Pillars of Success

A business is like a living organism—if one part is weak, the entire system struggles to function. Companies that neglect any of the four pillars often fail to reach their full potential or even collapse. The four pillars are:

While each of the pillars is interconnected and essential to a business's success, customer centricity is the strongest pillar at the center of every business. The needs of the customer inform every aspect of a business. They inform how a business produces its output (Operations), its strategy and overall direction (Leadership), and how it seeks to improve its products, services, or internal processes (Innovation).

Match each real business story below with the pillar of success it represents.

Unlike traditional pharmaceutical companies, Moderna leverages AI, automation, and a digital-first approach to accelerate drug discovery and production. This has contributed to groundbreaking work in personalized medicine, cancer treatment, and infectious diseases. 

Online shoe retailer Zappos has built its brand around exceptional service. It is famous for free shipping both ways, a 365-day return policy, and 24/7 customer support, where representatives are encouraged to go above and beyond. This has led to strong customer loyalty.

Toyota is credited with pioneering the Toyota Production System, which focuses on lean manufacturing, just-in-time inventory, and continuous improvement. This has enabled it to produce high-quality vehicles with minimal cost and waste, making it a world leader in the automotive industry.

Under CEO Bob Iger, Disney became an entertainment empire, acquiring Pixar, Marvel, Star Wars, and 21st Century Fox and also transitioning into the digital streaming era.