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Burgh House Training & Development http://training.burghhouse.com Becoming Customer-Focused A study in organisational transformation

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37 Burgh House Training & Development http://training.burghhouse.com Becoming Customer-Focused 12456 A typical organisation diagram Chief Executive Owner Senior Management Team Middle Management Team Section Leaders Front-Line Staff Customers Looks familiar?

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37 Burgh House Training & Development http://training.burghhouse.com Becoming Customer-Focused 12456 A typical organisation diagram Just another brick in the wall? Chief Executive Owner Senior Management Team Middle Management Team Section Leaders Front-Line Staff Customers Looks familiar? Looks familiar?

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37 Burgh House Training & Development http://training.burghhouse.com Becoming Customer-Focused 12456 Lets make some changes Chief Executive Owner Senior Management Team Middle Management Team Section Leaders Front-Line Staff Customers

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37 Burgh House Training & Development http://training.burghhouse.com Becoming Customer-Focused 12456 Customers Looking good Customers

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37 Burgh House Training & Development http://training.burghhouse.com Becoming Customer-Focused 12456 Now with customer focus Front-Line Staff Chief Executive Owner Senior Management Team Middle Management Team Section Leaders Looking good Customers Chief Executive Owner Senior Management Team Middle Management Team Section Leaders Front-Line Staff

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37 Burgh House Training & Development http://training.burghhouse.com Becoming Customer-Focused 12456 Now with customer focus Customers Chief Executive Owner Senior Management Team Middle Management Team Section Leaders Front-Line Staff

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37 Burgh House Training & Development http://training.burghhouse.com Becoming Customer-Focused 12456 Done! Chief Executive Owner Senior Management Team Middle Management Team Section Leaders Front-Line Staff Customers