The need for customer friendly organizations exists across fields
and industries. Corporate leaders have long known the value of
customer support. Even public agency leaders increasingly recognize
the need to offer better service to citizens. This book presents
the organizational architecture of customer friendly organizations.
How do some private companies and public agencies become customer
friendly-by accident or design? Academics and practicing managers
know that organizational design affects behavior. This book helps
us understand how we develop high performance organizations-in this
case, organizations that consistently deliver high quality service.
It builds on the theory and application of "systems thinking" to
organization design and behavior by showing how products,
structure, psychological climate, culture, and leadership work
together to produce customer friendly experiences. Beginning with
the architectural model, the book offers a series of cases to
illustrate the application: hospital, auto manufacturer, airline,
hotel, bank, university, and library.
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