Library of American University of Madaba
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Gulati, Ranjay.
Reorganize for resilience : putting customers at the center of your business / (Re)(organize) for resilience Ranjay Gulati. - Boston, Mass. : Harvard Business Press, 2009. - 270 p. : ill. ; 24 cm.
Includes bibliographical references and index.
Introduction : resilience in turbulent markets : from inside-out to outside-in -- Building a resilient organization : the process and the tools for systemic integration -- Lever 1 : coordination : aligning activities and information around the customer axis -- Lever 2 : cooperation : ensuring attitudes and behaviors are customer focused -- Lever 3 : clout : empowering customer champions -- Lever 4 : capabilities : developing the skills to cope with changing customer needs -- Lever 5 : connections : forging external links to stay focused and agile -- Conclusion : road to greater customer centricity : mapping the journey to greater resilience.
9781422117217 (hardcover : alk. paper) 1422117219 (hardcover : alk. paper)
Customer services.
Customer relations.
Organizational change.
HF5415.5 / .G85 2009
658.812 / G971
Reorganize for resilience : putting customers at the center of your business / (Re)(organize) for resilience Ranjay Gulati. - Boston, Mass. : Harvard Business Press, 2009. - 270 p. : ill. ; 24 cm.
Includes bibliographical references and index.
Introduction : resilience in turbulent markets : from inside-out to outside-in -- Building a resilient organization : the process and the tools for systemic integration -- Lever 1 : coordination : aligning activities and information around the customer axis -- Lever 2 : cooperation : ensuring attitudes and behaviors are customer focused -- Lever 3 : clout : empowering customer champions -- Lever 4 : capabilities : developing the skills to cope with changing customer needs -- Lever 5 : connections : forging external links to stay focused and agile -- Conclusion : road to greater customer centricity : mapping the journey to greater resilience.
9781422117217 (hardcover : alk. paper) 1422117219 (hardcover : alk. paper)
Customer services.
Customer relations.
Organizational change.
HF5415.5 / .G85 2009
658.812 / G971