Competetive Advantage through Mass Customisation -- Reading and assessment instructions -- Contents -- Introduction -- Why mass customisation? -- The objectives of this book -- What does self-assessment mean for an organisation? -- What can you gain? -- The Business Excellence Framework -- The 9 principles of Business Excellence -- Mass-customisation development programme and the Business Excellence Framework -- Assessment criteria -- Assessment instructions -- You can learn from those who have better or even just different ways of working -- 1.Leadership -- 2.Planning and launching the development project -- 3.Determining external and internal customer needs and expectations -- 4.Defining and Modelling External Customer Requirements -- 6.Sales Design of the Product -- 7.Developing the Processes -- 8.Project Follow-up -- 9.Results and Sustainable Performance through Mass Customisation -- Authors -- Development training -- ChangeManager Pro Products.