rdf-syntax-grammar
mods:
  schema location: http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
  title info:
    title: Reorganize for resilience
    sub title: putting customers at the center of your business
  name:
    name part: Gulati, Ranjay
    role:
      role term: creator
    role:
      role term: author
  type of resource: text
  origin info:
    place:
      place term: mau
    place:
      place term: Boston, Mass
    publisher: Harvard Business Press
    date issued: c2009
    date issued: 2010
    issuance: monographic
  language:
    language term: eng
  physical description:
    form: print
    extent: 270 p. : ill. ; 24 cm.
  abstract: "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
  table of contents: 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
  note: Ranjay Gulati
  note: Includes bibliographical references and index
  subject:
    topic: Customer relations
  subject:
    topic: Customer services
  subject:
    topic: Organizational change
  classification: HF5415.5 .G85 2010
  identifier: 1422117219 (hbk.)
  identifier: 9781422117217 (hbk.)
  record info:
    record creation date: 100721
    record change date: 20110407093000.0
    record identifier: 0000067961