Here's a great Harvard Business Review article from 2005, courtesy of my SAP Business Flash newsletter. The article - Innovation versus Complexity: What Is Too Much of a Good Thing? by Mark Gottfredson and Keith Aspenall - discusses the true costs of complexity and explains how organizations can define their "innovation fulcrum" to create a customer offering that is both complete and profitable. A 10-page PDF that's a great read for retailers and manufacturers alike.