Designing the customer-centric organization - Jay R Galbraith

Designing the Customer-Centric Organization offerstodays business leaders a comprehensive customer-centricorganizational model that clearly shows how to put in place aninfrastructure that is organized around the demands of thecustomer. Written by Jay Galbraith (the foremost expert in thefield of organizational design), this important book includes atool that will help determine how customer-centric an organizationis- light-level, medium-level, complete-level, or high-level- andit shows how to ascertain the appropriate level for a particularinstitution. Once the groundwork has been established, the authoroffers guidance for the process of implementing a customer-centricsystem throughout an organization. Designing theCustomer-Centric Organization includes vital information aboutstructure, management processes, reward and management systems, andpeople practices.