Richard Normann (Finland, 1943 - Paris, November 18, 2003) was a Swedish

management Management (or managing) is the administration of an organization, whether it is a business, a nonprofit organization, or a government body. It is the art and science of managing resources of the business. Management includes the activities o ...

consultant and researcher early in the development of theories of

service management Service management in the manufacturing context, is integrated into supply chain management as the intersection between the actual sales and the customer point of view. The aim of high-performance service management is to optimize the service- ...

, interactive strategy, and offerings.

Biography

Normann received his MBA and then PhD in Business Economics in 1975 at

Lund University , motto = Ad utrumque , mottoeng = Prepared for both , established = , type = Public research university , budget = SEK 9 billion Scandinavian Institutes of Administrative Research (SIAR) Scandinavian Institutes for Administrative Research (SIAR) was a Swedish consulting company and research institute founded by the late Professor Eric Rhenman in the mid-1960s. From 1966 to 1971 SIAR was a research institute. During the 1970s the pr ...

and was its president from 1976 to 1980. He was also a visiting professor at the

Copenhagen Business School Copenhagen Business School (Danish'': Handelshøjskolen i København'') often abbreviated and referred to as CBS (also in Danish), is a public university situated in Copenhagen, Denmark and is considered one of the most prestigious business schoo ...

and visiting scholar at

Harvard Business School Harvard Business School (HBS) is the graduate business school of Harvard University, a private research university in Boston, Massachusetts. It is consistently ranked among the top business schools in the world and offers a large full-time MBA p ...

. Being the founder of Service Management Group, SMG in 1980, he later also founded the

strategy consulting Management consulting is the practice of providing consulting services to organizations to improve their performance or in any way to assist in achieving organizational objectives. Organizations may draw upon the services of management consultants ...

firm NormannPartners that bear his conceptual legacy today. Normann was the one who in the 1970s introduced the concept of mission. He was, among other things, strategy consultant for SAS when the airline in the 1980s, during

Jan Carlzon Jan Gösta Carlzon, né ''Karlsson'' (born 25 June 1941) is a Swedish businessman. He is most noted for being chief executive officer of SAS Group from 1981 to 1994.Jan Carlzon interview with Bob Thompson, ''CustomerThink.com'', March 7, 200/ref> ...

CEO's time, developing the idea, together with Denis Boyle o
"moments of truth"
oriented toward business travelers and customers. Green Templeton College, at Oxford University, honors his memory with th

In the introduction to ''Reframing Business'',

Henry Mintzberg Henry Mintzberg (born September 2, 1939) is a Canadian academic and author on business and management. He is currently the Cleghorn Professor of Management Studies at the Desautels Faculty of Management of McGill University in Montreal, Quebec, C ...

cites Normann as a "significant scholar", "using the consulting opportunity to advance general scholarship, namely our understanding of how this world works".

Publications

* 1984. Service Management. Chichester: John Wiley & Sons. he seminal work. * 1989 (with Rafael Ramírez) “A Theory of the Offering: Toward a Neo-Industrial Business Strategy.” I
''Strategy Organisation Design, and Human Resource Management''
ed. Charles C. Snow, 111–128. J.A.I. Press. . * 199
''Service Management: Strategy and Leadership in Service Business''
* 1993 (with Rafael Ramirez)
"Designing Interactive Strategy"
''Harvard Business Review'' * 1994 (with Solveig Wikström
''Knowledge and Value: A New Perspective on Corporate Transformation''
* 1998 (with Rafael Ramirez
''Designing interactive strategy: from value chain to value constellation''
* 200
''Reframing Business: When the Map Changes the Landscape''
* 2006 (with Niklas Arvidsson)
''People as care catalysts: from being patient to becoming healthy''

References

{{DEFAULTSORT:Normann, Richard Management consultants 1943 births 2003 deaths Swedish consultants