Argyris described a method for improving the thinking and decision-making of executive groups that involved engaging them both collectively and individually as a coach-facilitator, giving them feedback, challenging their thinking and using focused exercises to help them reflect on how they operate.

FORBES

These responses reflect business organizations that are more focused on complying and reporting rather than engaging in CSR and sustainability.

FORBES: Translating CSR Can Mean A Battle Between Compliance and Engagement

What is new is making customer delight the driving force of everything the firm does (not just one of many things to be focused on) AND changing all the management roles, systems, values and communications to reflect that goal.

FORBES: HBR Celebrates Its Graveyard Of Obsolete Management Ideas