdfo d iat a

tbo krohlt car julihlme tbo kagpdmy lmta d guitljliilam-haiidr juslmoss soiilme warfstdtlams, ^Ks,sorvors, sactwdro, dmh sorvlkos. Jut maw, dctor gdmy yodrs ac strame erawtb dmh praffltdjlilty, ^rdxl

wds jolme hrdeeoh hawm jy lmkrodslmeiy lmtomso kagpotltlam lm tbo kamsugor soegomt. Xbo

kagpdmy bdh saih ta kamsugors slmko tbo odriy 4<<>s6 ds iame ds tboro bdh joom upgdrfot

kustagors wliilme ta pdy $:,>>> ar garo car cdst, paworcui oqulpgomt, ^rdxlg bdh hamo woii. Jut

tbdt blebor lmkago gdrfot wds maw sdturdtoh, dmh ^rdxlg, ilfo gast ^K gdfors, wds kagpotlme

lmkrodslmeiy am prlko.

Xbo kamsugor hlvlslam kurromtiy dkkaumtoh car :>% ac ^rdxlg“s sdios‘jut tbo erass gdrelm bdh

hrappoh ta d hlsgdi 4:%. @ust twa hdys odrilor, ^rdxlg bdh dmmaumkoh lts slxtb strdlebt

hlsdppalmtlme qudrtor, dmh tbo stakf prlko bdh joom blt bdrh. [takf aptlams dii avor tbo kagpdmy b

joom hrlvom curtbor umhor wdtor.

@dkf wds joelmmlme ta wamhor lc lt wds ovom passljio ta gdfo gamoy lm tbls juslmoss.

https://hbr.org/

https://hbr.org/

https://hbr.org/

https://hbr.org/search?term=ruth+veloria

https://hbr.org/search?term=matt+halprin

https://hbr.org/search?term=andy+blackburn

https://hbr.org/topic/customers



Bls mow kamsugor-hlvlslam gdmdeor, Ilmhd Gdrkus, wds omtlroiy suro lt wds passljio. Lm cdkt, lt wd

lm pdrt jokduso ac bor kortdlmty tbdt tboy kauih turm tbo juslmoss draumh tbdt @dkf bdh iuroh bor

dwdy crag d iodhlme pdkfdeoh-eaahs kagpdmy, wboro sbo“h bodhoh up d blebiy sukkosscui mow-

prahukt hlvlslam. Jut tbom, Ilmhd soogoh suro djaut ovorytblme. [bo hravo d roh Corrdrl dmh eaico

kagpotltlvoiy lm bor spdro tlgo. [bo wds ma pusbavor.

@dkf strotkboh dmh gomtdiiy pidyoh jdkf tbo odriy garmlme gootlme ac bls somlar std, wboro Ilmh

bdh prosomtoh bor lmltldi pidms. • • •

’Lc wo lmtomh ta wlm lm tbo kamsugor juslmoss, wo mooh d tatdiiy mow dppradkb,‗ Ilmhd bdh joeum

’Uo bdvo ta soii ta kamsugors hloromtiy, gdrfot ta tbog hloromtiy, dmh sorvlko tbog hloromtiy

_milfo tbo atbors lm tbo gootlme‘gast ac wbag woro wodrlme fmlt sblrts dmh fbdfls‘Ilmhd waro

juslmoss sult. Bor tamo wds dii juslmoss, taa, dmh hlh mat diiaw car dreugomt6 sbo hofflmltoiy

kaggdmhoh dttomtlam.

’Xblmf djaut baw bdrh wo warf ta hovoiap roidtlamsblps wltb aur kaggorkldi kustagors,‗ sbo

kamtlmuoh. ’Uo ha tbdt jokduso lc wo umhorstdmh tbolr moohs, wo kdm soii tbog mat `ust ^Ks jut di

tbolr kagputor-roidtoh prahukts dmh sorvlkos. Uo julih d eomulmo roidtlamsblp wltb tbog, dmh tbo

kago jdkf dedlm dmh dedlm dmh dedlm.‗

Ds Ilmhd spafo, @dkf skdmmoh bls oxokutlvo eraup. Dglh dii tbo oxokutlvos pdylme kiaso dttomtlam,

tboro wds Glfo Olsomstolm, tbo kbloc tokbmaiaey akor, wba wds, ds usudi, fflhhilme wltb blsmatojaaf ^K, sooglmeiy ajilvlaus ta dmytblme ealme am dt tbo gootlme.

’Uby ls lt, tbom, tbdt wo bdvom“t gdho roidtlamsblp julihlme d strdtoelk prlarlty lm tbo kamsugor

gdrfot1‗ Ilmhd wds kamtlmulme. ’Lc wo kdm fflmh d wdy ta ha tbdt sukkosscuiiy, tbo sdgo jomofflts wl

kago aur wdy. Lc lmhlvlhudi juyors soo us ds d trustoh jrdmh‘tbo amo poapio kdm kago ta car dii tb

kagputor-roidtoh purkbdsos‘wo kdm soii jumhios, mat jaxos. Jumhios tbdt lmkiuho bleb-gdrelm

’Uo warf bdrh ta hovoiap roidtlamsblps wltbaur kaggorkldi kustagors. Uby bdvom“t wohamo tbdt wltb kamsugors1‗



ltogs ilfo sactwdro, sorvlko kamtrdkts, dmh Lmtormot dkkoss. Dmh lc wo fflmh d wdy ta gdlmtdlm tbdt

roidtlamsblp, wo“ii soii tbog oqulpgomt dmh sorvlkos avor d ilcotlgo. Zogogjor, tbo cuturo gdrfo

wlii jo gdlmiy ropodt juyors, sa julihlme iaydity kdm rodiiy pdy a.‗

Jaj Xdmsbdw, tbo vlko proslhomt ac tbo kaggorkldi hlvlslam, sblctoh lm bls sodt, dmh @dkf kauih som

bls lrrltdtlam. Jaj wds d wlry, sbart gdm wba kauih‘dmh actom hlh‘tdif d jiuo strodf. Bo wds dm

ooktlvo S ,̂ jut @dkf diwdys kdgo up wltb oxkusos ta dvalh spomhlme kdsudi tlgo wltb blg.

’[agotblme ta sdy, Jaj1‗ @dkf dsfoh, fmawlme crag iame oxporlomko tbdt Jaj wds `ust djaut ta

lmtorrupt Ilmhd.

’\odb, L ha. Ilfo, woii, boro wo ea dedlm. Baw gdmy kamsugor strdtoelos bdvo wo trloh dmh

djdmhamoh, caifs1 Xbo cdkt ls, kamsugors wam“t jo iaydi ta us. Xboy wam“t jo iaydi ta dmyjahy. Xboamiy hloromko ls tbdt wo“ii jiaw gliilams am sago jrdmhlme kdgpdlem tbdt warfs car taatbpdsto j

mat car ^Ks. Kamsugors tblmf ^Ks dro dii tbo sdgo‘d kaggahlty. Dmh tboy“ro rlebt.‗

Ilmhd bdh d rodhy dmswor. ’Jaj, yaur kilomts ham“t kago ta yau car d jax. Xboy kago car boip

saivlme juslmoss prajiogs. Uo mooh ta uso tbdt dppradkb wltb lmhlvlhudi kamsugors. \au gdy ma

rodilzo tbls, jut tahdy“s fflrst-tlgo juyors dro morvaus djaut tokbmaiaey. Xboy juy jokduso tboy

tblmf tboy awo lt ta tbolr flhs ar aut ac d vdeuo somso tbdt tboy mooh ta jo am tbo Lmtormot. Xboy“ro

hospordto car sagoamo ta eulho tbog tbraueb tbo prakoss mat `ust ac juylme d kagputor jut ac

juylme sactwdro, sottlme up tbo systog, dmh uslme lt. Xboy wdmt d slmeio palmt ac kamtdkt‘sagoam

wba haosm“t spodf tokbmajdjjio wbom sagotblme jrodfs, ar soogs ta jrodf. Xbdt sagoamo sbauih

jo us. Dmh lc wo gavo fflrst ta lgpravo tbo oxporlomko ac juylme dmh awmlme d kagputor, wo kdm ia

lm iaydi kustagors.‗

Glfo, jdroiy eidmklme up crag bls matojaaf, sdlh, ’Kasts d iat, tbdt flmh ac bdmh-baihlme. Uboro“s

tbo gamoy kaglme crag1‗

’Xbdmfs car tbo iodh-lm, Glfo,‗ sdlh Ilmhd, sglilme. ’Xbo sokamh rodsam wo mooh d mow strdtoey ls

prafflts. Jottor jumhilme‘garo oxtomslvo jumhilme‘kdm elvo us tbo prafflt jaast wo mooh. Erass

gdrelms rdmeo crag :>% ta 2>% am porlpbordis, sactwdro, dmh kamsugdjios, lmstodh ac tbo 4:% ta

48% wo eot am tbo jax. Ovom lc wo eot amiy d silko ac tbdt, wo“ro jottor a.‗



Jaj stlii iaafoh hujlaus. ’[a baw ha yau soo gdflme tbls bdppom1‗

Ilmhd rospamhoh kamfflhomtiy. ’Xa joelm wltb, wo mooh garo hlrokt kamtdkt wltb kustagors, sa wo

ealme ta put aur awm poapio lm staros dt podf soiilme tlgos. Kustagors wlii fflmh tbdt wo“ro garo

fmawioheodjio tbdm tbo typlkdi rotdli sdiosporsam. Uo“ro disa ealme ta krodto d prosdios 2>>-mugj

stdoh wltb poapio wba kdm dmswor quostlams lm pidlm Omeilsb. [uro, tbls wlii dhh kasts ta aur

juslmoss jut, avor tlgo, lt wlii julih kustagor iaydity.‗

’Elvo go d jrodf,‗ Jaj sdlh. ’\au wam“t eot iaydi kustagors wltbaut d iat ac hlrokt kamtdkt. [a umi

yau wdmt ta ea kagpiotoiy hlrokt, careot lt. \au“ro tdiflme djaut dhhlme d hlrokt sdios carko am tap a

dm lmhlrokt kbdmmoi. Ultbaut dm umrodilstlk prlko proglug, yau kdm“t darh lt. Uo kdm“t darh lt.‗

Jaj wds blttlme bls strlho maw, dmh wbom Ilmhd trloh ta jrodf lm bo tdifoh avor bor wltb d tarromt awarhs. ’Iot go fflmlsb, piodso,‗ bo sdlh, lrrltdjiy. ’\au“ii disa bdvo ta spomh d iat ac gamoy julihlme

tbo lmcrdstrukturo dmh tbo jrdmh jocaro yau fflmh aut lc lt warfs. Lt kauih tdfo yodrs. Lm tbo godmtlg

aur odrmlmes wlii ea hawm. Ha yau bdvo dmy lhod wbdt tbdt wlii ha ta aur vdiudtlam1‗ Jaj hlhm“t

bdvo ta gomtlam tbo moedtlvo lgpdkt am ovoryamo“s stakf aptlams. ’Uo“ii iaso sago ac aur jost

poapio‘lmkiuhlme poapio crag sago ac aur praffltdjio juslmossos. Xbo flmh ac lmvostgomt yau“ro

tdiflme djaut ls wdy taa rlsfy.‗

@dkf ilstomoh ta Jaj am twa iovois‘ta bodr wbdt bo wds dktudiiy sdylme dmh ta edueo bls iovoi ac

dmmaydmko. Jaj, ilfo gast ac tbog, eat roeuidr kdiis crag bodhbumtors. Lc tbo vdiuo ac bls stakf

aptlams womt taa iaw, dmh lc Jaj hlhm“t juy lm ta tbo mow kamsugor dppradkb, bo glebt wdif dwdy

dt d gagomt“s matlko.

@dkf spafo up. ’Baih am d sokamh boro, caifs. Iot“s rogogjor tbdt wo jrauebt Ilmhd lm jokduso w

fmaw tbdt wbdt wo dro halme lsm“t warflme. Ubdt wauih yau ha hloromtiy, Jaj1‗ Ds tbo eraup

turmoh jdkf ta Jaj, @dkf surroptltlausiy pappoh dm dmtdklh plii dmh wdsboh lt hawm wltb

sprlmewdtor.

Jaj taaf d hoop jrodtb dmh trloh ta siaw hawm. Lt wdsm“t odsy. ’Xbls ls d kaggahlty juslmoss,‗ bo

sdlh, ’sa yau cakus am kast. Erass gdrelms dro iaw, dmh tboy“ro ealme ta eot iawor. Ilmhd sbauih

squoozo garo aut ac tbo kasts sbo bds sago kamtrai avor, ilfo gdrfotlme, E&D, dmh kustagor



sorvlko. Lc wo tdfo aut garo kast tbdm dmyamo oiso, wo kdm rohuko prlkos, julih vaiugo, dmh uso tb

iovordeo ta jodt suppilors ovom curtbor hawm am kasts. Lc wo squoozo tbo iogam bdrhor tbdm aur

kagpotltars dmh iot sago ac tbog wdsto gamoy am jrdmhlme, wo kdm eot jdkf lm tbo jidkf.‗

Jocaro Ilmhd kauih rospamh, Glfo spafo up. ’Jut Jaj,‗ bo sdlh, bls valko hrlpplme wltb oxdeeordto

pdtlomko, ’skdio okamaglos ham“t gdttor lm tbo ^K juslmoss. \au fmaw tbdt. Gast ac aur kasts ea ta

juy gdtorldis, rlebt1 Dmh tbo suppilors bdvom“t oxdktiy joom odeor ta elvo us vaiugo hlskaumts am

tbog. Jost-kdso skomdrla, wo“h eot d 4% kast dhvdmtdeo jy squoozlme bdrhor, jut tbdt“s mat

godmlmecui. Dmh wo“h jo muts ta kut kasts am sorvlko. Xbo pross ls dirodhy sidgglme tbo lmhustry c

fooplme kustagors am baih 8? glmutos ar iameor.

’Dii ac yau fmaw wboro L tblmf wo sbauih jo lmvostlme. Uo sbauih jo jodtlme ovoryjahy oiso ta tbo

moxt fliior dpp‘tbo hovlko tbdt“s kaglme dctor tbo ^K-XS kagja. Ubaovor eots tboro fflrst wlii

iodpcrae tbo kagpotltlam.‗ Glfo wds typlme curlausiy lm bls matojaaf, tdiflme dii tbo wblio. ’Jut

tbdt“s d hlskusslam car dmatbor hdy. L“h ilfo ta bodr wbdt Ilmhd tblmfs wo“ii jo soiilme, dslho crag

‒trust.“ Bdrhwdro-sactwdro jumhios1 [orvlko1 Lmtormot dkkoss1‗

Ilmhd iaafoh erdtocui ta bdvo tbo jdii jdkf lm bor kaurt. ’Dii ac tbaso dmh garo. Uo“ro iaaflme dt

soegomtlme hloromt eraups wltb hloromt moohs‘sdy, Lmtormot krulsors vorsus bago-ako juyor

vorsus pdromts‘‗

Glfo smartoh. ’Xbls ls wbdt yau godm jy d jrdmh1 Lt“s mat oxdktiy cakusoh, ls lt1‗ Glfo sbaaf bls

bodh, dmh @dkf avorbodrh blg guttor, ’Xbls usoh ta jo d tokbmaiaey kagpdmy. Maw wo `ust tdif

gdrfotlme edrjdeo.‗

@dkf hlhm“t warry djaut Glfo hocoktlme, hosplto roeuidr aors. Bo“h joom wltb tbo kagpdmy digas

carovor, dmh bo bdh dm aih-cdsblamoh somso ac iaydity. Jut lc bo hlhm“t ilfo tbo kagpdmy“s hlroktlam

bo kauih odsliy rotlro. Ilfo dii tbo somlar std, bo wds fflmdmkldiiy sokuro. _milfo tbo atbors, bo ilvoh

slgpiy. Bo hravo dm aih stdtlam wdeam dmh hrossoh lm tbo sbarts-dmh-sdmhdis umlcarg ac tbo odriy

tokbmlkdi eurus. Lc Glfo ioct, d iat ac ^rdxlg“s splrlt wauih iodvo wltb blg.



Ilmhd soogoh d ilttio rdttioh jy Glfo“s hlsglssdi. ’Iaaf, majahy“s ovor hamo sapblstlkdtoh kamsug

gdrfotlme am ^Ks. Cleurlme aut wbdt kustagors wdmt‘eottlme lmslho tbolr bodhs dmh tbom uslme

wbdt yau fflmh tboro‘ls eaah juslmoss strdtoey. Lt“s mat ‒gdrfotlme edrjdeo.“‗ [bo eidroh dt Glfo.

’Bdvo yau poapio ovor caiiawoh Gr. Glhhio Dgorlkd draumh lm d kagputor suporstaro, wdtkblme b

try ta juy d kagputor1 Lt“s pdtbotlk. Mat jokduso bo“s pdtbotlk jut jokduso mamo ac tbo poapio trylm

ta soii ta blg‘dmh tbls lmkiuhos us‘bds jatboroh ta ffleuro aut wba bo ls dmh wbdt bo moohs. Ubor

kago crag, wo spomh aur ilvos halme tbdt. Dmh wo gdfo d iat ac gamoy wbom wo ha lt woii.‗

Slktar Budme kiodroh bls tbradt, dmh tbo eraup turmoh ta blg. Slk wds diwdys djio ta eot tbo aar

wltbaut dppodrlme ta try. Bo wds tbo gast roidxoh KCA @dkf kauih ovor lgdelmo. Bo ioct pragptiy d

80;> ovory hdy, taaf sovordi fflsblme trlps d yodr, dmh movor glssoh bls dharoh hduebtor“s pldma

rokltdis.

’Ultb dii huo rospokt, Ilmhd, iot“s iaaf dt tbls quostlam crag tbo fflmdmkldi porspoktlvo. L“vo joom wl

tbls kagpdmy tbroo yodrs, dmh L“vo hamo 44 qudrtoriy Udii [troot dmdiyst kamcoromko kdiis. Ovory

tlgo, lt“s tbo sdgo hrlii. ‒Uby drom“t yaur prafflts blebor1 \au“ro erawlme tbo tap ilmo, jut tbo jatta

ilmo ls iausy.“ Xboro“s diwdys dt iodst amo dmdiyst wba dsfs wby wo bdvom“t puiioh tbo piue am tbo

kamsugor juslmoss.

’L tblmf wo sbauih cdko rodilty. Lt“s mat aur cduit6 lt `ust ls wbdt lt ls. Uo“ro up dedlmst d hazom

kagpotltars wltb hoop pakfots. Dmy mow prafflt saurko‘crag gdrfotlme ar tokbmaiaey‘wlii eot

kagpotoh dwdy. Dt iodst lm tbo kaggorkldi juslmoss, wo bdvo d kbdmko ta krodto sago sbdrobaiho

vdiuo.‗ Slktar caihoh bls drgs, iodmoh jdkf, dmh sglioh.

@dkf iaafoh qulzzlkdiiy dt tbo KCA dmh dsfoh, ’Ubdt dro yau sueeostlme, Slk‘tbdt wo oxlt tbo

kamsugor juslmoss kagpiotoiy1‗

@dkf iaafoh qulzzlkdiiy dt tbo KCA dmh dsfoh,’Ubdt dro yau sueeostlme, Slk‘tbdt wo oxlt tbokamsugor juslmoss kagpiotoiy1‗



’Ma, mat kagpiotoiy,‗ Slktar ropiloh. ’Jut L tblmf wo sbauih ilglt aur pdrtlklpdtlam dmh aur

lmvostgomt. Uby mat soii kaggorkldi prahukts, wltb vory glmar gahlfflkdtlams, ta tbo kamsugor

gdrfot1 Dmh wby mat uso tbo kaggorkldi lmcrdstrukturo‘kustagor sorvlko, tokbmlkdi suppart‘ta

sorvo kamsugors ds woii1 ^orsamdiiy, L kdm“t soo spomhlme dmy gamoy dt dii am pragatlams ar

jrdmhlme. Dmh‘wbdt tbo bokf‘foop tbo soiilme prlko bleb omaueb sa tbdt car ovory umlt wo soii,

wo“ii turm d prafflt. Iot kustagors soic-soiokt ta us. [uro, aur vaiugo wlii ea hawm‘gdyjo d iat. Ju

aur kaggorkldi sdios dro bleb. Uo“h stlii bdvo kiaut wltb tbo suppilors. Xbo jle hloromko,‗ bo

fflmlsboh, ’ls tbdt wo“ii stap iaslme gamoy.‗

Ultb tbdt, ovoryamo stdrtoh ta tdif dt amko. @dkf rdlsoh bls bdmh ta kut a curtbor hlskusslam.

’Ilstom. Uo“ro mat ealme ta gdfo dmy rdhlkdi hoklslams rlebt maw. L dpprokldto tbo lssuos yau“vo dii

rdlsoh. Jut, ds yau fmaw, wo rokrultoh Ilmhd ta pursuo d kamsugor eaahs dppradkb ta tbls juslmos

• • •

Ds @dkf puiioh lmta Li Carmdla“s pdrflme iat, bo rodilzoh tbdt tbo hrlvo bdhm“t bdh lts usudi kdiglme

ookt. Lm cdkt, bo coit umkbdrdktorlstlkdiiy lmhoklslvo. Bls lmstlmkt wds ta pursuo jrdmhlme, jut bls

std kortdlmiy wdsm“t am jadrh. Lc bo hlhm“t edlm dt iodst eruhelme kaggltgomt, bls jost tdiomt kaui

vato wltb tbolr coot‘passljiy wltblm d cow woofs.

Dmh, warso yot, bo wdsm“t dt dii suro wbdt lt wauih tdfo ta sukkooh.

Ubdt strdtoey sbauih @dkf pursuo1

Eoa Gaaro ls kbdlrgdm dmh caumhor ac tbo Kbdsg Eraup lm [dm Gdtoa, Kdilcarmld, dmh d vomturo

pdrtmor dt Gabr Hdvlhaw Somturos. Bo ls tbo dutbar ac Krasslme tbo Kbdsg0 Gdrfotlme dmh [oiilme

Xokbmaiaey ^rahukts ta Gdlmstrodg Kustagors (BdrporJuslmoss, 4<<4)6 Lmslho tbo Xarmdha0

Gdrfotlme [trdtoelos crag [lilkam Sdiioy“s Kuttlme Oheo (BdrporJuslmoss, 4<<?)6 dmh Xbo Earliid

Edgo0 Dm Lmvostar“s Eulho ta ^lkflme Ulmmors lm Bleb Xokbmaiaey (BdrporJuslmoss, 4<<2).

^aar @dkf. Odkb ac bls hlrokt roparts bds tbo wlshag ac dm omtromkboh pasltlam, dmh mamo ac tbog

kdm stop autslho tbo jax ta soo tbo kamtoxt tbdt omtrdps tbog. Ds d rosuit, @dkf ls suppasoh ta jraf

d hoklslam dgame aptlams tbdt dro oltbor wramebodhoh ar hocodtlst.



Ac dii tbo vlowpalmts oxprossoh dt tbo gootlme, jy cdr tbo gast lmtorostlme dmh dppodilme ls Ilmhd“

Mat amiy ls sbo omoreotlk dmh kagglttoh, sbo ls rlebt lm bor krltlquo ac tbo kagpdmy“s‘lmhooh, ac t

lmhustry“s‘cdliuro ta goot tbo kamsugor am trdhltlamdi eraumh. Jut sbo ls wrame lm bor dssugptla

tbdt lc tbo kagpdmy woro ta kbdmeo lts dppradkb lm tbo wdy sbo sueeosts lt wauih jo sukkosscui.

_mhorstdmhlme wby ls dt tbo karo ac wbdt gdfos bleb-tokb gdrfotlme d sopdrdto hlsklpilmo crag

kamsugor pdkfdeoh-eaahs gdrfotlme.

Kamsugor pdkfdeoh-eaahs gdrfotlme warfs wbom tboro ls kamsugptlam. Kamsugptlam lgpilos

ropodtoh purkbdsos ac d kamsugdjio. Dctor purkbdslme tbo sdgo tblme gdmy tlgos, tbo kamsugor

vlows tbo juylme rlsf ta jo moeileljio. Xbls diiaws tbo purkbdso hoklslam ta jokago bdjltudi rdtbo

tbdm kamslhoroh. Lm tbo hagdlm ac bdjltudi purkbdslme, jrdmhs bdvo omargaus pawor jatb ta rotdl

oxlstlme purkbdsors dmh ta dttrdkt mow amos.

Jrdmhs cdii lmta twa kdtoearlos. Am amo bdmh dro kbdrlsgdtlk, ar prostleo, jrdmhs, ilfo Mlfo,

Gorkohos, dmh Hag ôrlemam. Am tbo atbor bdmh dro sdcoty, ar dssurdmko, jrdmhs, ilfo Eaahyodr,

Hurdkoii, Fahdf, dmh GkHamdih“s. Xbo cargor lmsplro jy aorlme pdrtlklpdtlam lm dm oilto

kaggumlty6 tbo idttor rodssuro jy aorlme d kamslstomt, trustoh iovoi ac eaahs dmh sorvlkos. Xbo

cargor tomh ta soii dt iawor vaiugo wltb blebor gdrelm tbdm tbo idttor, jut jatb dro eaah

lmvostgomts.

Xbo ^K lmhustry bds movor bdh gukb iukf wltb kbdrlsgdtlk jrdmhs. Dppio wds jy cdr tbo gast

sukkosscui, jut tbo sboor vaiugo ac ^K-kagpdtljio sdios ùst avorwboigoh lt. [lilkam Erdpblks gd

d bdi敨odrtoh dttogpt ta kdpturo sago ac tbo roslhudi kdkbot jut wltbaut gukb sukkoss. ^dig^liat

prajdjiy tbo kiasost tblme ta d kdkbot jrdmh tahdy, dmh Glkrasact ls dktlvoiy trylme ta kbdso lt hawm

Lmstodh ac kbdrlsgd, tbo lmhustry bds joom kbdrdktorlzoh crag tbo autsot jy dssurdmko jrdmhs‘LJG

jolme tbo arlelmdi, tbom Kagpdq, dmh tbom‘dmh boro“s tbo rodi flkfor car tbls kdso stuhy‘Glkrasa

dmh Lmtoi.

Jatb Glkrasact“s dmh Lmtoi“s okamaglk gahois dro jdsoh am Gaaro“s Idw ac ovor lmkrodslme prlko-

porcargdmko0 tbo kagpdmlos lmtrahuko kykio dctor kykio ac prahukts sa lgpravoh tbdt tboy gdfo tb

prokohlme gahois ajsaioto. Lm tbls hokdho diamo, wo bdvo soom tbo roiodso ac Glkrasact“s Ulmhaws

;.>, Ulmhaws MX, Ulmhaws <?, Ulmhaws MX 8.>, Ulmhaws <2, Ako, Ako <?, dmh Ako <5

sactwdro, diame wltb tbo Lmtoi 823, ômtlug, dmh ômtlug LL glkraprakossars. Ovory tlgo Lmtoi



kagos aut wltb d mow cdgliy ac glkraprakossars ar Glkrasact lmtrahukos d mow apordtlme systog,

tboy carko tsumdgls ac glmar jut krltlkdi kbdmeos ta ovory roidtoh dppilkdtlam sactwdro, bdrhwdro,

porlpbordi, dmh motwarflme prahukt. Car kamsugors, tbls sltudtlam rosuits lm dm umomhlme, ralilme,

tuguituaus edgo ac kdtkb-up, pumktudtoh odkb yodr jy tbo Kbrlstgds rusb.

Lm tbls kamtoxt, tboro ls ma kbdmko car d pdttorm ac bdjltudi kamsugptlam ta jo ostdjilsboh. Xboro ls

ma stdjio prahukt tbdt kdm jo turmoh lmta d sdco, ropodtdjio purkbdso. Xboro ls slgpiy taa gukb mo

tokbmaiaey ta djsarj. Kamsugors bdto tbls, dmh tboy oxpross tbolr hlspiodsuro jy cakuslme

oxkiuslvoiy am prlko. Xbdt puts bueo prossuro am ^K gdmucdkturors, jut ta hdto tboy bdvo caumh m

wdy aut.

Lm d qulkfiy kbdmelme bleb-tokb omvlramgomt, tbo kamsugor“s hoslro car dssurdmko jrdmhlme ls vor

bleb. Jut wbom dii kagpdmlos praglso tbls dssurdmko, dmh wbom tbo umhoriylme hymdglks ac tbo

lmhustry gdfo lt lgpassljio car dmy ac tbog ta hoilvor lt kamslstomtiy, wbdt ls tbo gdrfot ta ha1

Dktudiiy, lt fmaws oxdktiy wbdt ta ha0 lt eaos wltb tbo gdrfot iodhor jy hocduit. Mat jokduso tbo

gdrfot iodhor bds d jottor vlslam ac tbo kamsugor tbdm dmy atbor kagpdmy haos, jut slgpiy jokdu

lts prahukts tomh ta jo garo roildjio. Jy vlrtuo ac lts vaiugo kiaut, tbo gdrfot iodhor“s aorlmes dr

garo ilfoiy ta bdvo joom tostoh car kagpdtljlilty wltb ovoryamo oiso“s prahukts lm tbo vdiuo kbdlm.

Xbls ls d sukkoss ac gdrfot sbdro mat ac jrdmhlme, jut avor tlgo gdrfot sbdro krodtos d jrdmh

jokduso tbo gdrfot iodhor jokagos symamygaus wltb dssurdmko. Xbdt diiaws tbo kagpdmy ta

kbdreo blebor gdrelms dmh om`ay prlvlioeoh hlstrljutlam.

Garoavor, kagpdmlos kdm jo pradktlvo lm tbls oart. Hoii Kagputor, jy roomelmoorlme lts suppiy

kbdlm dmh pravlhlme suporlar sdios dmh kustagor sorvlko, bds hoilvoroh d iovoi ac roildjlilty tbdt bd

diiawoh lt ta tdfo gdrfot sbdro dwdy crag jottor-jrdmhoh prahukts. Lt hlh mat dkblovo tbdt rosuit

tbraueb lgpravoh kamsugor-gdrfotlme kaggumlkdtlams. Kamsugor jrdmh dwdromoss ls lmstodh d

trdlilme lmhlkdtar ac lts sukkoss. Xbo iodhlme lmhlkdtar ls gdrfot sbdro, odrmoh fflrst lm tbo juslmoss

gdrfot dmh tbom kdrrloh avor jy warh ac gautb lmta tbo kamsugor gdrfot.

Ls tboro ma pidy car d kamsugor jrdmh tbdt haos mat bdvo juslmoss raats1 Dppio wds tbdt pidy. Jut l

tbo Ulmtoi warih ta hdto, tbo dmswor bds joom d dt-aut ma. Kauih tboro jo dm appartumlty ta

ostdjilsb d kamsugor jrdmh lm tbo cuturo1 Ovory Kbrlstgds, tbo iogglmes edtbor ta rdko car tbls ea



jut umtli tbo hymdglks ac tbo umhoriylme tokbmaiaelos stdjlilzo, L wauih sdy tbo dmswor wlii rogdl

ma.

Eottlme jdkf ta @dkf, tbo moxt cow yodrs slgpiy dro mat ealme ta jo d eaah tlgo car bls kagpdmy ta

lm tbo kamsugor gdrfot. Lc ^rdxlg bds ta jo tboro car rodsams ac, car oxdgpio, vaiugo ar

hlstrljutlam, @dkf sbauih jo pidylme hocomso, mat aomso. Lc bo haosm“t bdvo ta jo tboro, bo sbauih

jo.

Hammd Hujlmsfy ls KOA dmh kacaumhor ac @H Xokbmaiaey lm Gomia ^drf, Kdilcarmld. [bo ls tbo carg

proslhomt ac ^dig Kagputlme, gdfor ac tbo papuidr ^dig^liat dmh ^dig LLL bdmhboih kagputors.

Haos ^rdxlg wdmt ta jo lm tbo kamsugor prahukts juslmoss1 Dmh lc lt haos, wbdt wlii lts saurko ac

kagpotltlvo dhvdmtdeo jo1

Xa dmswor tbo fflrst quostlam, tbo kagpdmy moohs kiodr hlroktlam crag @dkf, dmh @dkf“s std bds ta

juy lm ta bls vlslam. Jut @dkf haosm“t dppodr ta fmaw tbo dmswor blgsoic, ditbaueb bo hlh tdfo d jl

stop lm tbo kamsugor prahukts hlroktlam jy rokrultlme dmh blrlme d kamsugor-gdrfotlme oxport.

Hosplto tbdt gavo, mamo ac tbo atbor tbroo somlar gdmdeors ls kagglttoh ta d sblct lm ^rdxlg“s

strdtoey.

Lc tbo kagpdmy hoklhos ta edgjio am tbo kamsugor gdrfot, lt bds ta jo propdroh car d iame porlah

lmvostgomt. Lt“s d bleb-rlsf edgo, dmh tbo stdfos dro idreo. Lc lt“s sukkosscui, ^rdxlg kauih omh up damo ac tbo tap tbroo ^K suppilors ta kamsugors. Jut d cdliuro lm tbo kamsugor soegomt kauih splii

avor ta tbo kaggorkldi slho. D jdh lgdeo lm tbo kamsugor gdrfot kauih kduso kaggorkldi

kustagors ta iaso cdltb lm tbo kagpdmy dmh stap juylme. Dmh tap-matkb ogpiayoos wlii iaso bodrt

dmh soof warf dt garo sukkosscui omtorprlsos.

Xbo moxt cow yodrs slgpiy dro mat ealme ta jo deaah tlgo car @dkf dmh bls kagpdmy ta jo lm

tbo kamsugor gdrfot.



Maw am ta tbo sokamh quostlam. Lc ^rdxlg rokagglts ltsoic ta tbo kamsugor gdrfot, Ilmhd wlii bdv

ta ha d gukb jottor `aj ac oxpidlmlme baw tbo kagpdmy wlii edlm kagpotltlvo dhvdmtdeo. [bo kdm

ureo ^rdxlg ta caiiaw amo ac fflvo strdtoelos0

^rahukt Hloromtldtlam. Xbls strdtoey ls bdrh ta lgpiogomt lm tbo ^K juslmoss. Kagputor hoslemo

dro jaxoh lm tokbmlkdiiy jotwoom Lmtoi“s roqulrogomts car tbo bdrhwdro, Glkrasact“s roqulrogomts

car tbo sactwdro, dmh atbor lmhustry stdmhdrhs lm sukb drods ds gahogs dmh KH-ZAG hrlvos. Lm

atbor warhs, Jaj ls rlebt0 ^Ks dro d kaggahlty.

Kustagor [orvlko dmh _sor-Crlomhilmoss. Xbls strdtoey ls kiasost ta Ilmhd“s prapasdi. Ds sbo palmt

aut, tbo pomotrdtlam ac ^Ks lmta tbo kamsugor gdrfot bds stdiioh jokduso tbo gdkblmos dro bdrh ta

uso. Jut bor sueeostlam tbdt tbo kagpdmy ostdjilsb amo-ta-amo roidtlamsblps wltb kustagors ls

lgprdktlkdi. Xbo kast ac dhhlme d hlrokt kbdmmoi ta dm lmhlrokt kbdmmoi ls prabljltlvo. Dmh Ilmhd“s

rokaggomhdtlam tbdt tbo kagpdmy julih d tokbmlkdi std ta pravlho umilgltoh croo toiopbamo

suppart ls disa umtomdjio6 tbo kast ls slgpiy taa bleb.

Jut ^rdxlg sbauihm“t ruio aut kagpotlme lm tbls wdy. Xbo prahukt eraup gdy jo djio ta omelmoor d

gdkblmo spoklfflkdiiy hoslemoh ta jo odsy ta sot up dmh odsy ta uso. Xbls prahukt glebt kago wltb d

ac lts dkkossarlos dmh sactwdro dirodhy lmstdiioh am lt. Ar, ds Edtowdy :>>> plamooroh wltb lts

prahukts, tbo ^rdxlg gahois kauih kago wltb kaiar-kahoh kdjios sa tbdt kamsugors kdm odsliy soo

wbdt piues lm wboro. Lm d somso, tbo kagpdmy wauih bdvo ta dkblovo sago iovoi ac prahukt

hloromtldtlam, dijolt amo cakusoh am odso ac uso rdtbor tbdm am dhhltlamdi cumktlams.

Ditormdtlvo Hlstrljutlam. [poklfflkdiiy, L godm tbo Lmtormot. Jy soiilme hlroktiy avor tbo Lmtormot,

^rdxlg kauih dttogpt ta jokago tbo Hoii ac kamsugor ^Ks. Xboro dro pras dmh kams ta tbls

dppradkb. D juslmoss tbdt soiis hlrokt avor tbo Lmtormot ls gukb garo cakusoh dmh tborocaro gukb

ioss rlsfy. Jut tbo kagputor rosoiior kbdmmois rodkb d idreo duhlomko sa, lc lt eaos tbo Lmtormot raut

Lc ^rdxlg rokagglts ltsoic ta tbo kamsugorgdrfot, Ilmhd wlii bdvo ta ha d gukb jottor `ajac oxpidlmlme baw tbo kagpdmy wlii edlmkagpotltlvo dhvdmtdeo.



^rdxlg sbauih oxpokt ta stdrt wltb d gukb sgdiior juslmoss. Dmh lc kamsugors dro mat rodhy ta ju

^Ks avor tbo Lmtormot lm tbo modr torg, lt wlii jo hlkuit ta roostdjilsb tbo kagputor rosoiior

kbdmmoi.

^rlko. Xbls strdtoey, ds Jaj palmts aut, roqulros d cakus am suppiy kbdlm gdmdeogomt dmh

lmvostgomts lm iaelstlks. [ukb d strdtoey wauih roqulro ^rdxlg ta kbdmeo lts fflmdmkldi gahoi dmh ta

roaredmlzo dmh rocakus lts lmvostgomt strdtoey.

Lmmavdtlam. Glfo ls rlebt djaut lmmavdtlam. Xbo jle wlmmors lm tokbmaiaey juslmossos wlii jo tbas

kagpdmlos tbdt krodto lmmavdtlvo prahukts, edlm lmtoiioktudi praporty dhvdmtdeos lm mow prahukt

kdtoearlos, ar lmvomt dm omtlroiy mow pidtcarg am wblkb atbor bleb-tokb kagpdmlos kdm julih roidt

prahukts. Xbls ls mat tbo sdgo ds prahukt hloromtldtlam6 Glfo“s ’moxt fliior dpp‗ wlii mat kamcarg

ta tbo oxlstlme roqulrogomts ac tbo ^K gdrfot.

Dt ^dig Kagputlme, wo bdh d strdtoey jdsoh am lmmavdtlam wbom wo krodtoh tbo arlelmdi ^liat

kammoktoh aredmlzor. Xbo gdàr mow lmhustry ac bdmhboih kagputlme bds erawm aut ac tbls

lmmavdtlam. Xbo ^dig^liat prahukts woro mat hloromtldtoh ^Ks6 tboy hlh sagotblme mow dmh

krodtoh d mow gdrfot. Xbo quostlam ls, Haos ^rdxlg bdvo tbo stu ta krodto mow gdrfots1 Haos @d

ar bls KXA, bdvo d krystdi kiodr vlslam ac d gdàr mow kdtoeary ac hovlkos tbdt kamsugors wlii juy1

Dctor woleblme tboso strdtoelk aptlams, ^rdxlg sbauih oltbor hokidro, iauhiy dmh kamfflhomtiy, tbdt

tbo kagpdmy lmtomhs ta pdrtlklpdto lm tbo kamsugor ^K juslmoss, ar lt sbauih dpaiaelzo ta Ilmhd,

pdy bor d mlko sovordmko pdkfdeo, dmh cakus lts omorelos am jolme d iodhor lm sdios ta tbo kaggorkl

soktar.

Idrry Fooioy ls proslhomt ac tbo Hajilm Eraup, dm lmmavdtlam-pidmmlme fflrg jdsoh lm Kblkdea,

Liilmals. Bo ls disa dm dhùmkt pracossar ac hoslem strdtoey dt tbo Liilmals Lmstltuto ac Xokbmaiaey.

@dkf ls rlebt ta jo warrloh, jut bls lmhoklslvomoss ls ealme ta kast blg. Bls kagpdmy ls kduebt lm tb

glhst ac d kidsslk squoozo hrlvom jy vdiuo glerdtlam, wblkb akkurs wbom tbo praffltdjlilty ac dm

lmhustry sblcts crag amo palmt ta dmatbor. Car ^rdxlg, gagomtug bds sblctoh dwdy crag

gdmucdkturlme, dmh ovom crag rotdlilme, ta tbo kustag suppart ac lmhlvlhudi moohs.



Iot“s pdrso d cow lssuos. Olebty porkomt ac ^rdxlg“s rovomuo kagos crag lts praffltdjio karo0 tbo

kagpdmy“s guitljliilam-haiidr kaggorkldi juslmoss. [ago ac tbdt rovomuo aws ta tbo kamsugor

juslmoss, wblkb ls kurromtiy bogarrbdelme. Lm dm dttogpt ta stap tbo jioohlme, Ilmhd prapasos

lgpiogomtlme d tomuaus, erdmhlaso, dmh oxpomslvo tboary djaut baw ta julih d hloromtldtoh

jrdmh. Xbo rost ac tbo somlar todg aj`okts ta tbls pidm car d vdrloty ac rodsams tbdt gust jo tdfom

sorlausiy. Godmwblio, ovoryamo“s aptlams dro umhor wdtor, wblkb lm ^dia Dita godms tbo tdiomt hrd

ls dirodhy lm praeross. Lm sug, ^rdxlg ls lm dm dkuto kamhltlam dmh bds cow strdtoelk hoeroos ac

croohag.

@dkf bds twa kbalkos0 rotromkb jy kamkomtrdtlme am ^rdxlg“s karo kaggorkldi gdrfot ar kago aut

fflebtlme car tbo kamsugor juslmoss. Clrst, bo gust ffleuro aut tbo kast ac roturmlme ta tbo karo.

[trdtoelkdiiy, ^rdxlg“s cdliuro ta dkblovo sago kamsugor-soktar sukkoss gdy kduso tbo kagpdmy ta

iaso sdios vaiugo, ovomtudiiy iodhlme ta kast hlsdhvdmtdeos am tbo juslmoss slho ds woii, carklme lt

lmta d sgdii mlkbo. ^sykbaiaelkdiiy, tbo kast gdy jo ovom erodtor0 Udii [troot gdy soo ^rdxlg“s

djdmhamgomt ac tbo kamsugor slho ds d slem tbdt tbo kagpdmy wlii jo d siaw-erawtb juslmoss avo

tbo iame torg. Lmvostars‘dmh ^rdxlg“s tdiomt‘gdy fflmh tbolr dttomtlam hrlctlme ta soxlor kagpdmlo

lm tbo Sdiioy.

[a iot“s dssugo tbdt @dkf hoklhos ta stdy wltb bls lmltldi pidm ta jaistor ^rdxlg“s kamsugor juslmos

Bo gdy mat jo djio ta soo tbdt Ilmhd ls elvlme blg d stdio dmh umlmsplroh proskrlptlam car sukkoss.Ilmhd gdy mat idkf kamfflhomko, jut sbo suro haos idkf kidrlty lm bor tblmflme. Ilmhd bds dssossoh d

kamsugor mooh rodsamdjiy woii, jut sbo bds gdho tbo kidsslk glstdfo ac cdlilme ta aor dmy hoop

lmslebt ar prdegdtlk rospamso ta tbdt dssossgomt. Bor proskrlptlam, lm d mutsboii, ls ta pursuo d

strdtoey ac kamsuitdtlvo soiilme ac ^Ks lm guitlpio kbdmmois.

Dhvakdtlme guitlpio kbdmmois wlii flii bor kdroor dt ^rdxlg jocaro lt rodiiy stdrts. Xbdt saiutlam wli

jo taa kastiy, taa siaw ta ajtdlm skdio okamaglos, dmh taa kagpilkdtoh ta gdmdeo woii.

Ilmhd ls am tdreot djaut amo tblme0 wbom juylme ^Ks, kamsugors“ lm-staro oxporlomkos dro glsordj

Jut provdlilme gdrelms lm tbdt kbdmmoi vlrtudiiy omsuro tbdt tbaso oxporlomkos wlii mat lgpravo, dm

Ilmhd sbauih mat hoiuho borsoic lmta tblmflme tbdt sbo kdm turm tbo sltudtlam draumh.



Xboro ls d jottor wdy aut ac tboso waahs. Lc ^rdxlg rodiiy moohs ta pursuo tbo kamsugor soktar ta

survlvo, tbom @dkf sbauih lmslst am d strdtoey tbdt ls mowswartby. Bls jost jot ls ta oxpialt tbo

Lmtormot ds bls amiy sdios kbdmmoi. [oiilme tbraueb tbo Lmtormot wauih diiaw blg ta aor tbo iovoi a

porsamdilzoh sdios dmh sorvlko tbdt Ilmhd ls omvlslamlme lm d kast-ooktlvo wdy.

Ilmhd kauih boip tbo kagpdmy eot ta tbdt palmt jy somhlme rosodrkbors‘dmtbrapaiaelsts, lhodiiy‘

lmta staros dmh bagos ta wdtkb wbdt poapio rodiiy ha. Ubdt kamcusos tbog1 Ubdt lmtrleuos tbog1

Ubdt lrfs tbog1 Xbo lmslebts crag tbdt rosodrkb kauih boip lmsplro Glfo dmh bls kaiiodeuos ta lmvo

tbo moxt bat prahukt‘porbdps d erodt gdkblmo tbdt“s ds odsy ta uso dmh ds traujio-croo ds d

toiovlslam jut tbdt elvos caifs dt bago d bleb-spooh, ma-cdli kammoktlam ta tbo Lmtormot. Xbo rosodr

kauih disa boip Ilmhd krodto jumhios tbdt dro eodroh ta kustagors“ lmhlvlhudi moohs.

_mtli @dkf eots d jottor, jaihor kamsugor-soktar strdtoey, bo sbauih dvalh splky caahs tbdt upsot b

tuggy. Dmh jocaro bo eots fliioh jy vdiuo glerdtlam pdttorms tbdt bo dmh bls kaiiodeuos bdvo sa cd

cdlioh ta dmtlklpdto, bo gust hovoiap‘dmh tbom julih am‘hoop lmslebts djaut wbdt kamsugors

dktudiiy wdmt.

Eoareo Tuosmoiio ls vlko proslhomt dmh hlroktar ac gohlkdi gdrfotlme dmh sdios dt [gltbFilmo

Jookbdg Kamsugor Boditbkdro lm ^lttsjureb, ^ommsyivdmld. Bo avorsoos tbo prahukts tbdt dro jol

swltkboh crag proskrlptlam ta avor-tbo-kaumtor stdtus.

Xbo sltudtlam lm tbo pbdrgdkoutlkdi lmhustry ls lm sago wdys slglidr ta tbdt cdkoh jy d bleb-tokb

kagpdmy trylme ta ’kamsugorlzo‗ lts prahukts. [lmko tbo glh-4<2>s, [gltbFilmo Jookbdg bds, ca

oxdgpio, joom swltkblme prahukts crag proskrlptlam stdtus‘lm wblkb tbo hrues dro gdrfotoh ta

haktars dmh lmsurors‘ta avor-tbo-kaumtor stdtus, lm wblkb tboy dro saih hlroktiy ta kamsugors. Dm

tbdt tromh bds rodiiy dkkoiordtoh lm tbo idst cow yodrs. Mlkarotto dmh MlkaHorg KT, aur twa sgaflm

kossdtlam prahukts, dro woii-fmawm oxdgpios. Xdedgot BJ, car bodrtjurm, ls dmatbor.

@dkf“s jost jot ls ta oxpialt tbo Lmtormot ds blsamiy soiilme kbdmmoi.



Uo“vo kortdlmiy rum lmta sago ac tbo sdgo kbdiiomeos tbo ^rdxlg eraup ls cdklme. Car oxdgpio, tbo

porsam rospamsljio car tbo jrdmh am ’tbo juslmoss slho‗ (lm aur kdso, tbo proskrlptlam slho) gdy bd

hlkuity soolme tbo vdiuo ac d kamsugor juslmoss. Jut amko poapio stdrt ta tblmf ac gdxlglzlme tb

vdiuo am jatb slhos ds ’tbo wdy wo ha juslmoss,‗ tboy stdrt ta kaapordto. Dmh ds wltb ^Ks, lt kasts

iat garo ta soii pbdrgdkoutlkdis hlroktiy ta omh usors, sa typlkdiiy gdrelms dro iawor.

Lm atbor wdys, ac kaurso, tbo sltudtlams dro hloromt. Uo ham“t usudiiy soii ta jatb gdrfots dt tbo

sdgo tlgo0 amko wo swltkb, tbdt“s tbo omh ac tbo radh car tbo proskrlptlam prahukt. [a wo kdm“t

boheo aur jots6 lt“s dii ar matblme car us. Dmh aur swltkbos dro usudiiy trleeoroh jy tbo dppradkblme

oxplrdtlam ac d pdtomt, sa lc tboro“s d ioeltlgdto AXK uso, wo“ro carkoh ta swltkb ta gdxlglzo tbo ilc

ac tbo jrdmh. (Sory akkdslamdiiy, wo“ii swltkb d prahukt tbdt“s stlii pdtomt pratoktoh‘wo hlh tbdt w

aur mlkatlmo pdtkb, MlkaHorg KT, jokduso lt turmoh aut tbdt poapio wba woro trylme ta qult

sgaflme rdroiy kamsuitoh tbolr haktars.)

Amo iossam wo“vo iodrmoh crag garo tbdm tom yodrs ac prahukt-swltkblme oxporlomko gdy jo

ospokldiiy usocui ta Ilmhd. Ilfo gast kamsugor gdrfotors, sbo“s strame am kamsugor lmslebt dmh

sbauih kamtlmuo iodrmlme djaut bor patomtldi kustagors. Jut sbo moohs ta edlm d gukb hoopor

umhorstdmhlme ac tbo oqulty tbdt dirodhy oxlsts lm tbo jrdmh. Ubom wo gdfo tbo swltkb crag

proskrlptlam ta AXK, wo spomh d iat ac tlgo tdiflme wltb tbo pbyslkldms, pbdrgdklsts, dmh pdtlomts

wba bdvo joom uslme tbo prahukt. Uo hovoiap d vory kiodr umhorstdmhlme ac tbo jrdmh“s oqulty wltbaso kustagors, dmh wo uso tbdt oqulty ta carg tbo jdsls ac aur dppradkb ta tbo kamsugor

gdrfotpidko.

Lc Ilmhd spomhs tlgo mat amiy wltb tbo poapio wba juy ^rdxlg“s kagputors car tbolr juslmossos ju

disa wltb tbo dktudi omh usors, sbo“ii iodrm sa gukb djaut bor prahukt“s strometbs dmh wodfmossos

Xbdt hoop lmslebt lmta tbo jrdmh oqulty, kagjlmoh wltb tbo lmslebt sbo bds hovoiapoh tbraueb bor

kamsugor rosodrkb, wlii pravlho bor wltb tbo fmawioheo sbo moohs ta gdrfot bor jrdmh sukkosscu

Ilmhd umhorstdmhs kustagors woii, jut sbomoohs d hoopor umhorstdmhlme ac tbo prahukt.



Xbdt dppradkb wlii bdvo dm lgpartdmt slho jomofflt. Kurromtiy, wltb tbo oxkoptlam ac bor jass, tbo

^rdxlg gdmdeogomt todg ls sailhiy dedlmst Ilmhd, majahy garo corvomtiy tbdm Jaj, tbo

kaggorkldi-slho S^. Jut lc sbo spomt tlgo wltb Jaj, iodrmlme crag blg djaut tbo kaggorkldi slho

eottlme ta fmaw bls kustagors rodiiy woii, dmh sbawlme blg tbdt sbo vdiuos tbo oqulty bo bds julit

tbo jrdmh, sbo glebt ùst turm blg lmta dm diiy.

Moxt, elvom tbo gdmdeogomt todg“s glselvlmes djaut gdflme d gdàr kbdmeo, lt ls surprlslme tbdt

tboy hlhm“t kamslhor tostlme. Lc Ilmhd sorlausiy wdmts ta ha sagotblme oxpomslvo ilfo avoridylme d

hlrokt kbdmmoi amta dm lmhlrokt amo, wby mat tost tbo lhod fflrst1 Ds iame ds yau ham“t avorha lt, tbls

dppradkb kdm jo d kast-ooktlvo wdy ta eot yaur coot wot wltbaut tbo rlsf ac hrawmlme. Zlebt maw,

tbo rost ac tbo eraup tblmfs dhhlme d hlrokt kbdmmoi ls d torrljio lhod, jut tboy kauih jo wrame. Lc

Ilmhd eat eaah rosuits crag d tost, sbo glebt kbdmeo tbolr glmhs.

Clmdiiy, Glfo, tbo tokbmaiaey kbloc, ls prajdjiy rlebt lm palmtlme aut tbdt Ilmhd ls mat cakusoh

omaueb. [bo gdy wdmt ta fflmh d mlkbo car ^rdxlg“s prahukts rdtbor tbdm try ta soii sagotblme ta

ovoryjahy. Dedlm, tdiflme ta karo juslmoss usors wlii boip bor rodkb d hoklslam. [bo gdy fflmh aut tb

kortdlm ^rdxlg porlpbordis dro ospokldiiy strame, car oxdgpio, dmh sbo kauih uso tbdt fmawioheo ta

cakus am amo soegomt avor tbo atbors.

Gy dhvlko ta Ilmhd, tbom, ls tbls0 hovoiap d cdr hoopor fmawioheo ac tbo jrdmh, eot kaiiodeuos am

yaur slho jy lmvaivlme tbog lm tbo sodrkb car tbo jost dppradkb, tost sago ac yaur lhods, dmh ffleur

aut wbdt soegomts ^rdxlg sbauih tdreot.

[katt Udrh ls d pracossar ac gdrfotlme dt tbo _mlvorslty ac ômmsyivdmld“s Ubdrtam [kbaai lm

^blidhoipbld.

Xbo pdrakbldi tblmflme hlspidyoh jy ^rdxlg“s iodhors wlii jo dii taa cdglildr ta somlar gdmdeors ac

bleb-tokb kagpdmlos. Xbo tokbmaiaey kbloc wdmts ta sodrkb car tbo ’moxt fliior dpp.‗ Xbo KCA wdm

ta ilglt spomhlme sa tbdt bo kdm ropart eaah mugjors ta Udii [troot. Xbo iodhor ac tbo kaggorkldi

hlvlslam wdmts ta kut kasts‘am tbo kamsugor slho, ac kaurso. Dmh Ilmhd, tbo mow bodh ac tbo

kamsugor hlvlslam, soogs ta ospauso d ’fflro-dlg-rodhy‗ gahoi. [bo ls goroiy rolmcarklme bor

kaiiodeuos“ susplklams djaut gdrfotlme0 tbdt lt“s matblme jut kastiy tdktlks tbdt tdfo yodrs ta warf‘



tboy warf dt dii. Xbo ’saiutlams‗ aoroh jy tboso oxokutlvos saumh ilfo d iltdmy ac 4<2>s

gdmdeogomt tblmflme. ^rdxlg“s iodhors mooh krodtlvlty dmh lgdelmdtlam ta kbdrt d kaurso car tbo

kagpdmy“s sukkoss lm kamsugor gdrfots.

@dkf kdm joelm ta krodto d cuturo car ^rdxlg jy pursulme jrdmhlme. Jut fflrst bo sbauih toii Ilmhd ta

pdrf bor Corrdrl dmh staro bor eaic kiujs sa tbdt sbo kdm ha bor bagowarf.

[bo sbauih hle aut bor gdrfotlme toxtjaaf dmh dsf tbo cumhdgomtdi quostlams0 Ubdt ls tbo gdrfo

car ^rdxlg“s prahukts lm tbo kamsugor dromd1 Uba ls juylme, wba lsm“t, dmh wby1 Uba ls iaydi ta

^rdxlg1 dmh Uby ha sago kustagors hocokt1 Uba wdmts ta juy jumhios1 dmh Dro tboso ^rdxlg“s

gast vdiudjio patomtldi kustagors1 Baw ls ^rdxlg pasltlamoh roidtlvo ta lts kagpotltars1

Lt dppodrs tbdt ^rdxlg omàyoh odriy sukkoss lm kamsugor gdrfots jokduso ac lts roputdtlam car blequdilty lm kaggorkldi gdrfots. Lts paar pasltlam maw prajdjiy godms tbdt ^rdxlg bds cdlioh ta

gdlmtdlm tbdt roputdtlam, gukb ioss julih d kagpoiilme jrdmh.

[okamh, Ilmhd sbauih dmswor Glfo“s quostlam0 Ubdt ls d jrdmh1 Ilfo gdmy gdmdeors wltb tokbmlk

jdkferaumhs, Glfo soos d cdiso hlkbatagy0 ^rdxlg ls oltbor d jrdmh kagpdmy ar, ds bo puts lt, d

tokbmaiaey kagpdmy. Jut d jrdmh ls mat slgpiy dhvortlslme, pragatlams, dmh soiilme. Lt ls tbo

kagpioto prahukt, lmkiuhlme ’tbo jax,‗ sorvlko dmh suppart, dmh d rdmeo ac sujòktlvo dmh ajòktlv

jomofflts tbdt kamsugors kdm dssakldto wltb tbo ^rdxlg mdgo.

Ilmhd mooh mat cdii jdkf am bor oxporlomko wltb kamsugor pdkfdeoh eaahs car oxdgpios. [bo kdm

palmt ta LJG“s roputdtlam car sorvlko dmh suppart, Bowiott-^dkfdrh“s roputdtlam car bleb-qudilty

prahukts, dmh Hoii“s roputdtlam ds d kagpdmy tbdt“s odsy ta ha juslmoss wltb. Uauih tbaso

kagpdmlos omày tbo sdgo iovoi ac sukkoss wltbaut tbo dssakldtlams tbdt kago wltb tbolr jrdmhs1

Xblrh, Ilmhd gust drtlkuidto d jrdmh strdtoey. [bo kdm joelm jy sbawlme baw tbo strdtoelos prapas

jy bor kaiiodeuos dro wramebodhoh. Jaj soogs propdroh ta trodt tbo kagpdmy“s prahukts ds

kaggahltlos‘d strdtoey tbdt soogs pdrtlkuidriy umsultoh car ^rdxlg, slmko lt dppodrs ta akkupy d

bleb-qudilty, proglug-prlko mlkbo. Slktar, tbo KCA, ùstlfflos bls dmtljrdmhlme dreugomt wltb tbo



cdtuaus stdtogomt tbdt kustagors wlii ’soic-soiokt‗ ^rdxlg. Bo sbauih dsf baw kaggorkldi kilomts

wlii rodkt ta tbdt strdtoey. Xokbmaiaey gdrfots dro ilttoroh wltb tbo rogdlms ac kagpdmlos tbdt

joilovoh kustagors wauih kago slgpiy jokduso tbo prahukts oxlstoh.

Ilmhd“s jrdmh strdtoey gust spoklcy d vdiuo prapasltlam tbdt ls hlstlmktlvo, amo tbdt ^rdxlg ls

propdroh ta julih dmh suppart wltb dii lts juslmoss cumktlams avor tbo iame bdui. Dmh, lm arhor ta

kamvlmko Glfo tbdt d jrdmh ls sagotblme garo tbdm `ust d cuzzy gdrfotlme kamkopt, sbo gust spok

kiodr, godsurdjio aj`oktlvos car tbo jrdmh. @ust ds Glfo kdm godsuro d tokbmaiaey“s porcargdmko l

torgs ac ’coohs dmh spoohs,‗ Ilmhd gust lhomtlcy qudmtltdtlvo porcargdmko godsuros lm sukb drod

ds jrdmh dwdromoss, jrdmh dssakldtlams, kustagor sdtlscdktlam, dmh kustagor iaydity. Amiy tbom kd

sbo rospamh ta Jaj“s kamkorms djaut baw iame dmh baw gukb lt wlii tdfo ta julih tbo jrdmh dmh

jokago praffltdjio lm tbo kamsugor gdrfot.

\au kdm“t praglso ovorytblme ta ovoryjahy, sa Ilmhd gust eot sorlaus djaut umhorstdmhlme baw tb

gdrfot ls soegomtoh dmh wbdt sbo wdmts ta praglso ta tbo soegomts tbdt ^rdxlg kbaasos ta sorvo

Xbo soegomts prajdjiy avoridp, dmh sbo kaurts erodt hdmeor jy tdiflme djaut caiiawlme ’Gr. Glhh

Dgorlkd‗ draumh lm d kagputor suporstaro. ^rdxlg ls haagoh lm tbo kamsugor gdrfot lc lt pursuo

tbls gdm. Xbo vory pbrdso lgpilos tbdt ^rdxlg ls moltbor cakusoh am d pdrtlkuidr kustagor mar kiod

djaut lts hlstlmktlvo aorlme‘dmh tboso prajiogs dro dmdtbogd ta d strame jrdmh.

Lc Ilmhd ls sukkosscui lm julihlme tbo ^rdxlg jrdmh, tbo dtgaspboro lmslho tbo kagpdmy ls ilfoiy ta

lgpravo. @ust ds d paworcui jrdmh umlfflos dmh kidrlfflos kustagor porkoptlams, sa kdm lt castor d

kaggam vlslam dgame kaiiodeuos ac wby tbo kagpdmy oxlsts dmh wbdt odkb ac tbog gust ha ta

hoilvor am d kiodr praglso ac vdiuo ta spoklfflk kustagor soegomts.

Ilmhd kaurts erodt hdmeor jy tdiflme djautcaiiawlme ’Gr. Glhhio Dgorlkd‗ draumh lm dkagputor suporstaro. ^rdxlg ls haagoh lm tbokamsugor gdrfot lc lt pursuos tbls gdm.



^blilp ̂ lcor ls somlar vlko proslhomt ac mow vomturos dt Crlta-Idy lm îdma, Xoxds. ^rovlausiy, bo wd

vlko proslhomt ac gdrfotlme dt d kamsugor oioktramlks stdrt-up dmh d pdrtmor dt GkFlmsoy &

Kagpdmy.

Xbo hojdto wo bodr dgame @dkf“s todg‘Ubdt vdiuo ha jrdmhlme dmh kamsugor gdrfotlme bdvo lm

’mamkamsugor‗ tokbmaiaey juslmoss1‘ls d cdglildr amo, ditbaueb lt“s caumhoh am twa cdiso

dssugptlams. Clrst ac dii, tboro“s ma sukb tblme ds d mamkamsugor juslmoss. Ovory juslmoss roilos a

poapio‘mat kagpdmlos ar eraups‘ta juy lts prahukt. Xborocaro, tbo trutbs ac kamsugor gdrfotlm

auebt ta warf ds woii car ^Ks ds tboy ha car kaids.

ôapio juy d prahukt jokduso lt bds vdiuo ta tbog. Ds wo dii fmaw, tbo foy lm dmy juslmoss ls ta

umhorstdmh tbo vdiuo yaur kbasom kustagors wdmt dmh ta hoilvor lt, halme d sustdlmdjiy jottor àj

tbdm yaur kagpotltars. Dssuglme tbo prlko poapio dro wliilme ta pdy wlii garo tbdm kavor yaur kas

yau“ro lm juslmoss. Lc lt haosm“t, yau drom“t. _slme tbls hofflmltlam, @dkf“s kamsugor soegomt soogs d

rlsf.

Ls d mow jrdmhlme dppradkb diamo tbo saiutlam car @dkf“s hlioggd1 ^rajdjiy mat. Dmh tbdt iodhs ta

tbo sokamh cdiso dssugptlam umhoriylme tbo hojdto dt ^rdxlg0 tbdt gdrfotlme tdktlks kdm sujstltut

car juslmoss strdtoey. Xboy kdm“t.

Ds ls usudiiy tbo kdso lm tap gdmdeogomt hojdtos, tboro“s sago trutb lm wbdt odkb gogjor ac @dkf

todg sdys. Boro“s gy lmtultlam0 jrdmhlme diamo wam“t saivo tbls prajiog (Jaj“s rlebt)6 stdrtlme wltbtbo kamsugor ls tbo rlebt dppradkb (Ilmhd“s rlebt)6 dmh tboro gdy mat jo dm dmswor (Slktar dmh Glf

dro rlebt).

Iot“s stdrt wltb jrdmhlme. D woii-roedrhoh jrdmh kdm boip ha amo ar garo ac tbo caiiawlme0 Lt eots

kamsugors ta kamslhor yaur prahukt (diwdys jo lm tbo kamslhordtlam sot!). Lt kdm sorvo ds d tlojrodf

lc kagpotltars“ aorlmes dro ac slglidr vdiuo ta amo dmatbor ar lc kamsugors cooi umdjio ta ùheo

prahukt vdiuo. Dmh, lm tbo jost kdso, d woii-roedrhoh jrdmh diiaws yau ta kbdreo garo tbdm yaur

Xboro“s ma sukb tblme ds d mamkamsugorjuslmoss. Ovory juslmoss roilos am poapio‘mat

kagpdmlos ar eraups‘ta juy lts prahukt.



kagpotltars ha. Xa ha tboso tblmes, d jrdmh gust oltbor jo d eudrdmtoo ac d prahukt“s cumktlamdi

vdiuo ta kamsugors (rohuklme tbo porkolvoh purkbdso rlsf), ar lt gust pravlho tbog wltb dm

lmkrogomtdi lmtdmeljio vdiuo jy aorlme sago ogatlamdi jomofflt. LJG wds d kidsslk ’vdiuo

eudrdmtoo‗ jrdmh0 rogogjor tbo sdylme, ’Majahy ovor eat fflroh car juylme Jle Jiuo‗1 Dmh Mlfo ls

eaah oxdgpio ac d jrdmh aorlme ogatlamdi jomofflt. Ubdt woofomh wdrrlar“s puiso haosm“t gavo

ust d ilttio, tblmflme djaut tbo dsplrdtlamdi ’@ust Ha Lt!‗ dhs1

D strame jrdmh tbdt jatb eudrdmtoos vdiuo dmh hoilvors oea-erdtlcylme ogatlamdi jomofflt kdm jokag

qulto dm omtry jdrrlor. Dmatbor jrdmh bds ta aor d kagpoiilme ditormdtlvo ’kamsugor prapasltlam‗

dmh spomh d iat ac gamoy ta kagpoto. Dmh rosoiiors, wdmtlme ta glmlglzo tbolr kasts, wlii eomordii

cdvar tbo strame jrdmhs avor tbo wodfor amos. Lc gdrfot iodhors piaw rovomuo lmta rolmcarklme tbol

jrdmhs (skdio okamaglos hofflmltoiy ha dppiy ta julihlme jrdmhs), tbom tboy bdvo strame cartrossos

dedlmst kagpotltlam. Ilmhd wdmts ta julih tbdt cartross.

Bawovor, tbls jrdmhlme‘dmh tbo vdiuo lt aors kamsugors‘bds ta jo kamslstomt wltb tbo prahukt

dmh tbo wdy tbo prahukt ls hloromtldtoh lm tbo gdrfot. Ubom tbo jrdmh lgdeo dmh tbo prahukt

oxporlomko dro lm symk, d soic-rolmcarklme coohjdkf iaap ls krodtoh. Xbo prahukt oxporlomko

strometboms tbo jrdmh6 tbo jrdmh lgdeo rolmcarkos tbo oxporlomko.

_mcartumdtoiy, ^K prahukors bdvo bdh traujio krodtlme tbdt vlrtuaus coohjdkf iaap jokduso tboy“v

bdh traujio hloromtldtlme tbo vdiuo ac tbolr prahukts crag tbdt ac tbolr kagpotltars“ prahukts. Lt“

passljio ta krodto jrdmh vdiuo draumh umhloromtldtoh kaggahlty prahukts, jut L tblmf lt gdy jo

hlkuit car ^rdxlg‘car twa rodsams. Clrst, lt roqulros d iat ac rosaurkos (dhvortlslme haiidrs, car

oxdgpio), ds woii ds trogomhaus krodtlvlty lm jrdmhlme tdktlks. Lm tbls edgo, tbo ahhs dmh skdio

okamaglos cdvar tbo jleeost pidyors. [okamh, ^Ks dro kastiy omaueb tbdt kamsugors wlii tomh ta

kamslhor tbolr purkbdso kdrocuiiy6 wbom tbdt“s tbo kdso, tbo prahukt“s cumktlamdi porcargdmko dmh

vdiuo roidtlvo ta lts prlko wlii cdktar gukb garo bodvliy, wbdtovor tbo jrdmh lgdeo.

Xbo eaah mows ls tbdt, slmko ^K prlkos kamtlmuo ta cdii, avor tlgo dm dvordeo kamsugor“s purkbdso

hoklslam wlii jo lmkrodslmeiy ioss kamslhoroh, dmh ds d rosuit tboro wlii jo garo appartumlty ta krod

hloromtldtoh jrdmhs (ovom draumh amiy gahostiy hloromtldtoh prahukts). Dt iodst, tbdt“s eaah



mows car tbo jleeor pidyors wltb tbo rosaurkos ta pursuo jrdmhlme strdtoelos. Lt“s disa eaah mows ca

sgdrt fflrst gavors wltb eaah soegomt strdtoelos‘dmh tbdt“s tbo hlroktlam tbdt L“h kaumsoi @dkf ta e

lm.

^rdxlg sbauih ea jdkf ta kamsugors ta fflmh aut lc tboro dro praglslme prahukt dmh sorvlko strdtoe

car hlstlmkt kamsugor soegomts. Dm oxporlomkoh kamsugor gdrfotor ilfo Ilmhd fmaws tbdt lmslebt

djaut kamsugors kdm krodto rodi juslmoss appartumltlos. Xbo kbdiiomeo ls ta fflmh godmlmecui

kamsugor eraups wba bdvo pdrtlkuidr ^K moohs tbdt ^rdxlg kdm cuifflii wltb d hloromtldtoh saiutla

‘dmh tbom julih d jrdmh draumh tbdt saiutlam. Lt gdy jo passljio ta soegomt kamsugors diame

hlgomslams sukb ds prahukt porcargdmko, kamffleurdtlam dmh jumhilme, purkbdso jobdvlar, typo ac

uso‘sukb ds Lmtormot dkkoss car mamtokblos‘ar gdyjo ovom prlko somsltlvlty.

Xbo ditormdtlvo ta fflmhlme soegomt-spoklfflk appartumltlos ls ta hufo lt aut wltb tbo jle jays aorlm

d kaggahlty prahukt. Xbdt“s d iaslme prapasltlam. Ilmhd sueeostoh sago spoklfflk lhods djaut

soegomts. L“h dhvlso @dkf ta carko Ilmhd ta kam-fflrg tbaso wltb garo rlearaus rosodrkb‘taa gdmy

gdrfotors dro suro tboy fmaw tbo kamsugor jocaro tboy rodiiy ha. @dkf gdy bdvo amiy amo kbdmko

ha lt rlebt.

Dm dhhltlamdi jomofflt ac rlearaus kamsugor rosodrkb ls tbdt lt wlii ilfoiy boip @dkf carg d kamsomsu

draumh d eomulmoiy sustdlmdjio kamsugor-arlomtoh juslmoss strdtoey. Dmh lc @dkf“s todg kdm“t fflmh

warfdjio kamsugor strdtoey, tboy“ii fmaw tboy mooh ta fflmh d prdktlkdi wdy ta oxlt tbo kamsugor

juslmoss qulkfiy, dbodh ac dii tbo atbor iasors.

D vorslam ac tbls drtlkio dppodroh lm tbo Mavogjor-Hokogjor 4<<2 lssuo ac Bdrvdrh Juslmoss Zovlow .

Dmhy Jidkfjurm ls d vlko proslhomt,

Gdtt Bdiprlm ls d gdmdeor, dmh

Zutb Soiarld ls d kamsuitdmt lm tbo [dm Crdmklska acfflko ac tbo Jastam Kamsuitlme Eraup. Xboy dro dii gogjors ac JKE“s ble

tokbmaiaey prdktlko.

Xbo Kdso ac tbo ^raffltioss ^K

https://hbr.org/archive-toc/3986



Zoidtoh Xaplks0 GDZFOXLME | GDZFOX ZO[ODZKB | KAM[_GOZ OIOKXZAMLK[

Xbls drtlkio ls djaut K_[XAGOZ[

CAIIAU XBL[ XA^LK

Kaggomts

Iodvo d Kaggomt

^ A [ X

> KAGGOMX[

^A[XLME E_LHOILMO[

Uo bapo tbo kamvorsdtlams tbdt tdfo pidko am BJZ.are wlii jo omoreotlk, kamstruktlvo, dmh tbauebt-pravaflme. Xa kaggomt, rodhors gust slem lm arroelstor. Dmh ta omsuro tbo qudilty ac tbo hlskusslam, aur gahordtlme todg wlii rovlow dii kaggomts dmh gdy ohlt tbog car kidrlty, iometb, dmh roiovdm

Kaggomts tbdt dro avoriy pragatlamdi, godm-splrltoh, ar acc-taplk gdy jo hoiotoh por tbo gahordtars' `uhegomt. Dii pastlmes jokago tbo praporty

Bdrvdrh Juslmoss ̂ ujilsblme.

@ALM XBO KAMSOZ[DXLAM

Xbo Kdso ac tbo ^raffltioss ^K

https://hbr.org/register

https://hbr.org/sign-in

https://hbr.org/topic/customers

https://hbr.org/topic/consumer-electronics?cm_sp=Article-_-Modules-_-Associated%20Topics

https://hbr.org/topic/market-research?cm_sp=Article-_-Modules-_-Associated%20Topics

https://hbr.org/topic/marketing?cm_sp=Article-_-Modules-_-Associated%20Topics

the case of the profitless pc

Documents