Breakthrough change came with the realization that the success of P&G brands depended on eliminating all process that didn't deliver value to brand loyal customer
The promotional frenzy of the late 1970s and 1980s that characterized the retail industry had produced a backlash among brand loyal consumer, who felt they weren't getting fair value day-in, day-out
P&G studies showed that less than half of their promotional dollars were passing through to the consumer and that swings in price were creating variability and massive inefficiency, not only in P&G manufacturing and distribution system but throughout the entire grocery supply chain