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Home > Business and Economics > Business and Management > Business strategy > Untangling Organizational Gridlock: Strategies for Building a Customer Focus
Untangling Organizational Gridlock: Strategies for Building a Customer Focus

Untangling Organizational Gridlock: Strategies for Building a Customer Focus


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About the Book

Why do so many service organizations suffer from poor performance? Is it for the want of resources/people, time, funding, or knowledge? How can service and manufacturing organizations meet the raised expectations of today's customer and take control of issues that have long fuelled the customers' discontent? Bechtell tells us that the answer to all these questions is change. As customers insist that both public and private sector organizations simultaneously improve quality and reduce costs or risk losing business, service and manufacturing organizations are under the gun to change. Part I of Untangling Organizational Gridlock describes a customer-focused quality improvement strategy to untangle organizational gridlock, leverage your existing resources, and radically improve performance. It will help you answer the following questions. Does quality improvement have a payoff for my organization? How can it help me build a competitive advantage? How is customer-focused quality different from the way we operate now? How can I begin the continuous improvement journey? Part II of Untangling Organizational Gridlock addresses the dynamic cultural and managerial processes surrounding organizational change. Specifically, it will answer the following questions. How can I accelerate the speed with which my organization and I adopt new perspectives and learn new behaviors? How can I anticipate critical junctures in the change process? What am I doing that may be getting in the way of my effectiveness as a leader? How can I maintain the gains?

About the Author :
Michele L. Bechtell is founder and principal of Bechtell Associates, an Atlanta-based consulting firm specializing in large-scale organizational change for performance improvement.


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Product Details
  • ISBN-13: 9781842180440
  • Publisher: Blackhall Publishing Ltd
  • Publisher Imprint: Blackhall Publishing Ltd
  • Edition: Revised edition
  • Sub Title: Strategies for Building a Customer Focus
  • ISBN-10: 1842180444
  • Publisher Date: /04/2002
  • Binding: Paperback
  • Height: 234 mm
  • Width: 156 mm


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