Richard Normann (Finland, 1943 - Paris, November 18, 2003) was a Swedish
management
Management (or managing) is the administration of organizations, whether businesses, nonprofit organizations, or a Government agency, government bodies through business administration, Nonprofit studies, nonprofit management, or the political s ...
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
Lund University () is a Public university, public research university in Sweden and one of Northern Europe's oldest universities. The university is located in the city of Lund in the Swedish province of Scania. The university was officially foun ...
, leading to a professorship. He was soon working at management consultancy
Scandinavian Institutes of Administrative Research (SIAR) and was its president from 1976 to 1980. He was also a visiting professor at the
Copenhagen Business School and visiting scholar at
Harvard Business School
Harvard Business School (HBS) is the graduate school, graduate business school of Harvard University, a Private university, private Ivy League research university. Located in Allston, Massachusetts, HBS owns Harvard Business Publishing, which p ...
. Being the founder of Service Management Group, SMG in 1980, he later also founded the
strategy consulting 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 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 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
Lund University alumni