Title: Designing the Customer-Centric Organization: A Guide to Strategy, Structure, and Process (Jossey-Bass Business & Management)
Publisher: Jossey-Bass
Publication Date: 2005
Language: English
ISBN 10: 0787979198
ISBN 13: 9780787979195
Binding: Hardcover
Condition: Good

About this title

Synopsis

Designing the Customer-Centric Organization offers today�??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.

About the Author

The Author

Jay 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.

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