Customer-Centered RE-Engineering

By: Crego

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Hardcover | 1 June 1994

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Hardcover
240 Pages

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23.5 x 15.88 x 1.27

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Customer-Centered Reengineering shows organizations how to reinvent themselves from the outside in, by realigning strategy, structure, systems, and people to put the customer at the center of their "universe."

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Non-Fiction Business & Management Entrepreneurship / Start-ups Sales & Marketing Customer Services

There's Something Happening Here	p. 1
The Glass Container Capital of the World	p. 1
For Whom the Bell Tolls	p. 2
Remapping Errors	p. 3
Life Cycles, Shock Waves, and Breakpoints	p. 4
From Megatrends to Microfocus	p. 6
Fad-Based Failure Cycle	p. 9
Downsizing	p. 9
Total Quality Management	p. 10
Reengineering	p. 10
Critical Success Factors for Organizational Change	p. 11
The Reinvention Imperative	p. 12
It's the Customer, Stupid!	p. 15
Mirror, Mirror on the Wall	p. 15
P. T. Barnum Was Wrong	p. 16
Learning the 3 R's	p. 17
Recognizing the Need for Customer Delight and Loyalty	p. 19
The 21st Century Imperative: Total Customer Value	p. 21
Joint Value Creation: The Future Advantage	p. 23
Reengineering the Organization's Mental Map	p. 24
Adopting Customer-Centered Management Systems	p. 27
Implications for Reengineering	p. 28
Reinventing Reengineering	p. 30
Ghostbusters	p. 30
The Paradigm Paradox	p. 31
Customer-Centered Reengineering	p. 33
The Building Blocks of Customer Value	p. 35
Triangulating for Total Customer Value	p. 42
Triangulation Up Top and Down Under	p. 42
IDS Financial Services: Case Study	p. 42
Australian Department of Arts and Administrative Services: Case Study	p. 44
Recasting Strategy	p. 46
Redesigning Systems	p. 47
Reshaping Structure	p. 49
Reawakening People	p. 49
Remapping the Organization	p. 50
Building the Customer-Centered Reengineering Superhighway	p. 53
Continuous Innovation and Knowledge Creation	p. 55
The Windmills of the Mind	p. 56
Watt Do You Know?	p. 56
The Psychology of Change	p. 58
Individual Barriers to Change: Mind Games	p. 60
The Thinking Trap	p. 61
The Values, Attitudes, and Beliefs Trap	p. 63
The Feelings Trap	p. 64
Team Barriers to Change: Working on the Chain Gang	p. 64
Group Think	p. 65
Team Myth	p. 65
Role Rigidity	p. 66
Organizational Barriers to Change: Knee Deep in the Big Muddy	p. 67
Executive Wrong Headedness	p. 67
Silo Management	p. 69
Hardened Arteries	p. 69
Breaking Down the Barriers: Please Release Me	p. 70
Managing the Transition: Unchained Melody	p. 72
Guidelines for Transition Management	p. 73
Sailing the Seven C's	p. 75
Sinking Ships	p. 75
Riders in the Reign: Customer Value Champions	p. 76
Changes and Change Management: The Seven C's	p. 78
Closeness	p. 79
Clarity	p. 80
Courage	p. 80
Creativity	p. 81
Competencies	p. 82
Commitment	p. 83
Consistency	p. 84
The Heart of the Matter	p. 86
Grateful to Be Dead	p. 86
Segments in Cement	p. 87
Customer-Centered Segmentation	p. 90
Up Close and Personal	p. 93
From a Distance	p. 94
Customers Are People, Not Accounts	p. 95
Working the Middle	p. 97
Why Not Employee Satisfaction?	p. 98
Yet Another Customer--Doing Well by Doing Good	p. 99
Bottom-Line Customers--Shareholders	p. 100
Guidelines for Getting to the Heart of the Matter: Building Closeness	p. 101
I Can See Clearly Now	p. 102
One Man's Ceiling Is Another Man's Floor	p. 102
Flawed Vision	p. 103
The Vision Thing	p. 104
Running the Three-Minute Mile	p. 105
The Missing Link	p. 107
Cost Leadership	p. 108
Differentiation	p. 108
Focus	p. 109
The Road Goes on Forever	p. 109
Guidelines for Seeing Clearly: Building Clarity	p. 111
Sit Down, You're Rocking the Boat	p. 113
Forests and Trees	p. 113
Is Courage Academic?	p. 114
Captains Courageous	p. 116
Rearranging the Deck Chairs	p. 117
Courage--Outsider Style	p. 118
Profiles in Courage: A Self-Test	p. 119
Courage in Action	p. 120
Guidelines for Rocking the Boat: Building Courage	p. 122
Imagine There's No	p. 124
Whole Brain Reengineering	p. 124
Hampers, Harnesses, and Hamstrings	p. 124
Creative Characteristics	p. 126
Playing in the Three I League	p. 127
Creativity Is Not Enough	p. 129
Creativity in Action	p. 131
Strategy	p. 131
Structure	p. 131
Systems	p. 132
People	p. 133
Guidelines for Imagining: Building Creativity	p. 134
I Could Be Centerfield	p. 136
An IQ of 1,000,000	p. 136
Learning Institutions Are Not Necessarily Learning Organizations	p. 136
Teach a Man to Fish	p. 139
Realizing the Learning Advantage: The Johnsonville Story	p. 140
Other Learning Stars	p. 142
Organizational Learning and Reengineering	p. 144
Rethinking Strategy	p. 144
Redesigning Systems	p. 145
Reawakening People	p. 146
Guidelines for Playing Centerfield: Building Competencies	p. 146
Stand by Your Plan	p. 148
Lost in the Desert	p. 148
Making Choices, Staying the Course	p. 149
Turning the Ocean Liner	p. 151
Reshaping Structure	p. 151
Redesigning Systems	p. 152
Recasting Strategy	p. 153
Reawakening People	p. 154
Commitment to Strategy	p. 154
Commitment to Systems	p. 156
Commitment to Structure	p. 157
Commitment to People	p. 158
Guidelines for Standing by Your Plan: Building Commitment	p. 159
Tell It Like It is	p. 161
Happy Thanksgiving! Merry Christmas!	p. 161
The Veritable Organization	p. 163
Creating Meaning	p. 165
Managing Messages	p. 167
The Three R's Revisited	p. 169
Creating Culture	p. 170
Consistency in Action	p. 172
Guidelines for Telling It Like It Is: Building Consistency	p. 174
Taking It to the Streets	p. 176
Don't Be a Scorekeeper	p. 176
The Soul of a Reengineer	p. 177
Developing the Remapping Plan	p. 178
Secrets to Success on the Customer-Centered Reengineering Superhighway	p. 181
Land Mines on the Customer-Centered Reengineering Superhighway	p. 182
Taking the Journey: Fission or Fusion	p. 183
Implementation Guide: The Map for Remapping	p. 184
The Customer Mantra	p. 184
Customer-Centering Precepts and Perspective	p. 185
The Process for Remapping	p. 186
Organizational Readiness	p. 187
Planning to Reengineer	p. 189
Communication and Training	p. 192
Strategic Assessment	p. 194
Strategic Remapping Plan	p. 199
Redesigning Systems	p. 200
Implementing Change	p. 207
Conclusion	p. 208
Index	p. 215
List of Other Books	p. 221
Table of Contents provided by Syndetics. All Rights Reserved.

Customer-Centered RE-Engineering

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