Designing the Customer-Centric Organization: A Guide to Strategy, Structure, and Process by Jay R. Galbraith

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Synopsis

Galbraith (International Institute for Management Development, Lausanne, Switzerland) presents results from a three-year research study with McKinsey Organization Design Practice in which he studied 15 companies that manage organizational complexity around customer demands. This book contains case studies of a variety of organizations including IBM, Nokia Networks, Proctor and Gamble, and Citibank. In addition, the author presents tools for determining how customer-centric an organization is and should be, along with guidance for implementing a customer-centric system throughout an organization, including information about structure, management processes, reward and management systems, and people practices. Annotation ©2005 Book News, Inc., Portland, OR

Biography

Jay R. Galbraith is a senior research scientist at the Center for Effective Organizations at the University of Southern California. He is professor emeritus at the International Institute for Management Development in Lausanne, Switzerland. Galbraith is the author of numerous books, including Designing Organizations, Designing the Global Corporation, and Tomorrow's Organization, all from Jossey-Bass.