Download - Burgh House Training & Development Becoming Customer-Focused A study in organisational transformation.

Burgh House Training & Developmenthttp://training.burghhouse.com

Becoming Customer-Focused

A study in organisational transformation

3 7 Burgh House Training & Developmenthttp://training.burghhouse.com


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A typical organisation diagram

Chief Executive

Owner

Senior Management Team

Middle Management Team

Section Leaders

Front-Line Staff

Customers

Looksfamiliar?



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A typical organisation diagramJust another brick in the wall?

Chief Executive

Owner



Section Leaders

Front-Line Staff

Customers

Looksfamiliar?Looks

familiar?



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Let’s make some changes …

Chief Executive

Owner



Section Leaders

Front-Line Staff

Customers



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Customers

Looking good …

Customers



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Now with customer focus …

Front-LineStaffChief

ExecutiveOwnerSenior

ManagementTeam

MiddleManagement

Team

SectionLeaders

Looking good …

CustomersCustomersCustomers ChiefChiefExecutiveExecutive

OwnerOwner

SeniorSeniorManagementManagement

TeamTeam

MiddleMiddleManagementManagement

TeamTeam

SectionSectionLeadersLeaders

Front-LineFront-LineStaffStaff



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Now with customer focus …

CustomersCustomers ChiefChiefExecutiveExecutive

OwnerOwner


TeamTeam


TeamTeam





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Done!

ChiefChiefExecutiveExecutive

OwnerOwner


TeamTeam


TeamTeam



Customers