Designing the Customer-Centric Organization: A Guide to Strategy, Structure, and ProcessISBN: 978-0-7879-7919-5
Hardcover
208 pages
April 2005, Jossey-Bass
This is a Print-on-Demand title. It will be printed specifically to fill your order. Please allow an additional 10-15 days delivery time. The book is not returnable.
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Designing the Customer-Centric Organization offers
todayâ??s business leaders a comprehensive customer-centric
organizational model that clearly shows how to put in place an
infrastructure that is organized around the demands of the
customer. Written by Jay Galbraith (the foremost expert in the
field of organizational design), this important book includes a
tool that will help determine how customer-centric an organization
is- light-level, medium-level, complete-level, or high-level- and
it shows how to ascertain the appropriate level for a particular
institution. Once the groundwork has been established, the author
offers guidance for the process of implementing a customer-centric
system throughout an organization. Designing the
Customer-Centric Organization includes vital information about
structure, management processes, reward and management systems, and
people practices.