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Tapping the full potential of ABC
Joseph A. Ness
Thomas G. Cucuzza

Many companies have used activity-based costing (ABC) in onetime profitability studies to help them decide which products or customers to cut or keep. But ABC can be much more than a superior accounting technique that shows how much money individual products are really making or losing. When ABC is woven into critical management systems, it can serve as a powerful tool for continuously rethinking and dramatically improving not only products and services but also processes and market strategies.
To use ABC in that fashion involves managing in a radically different way. And that, of course, means the people in a business—from the CEO to frontline workers—must change radically, too. No wonder so many companies have found activity-based management so much more difficult to implement than they had imagined.
Thousands of companies have adopted or explored the feasibility of adopting ABC. However, we estimate that no more than 10% of them now use activity-based management in a significant number of their operations. The other 90% have given up, or their programs are stagnating or floundering.
The problem is that managers often do not think of activity-based management as a major organizational-change program. It is. Combing the organization to pinpoint all the useful information about the direct and indirect costs of a product or service is a huge undertaking. So is setting up an information system that can track those cost-contributing activities and present them in formats that employees can use.
Educating employees at all levels about the principles and the mechanics of ABC may be the most difficult task of all. Employees must understand thoroughly what the company is trying to achieve through ABC as well as how to use it in their jobs. They must be convinced that ABC can succeed and that it is

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