Customer Value, Shareholder Wealth, Community Wellbeing A Roadmap fo
This book provides a roadmap for leaders of listed companies to follow in order to build enduring institutions that create value for customers and wealth for shareholders on an ongoing basis, in ways that also enhance the wellbeing of all other legitimate
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Denis Kilroy • Marvin Schneider
Customer Value, Shareholder Wealth, Community Wellbeing A Roadmap for Companies and Investors
Denis Kilroy The KBA Consulting Group Melbourne, Victoria, Australia
Marvin Schneider The KBA Consulting Group Melbourne, Victoria, Australia
ISBN 978-3-319-54773-2 DOI 10.1007/978-3-319-54774-9
ISBN 978-3-319-54774-9 (eBook)
Library of Congress Control Number: 2017948734 © The Editor(s) (if applicable) and The Author(s) 2017 This work is subject to copyright. All rights are solely and exclusively licensed by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. The publisher, the authors and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication. Neither the publisher nor the authors or the editors give a warranty, express or implied, with respect to the material contained herein or for any errors or omissions that may have been made. The publisher remains neutral with regard to jurisdictional claims in published maps and institutional affiliations. Cover illustration: Alamy image HDE2MP, “Andrei Kukla / Alamy Stock Vector” Printed on acid-free paper This Palgrave Macmillan imprint is published by Springer Nature The registered company is Springer International Publishing AG The registered company address is: Gewerbestrasse 11, 6330 Cham, Switzerland
Embracing inclusive capitalism by transforming listed companies into enduring institutions that continually seek to create value for customers, build wealth for shareholders and enhance the wellbeing of the wider community
To our teachers… …for Denis at Lambton Primary School, Newcastle Boys’ High School, The Royal Australian Naval College, The University of New South Wales and the Royal Naval Engineering College; …and for Marvin at Cooke Point Primary School, Hedland Senior High School, St Peter’s Lutheran College, The University of Central Queensland and The Australian Graduate School of Management; These teachers collectively engendered in us a love and respect for both the science of mathematics and the art of communicating with the written word.
Foreword from a Business Leader
BRIAN HARTZER Managing Director and Chief Executive Officer Westpac Banking Corporation One of the most fundamental questions that confronts a new management team is ‘what is our job?’ Or, said another way, ‘what are we here to do – on what basis should our s
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