Does the customer invent new product or service? The customer generates nothing. No customer asked for electric lights. There was gas and gas mantles, which gave good light.
You have to manage a system. The system doesn't manage itself.
It is not necessary to change. Survival is not mandatory.
If you do not know how to ask the right question, you discover nothing.
Management's job is to optimize the whole system.
The average American worker has fifty interruptions a day, of which seventy percent have nothing to do with work.