Chris Busch pointed me to a great article @ BusinessWeek|online.

The Empathy Economy
"Design thinking" can create rewarding experiences for consumers -- the key to earnings growth and an edge that outsourcing can't beat

You can't Six Sigma your way to high-impact innovation, but you can design your company to generate products and services that provide great consumer experiences, top-line revenue growth, and fat profit margins. That's the sometimes-painful message CEOs in America are learning today.

-or-

You can't Six Sigma your way to high-impact innovation, but you can design your church to generate products and services that provide great consumer experiences, top of the line attendance growth, and huge spiritual growth. That's the sometimes-painful message Sr. Pastors in America are learning today.

Read the rest of the article, it is very good. [link]