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Description
The need for customer friendly organizations exists across fields and industries. Corporate leaders have long known the value of customer support. Even public agency leaders increasingly recognize the need to offer better service to citizens. This book presents the organizational architecture of customer friendly organizations. How do some private companies and public agencies become customer friendly-by accident or design? Academics and practicing managers know that organizational design affects behavior.
This book helps us understand how we develop high performance organizations-in this case, organizations that consistently deliver high quality service. It builds on the theory and application of "systems thinking" to organization design and behavior by showing how products, structure, psychological climate, culture, and leadership work together to produce customer friendly experiences. Beginning with the architectural model, the book offers a series of cases to illustrate the application: hospital, auto manufacturer, airline, hotel, bank, university, and library.
Table of Contents
Chapter 2 The Customer Service Problem in Six Cases: Uncle Arthur's Bad Day
Chapter 3 Organizational Architecture of Customer Friendly Companies: The Case of Westside Hospital
Chapter 4 The Product System: The Case of Autocoach
Chapter 5 The Structure of Customer Friendly: The Case of Intercoast Air
Chapter 6 Psychology of Customer Friendly: The case of the Royal Court Hotel
Chapter 7 Managing for Customer Friendliness: The Case of the Federalist Bank
Chapter 8 Creating a Customer Friendly Culture: The Case of Eastern University
Chapter 9 The Process of Becoming Customer Friendly: The Case of Mapletree Library
Part 10 Endnotes
Part 11 Index
Part 12 About the Author
Product details
| Published | Mar 15 2007 |
|---|---|
| Format | Hardback |
| Edition | 1st |
| Extent | 246 |
| ISBN | 9780761837527 |
| Imprint | University Press of America |
| Dimensions | 9 x 6 inches |
| Publisher | Bloomsbury Publishing |
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