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100721s2010 mau eng |
| 020 |
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|a 1422117219 (hbk.)
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| 020 |
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|a 9781422117217 (hbk.)
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|a HF5415.5
|b .G85 2010
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|a HF5415.5
|b .G85 2010
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|a Gulati, Ranjay ,
|e author
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|a Reorganize for resilience :
|b putting customers at the center of your business
|c Ranjay Gulati
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| 260 |
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|a Boston, Mass. :
|b Harvard Business Press ,
|c c2009
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| 300 |
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|a 270 p. :
|b ill. ;
|c 24 cm.
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| 504 |
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|a Includes bibliographical references and index
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|a 1. Introduction : resilience in turbulent markets : from inside-out to outside-in -- 2. Building a resilient organization : the process and the tools for systemic integration -- 3. Lever 1 : coordination : aligning activities and information around the customer axis -- 4. Lever 2 : cooperation : ensuring attitudes and behaviors are customer focused -- 5. Lever 3 : clout : empowering customer champions -- 6. Lever 4 : capabilities : developing the skills to cope with changing customer needs -- 7. Lever 5 : connections : forging external links to stay focused and agile -- 8. Conclusion : road to greater customer centricity : mapping the journey to greater resilience
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| 520 |
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|a "In Reorganize for Resilience, strategy and organizational behavior expert Ranjay Gulati reveals how resilient companies prosper in both good times and bad - driving growth and increasing profitability by immersing themselves in the lives of their customers. Instead of pushing their own offerings on customers, these firms work from the outside in: identifying current and potential customer problems and then providing seamless, integrated products and services that address them." "Based on more than a decade of research in a variety of industries, this implementation focused guide shows how resilient companies break down internal barriers that impede action, build bridges across divisions, and create a network of collaborators. Using examples from companies including Cisco Systems, Lafarge, Starbucks, Best Buy, and Jones Lang LaSalle, Gulati describes the five key levers that together help create a resilient organization: coordination, cooperation, clout, capability, and connection."--BOOK JACKET
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| 650 |
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|a Customer relations
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| 650 |
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|a Customer services
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| 650 |
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|a Organizational change
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| 999 |
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|a 1000134899
|b Book
|c OPEN SHELF (30 DAYS)
|e Gong Badak Campus
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