Conceptual Change Examples

Although Sam Walton’s operating and customer service breakthroughs at Wal-Mart occurred long before definition of the TPP, his visionary top-level concept for Wal-Mart that supported its strategic direction of serving customers with low-cost, high-quality goods is an excellent example of conceptual change.

His vision turned the common slogan customer driven into reality by persuading manufacturers, wholesalers, retailers, and consumers to see themselves as “parts of a single customer-focused process rather than as participants in a series of transactions.”^[14] His all-encompassing concept formed the context for development of supporting practices and systems.