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Customer-Centered RE-Engineering - Crego

Customer-Centered RE-Engineering

By: Crego

Hardcover Published: 1st June 1994
ISBN: 9780786302987
Number Of Pages: 240

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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."

There's Something Happening Herep. 1
The Glass Container Capital of the Worldp. 1
For Whom the Bell Tollsp. 2
Remapping Errorsp. 3
Life Cycles, Shock Waves, and Breakpointsp. 4
From Megatrends to Microfocusp. 6
Fad-Based Failure Cyclep. 9
Downsizingp. 9
Total Quality Managementp. 10
Reengineeringp. 10
Critical Success Factors for Organizational Changep. 11
The Reinvention Imperativep. 12
It's the Customer, Stupid!p. 15
Mirror, Mirror on the Wallp. 15
P. T. Barnum Was Wrongp. 16
Learning the 3 R'sp. 17
Recognizing the Need for Customer Delight and Loyaltyp. 19
The 21st Century Imperative: Total Customer Valuep. 21
Joint Value Creation: The Future Advantagep. 23
Reengineering the Organization's Mental Mapp. 24
Adopting Customer-Centered Management Systemsp. 27
Implications for Reengineeringp. 28
Reinventing Reengineeringp. 30
Ghostbustersp. 30
The Paradigm Paradoxp. 31
Customer-Centered Reengineeringp. 33
The Building Blocks of Customer Valuep. 35
Triangulating for Total Customer Valuep. 42
Triangulation Up Top and Down Underp. 42
IDS Financial Services: Case Studyp. 42
Australian Department of Arts and Administrative Services: Case Studyp. 44
Recasting Strategyp. 46
Redesigning Systemsp. 47
Reshaping Structurep. 49
Reawakening Peoplep. 49
Remapping the Organizationp. 50
Building the Customer-Centered Reengineering Superhighwayp. 53
Continuous Innovation and Knowledge Creationp. 55
The Windmills of the Mindp. 56
Watt Do You Know?p. 56
The Psychology of Changep. 58
Individual Barriers to Change: Mind Gamesp. 60
The Thinking Trapp. 61
The Values, Attitudes, and Beliefs Trapp. 63
The Feelings Trapp. 64
Team Barriers to Change: Working on the Chain Gangp. 64
Group Thinkp. 65
Team Mythp. 65
Role Rigidityp. 66
Organizational Barriers to Change: Knee Deep in the Big Muddyp. 67
Executive Wrong Headednessp. 67
Silo Managementp. 69
Hardened Arteriesp. 69
Breaking Down the Barriers: Please Release Mep. 70
Managing the Transition: Unchained Melodyp. 72
Guidelines for Transition Managementp. 73
Sailing the Seven C'sp. 75
Sinking Shipsp. 75
Riders in the Reign: Customer Value Championsp. 76
Changes and Change Management: The Seven C'sp. 78
Closenessp. 79
Clarityp. 80
Couragep. 80
Creativityp. 81
Competenciesp. 82
Commitmentp. 83
Consistencyp. 84
The Heart of the Matterp. 86
Grateful to Be Deadp. 86
Segments in Cementp. 87
Customer-Centered Segmentationp. 90
Up Close and Personalp. 93
From a Distancep. 94
Customers Are People, Not Accountsp. 95
Working the Middlep. 97
Why Not Employee Satisfaction?p. 98
Yet Another Customer--Doing Well by Doing Goodp. 99
Bottom-Line Customers--Shareholdersp. 100
Guidelines for Getting to the Heart of the Matter: Building Closenessp. 101
I Can See Clearly Nowp. 102
One Man's Ceiling Is Another Man's Floorp. 102
Flawed Visionp. 103
The Vision Thingp. 104
Running the Three-Minute Milep. 105
The Missing Linkp. 107
Cost Leadershipp. 108
Differentiationp. 108
Focusp. 109
The Road Goes on Foreverp. 109
Guidelines for Seeing Clearly: Building Clarityp. 111
Sit Down, You're Rocking the Boatp. 113
Forests and Treesp. 113
Is Courage Academic?p. 114
Captains Courageousp. 116
Rearranging the Deck Chairsp. 117
Courage--Outsider Stylep. 118
Profiles in Courage: A Self-Testp. 119
Courage in Actionp. 120
Guidelines for Rocking the Boat: Building Couragep. 122
Imagine There's Nop. 124
Whole Brain Reengineeringp. 124
Hampers, Harnesses, and Hamstringsp. 124
Creative Characteristicsp. 126
Playing in the Three I Leaguep. 127
Creativity Is Not Enoughp. 129
Creativity in Actionp. 131
Strategyp. 131
Structurep. 131
Systemsp. 132
Peoplep. 133
Guidelines for Imagining: Building Creativityp. 134
I Could Be Centerfieldp. 136
An IQ of 1,000,000p. 136
Learning Institutions Are Not Necessarily Learning Organizationsp. 136
Teach a Man to Fishp. 139
Realizing the Learning Advantage: The Johnsonville Storyp. 140
Other Learning Starsp. 142
Organizational Learning and Reengineeringp. 144
Rethinking Strategyp. 144
Redesigning Systemsp. 145
Reawakening Peoplep. 146
Guidelines for Playing Centerfield: Building Competenciesp. 146
Stand by Your Planp. 148
Lost in the Desertp. 148
Making Choices, Staying the Coursep. 149
Turning the Ocean Linerp. 151
Reshaping Structurep. 151
Redesigning Systemsp. 152
Recasting Strategyp. 153
Reawakening Peoplep. 154
Commitment to Strategyp. 154
Commitment to Systemsp. 156
Commitment to Structurep. 157
Commitment to Peoplep. 158
Guidelines for Standing by Your Plan: Building Commitmentp. 159
Tell It Like It isp. 161
Happy Thanksgiving! Merry Christmas!p. 161
The Veritable Organizationp. 163
Creating Meaningp. 165
Managing Messagesp. 167
The Three R's Revisitedp. 169
Creating Culturep. 170
Consistency in Actionp. 172
Guidelines for Telling It Like It Is: Building Consistencyp. 174
Taking It to the Streetsp. 176
Don't Be a Scorekeeperp. 176
The Soul of a Reengineerp. 177
Developing the Remapping Planp. 178
Secrets to Success on the Customer-Centered Reengineering Superhighwayp. 181
Land Mines on the Customer-Centered Reengineering Superhighwayp. 182
Taking the Journey: Fission or Fusionp. 183
Implementation Guide: The Map for Remappingp. 184
The Customer Mantrap. 184
Customer-Centering Precepts and Perspectivep. 185
The Process for Remappingp. 186
Organizational Readinessp. 187
Planning to Reengineerp. 189
Communication and Trainingp. 192
Strategic Assessmentp. 194
Strategic Remapping Planp. 199
Redesigning Systemsp. 200
Implementing Changep. 207
Conclusionp. 208
Indexp. 215
List of Other Booksp. 221
Table of Contents provided by Syndetics. All Rights Reserved.

ISBN: 9780786302987
ISBN-10: 0786302984
Audience: Professional
Format: Hardcover
Language: English
Number Of Pages: 240
Published: 1st June 1994
Publisher: McGraw-Hill Education - Europe
Country of Publication: US
Dimensions (cm): 23.5 x 15.88  x 1.27
Weight (kg): 0.48