Designing the Customer-Centric Organization

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Designing the Customer-Centric Organization offerstodayâ??s 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.

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Jay R. Galbraith

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Business & Management Human Resource Management Personalmanagement Personalwesen Sales Management Strategic Management Strategisches Management Unternehmensstrategie Verkaufsleitung Wirtschaft u. Management

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"Jay Galbraith has once again tackled a complex subject and made itnot only clear but deeply engaging for his readers. The result isan excellent practical road map for organizations trying to developcustomer-centric solutions." --Israel Makov, president and CEO, Teva Pharmaceutical IndustriesLtd. "Jay Galbraith is one of the world's premier experts inorganization design, having vast knowledge of both the theory andpractice of creating sustainable competitive advantage. P&G'snew organization structure is producing significant competitiveadvantage, and uses many of the concepts of customer-centricitydetailed by Jay." --Keith E. Lawrence, director of human resources, Global Beauty,P&G "In a world where business success or failure is increasinglydependent on a company's ability to align its resourcesaround the customer, this book is a must-read that describes invery practical terms how large organizations can cope with thisadded dimension." --Gerard J. Kleisterlee, president and CEO, Royal PhilipsElectronics "Galbraith provides an excellent framework for navigatingthrough the complex organization decisions and process required tosuccessfully lead an enterprise from product to customercentricity." --Vincent Roche, vice president, Global Sales, Analog DevicesInc. "Jay Galbraith has once again written a path-breaking book onorganizational design. He has put the customer squarely in focus,and developed a new paradigm for the design of effectiveorganizational based on this. Thus, a strong sense of relevantorganizational purpose is achieved, based on creating valuevis-à-vis the customer. A landmark book." --Peter Lorange, president, International Institute for ManagementDevelopment, Lausanne, Switzerland
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