Designing the Customer-Centric Organization (PDF)
A Guide to Strategy, Structure, and Process
(Sprache: Englisch)
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...
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...
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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.
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.
Inhaltsverzeichnis zu „Designing the Customer-Centric Organization (PDF)“
Preface. The Author. Introduction. 1. Surviving the Customer Revolution. The Status Quo Has to Go. The Customer-Centric Imperative. The Rise of the Customer Dimension. Strategy and Organization Model. Conclusion. 2. Customer-Centricity: How Much Is Enough? Customer Relationship Strategies. The Strategy Locator. Creating a Lateral Networking Capability. Conclusion. 3. Light-Level Application. Customer Lite. Degussa Automotive Catalysts Division. Learnings and Salient Features. 4. Medium-Level Application. The Global Investment Bank Case. Lessons from IBank. 5. Complete-Level Application. Complex Solutions and Customer-Centric Organizations. IBM. Lessons Learned. 6. Alternate High-Level Solutions Companies. Nokia Networks. Procter & Gamble. The Capability That Citibank Built. How to Manage the Change Process. Conclusion. 7. Designing a Customer-Centric Organization. The Semiconductor Company. Learnings and Salient Points. 8. Leading Through Management Processes. Leading Strategic Change. Linking Processes. Reconciling Strategies. Portfolio Planning and Solutions Development. Opportunity Management Process. Conclusion. References. Index.
Autoren-Porträt von Jay R. Galbraith
The AuthorJay R. Galbraith is a senior research scientist at the Center for Effective Organizations at the University of Southern California. He is professor emeritus at the International Institute for Management Development in Lausanne, Switzerland. Galbraith is the author of numerous books, including Designing Organizations, Designing the Global Corporation, and Tomorrow's Organization, all from Jossey-Bass.
Bibliographische Angaben
- Autor: Jay R. Galbraith
- 2005, 1. Auflage, 208 Seiten, Englisch
- Verlag: John Wiley & Sons
- ISBN-10: 0787979589
- ISBN-13: 9780787979584
- Erscheinungsdatum: 05.07.2005
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- Größe: 1.35 MB
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Sprache:
Englisch
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