http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
putting customers at the center of your business
"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
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
Includes bibliographical references and index