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Becoming Customer-Focused

Becoming Customer-Focused. A study in organisational transformation. A typical organisation diagram. Owner. Chief Executive. Senior Management Team. Looks familiar?. Middle Management Team. Section Leaders. Front-Line Staff. Customers. Just another brick in the wall?.

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Becoming Customer-Focused

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  1. Becoming Customer-Focused A study in organisational transformation

  2. A typical organisation diagram Owner Chief Executive Senior Management Team Looks familiar? Middle Management Team Section Leaders Front-Line Staff Customers

  3. Just another brick in the wall? A typical organisation diagram Owner Chief Executive Senior Management Team Looks familiar? Middle Management Team Section Leaders Front-Line Staff Customers

  4. Let’s make some changes … Owner Chief Executive Senior Management Team Middle Management Team Section Leaders Front-Line Staff Customers

  5. Looking good … Customers Customers

  6. Customers Front-LineStaff Owner Customers SectionLeaders ChiefExecutive Senior ManagementTeam MiddleManagementTeam Looking good … Now with customer focus … MiddleManagement Team SeniorManagementTeam Customers Front-LineStaff ChiefExecutive SectionLeaders Owner

  7. Now with customer focus … Customers Front-LineStaff Owner Customers SectionLeaders ChiefExecutive Senior ManagementTeam MiddleManagementTeam

  8. Done! Front-LineStaff Owner Customers SectionLeaders ChiefExecutive Senior ManagementTeam MiddleManagementTeam

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