Designing the Customer-Centric Organization: A Guide to Strategy, Structure, and Process

Designing the Customer-Centric Organization offers today's business leaders a comprehensive customer-centric organizational model that clearly shows how to put in place an infrastructure that is organized around the demands of the customer. Written by Jay Galbraith, this important book includes a tool that will help determine how customer-centric an organization is - light-level, medium-level, complete-level, or high-level - and it shows how to ascertain the appropriate level for a particular institution. Once the groundwork has been established, the author offers guidance for the process of implementing a customer-centric system throughout an organization.

Designing the Customer-Centric Organization includes vital information about structure, management processes, reward and management systems, and people practices.

Designing the Customer-Centric Organization is based on a three-year research study with McKinsey Organization Design Practice. Jay Galbraith studied fifteen companies that managed organizational complexity around customer demands. The book is filled with illustrative case studies from a variety of these successful organizations - IBM, Nokia Networks, Procter & Gamble, Citibank - that have made the transition to corporate reinvention and putting the customer first.

About the Author

Jay Galbraith, an internationally recognized expert on organization design, helps major global corporations create capability for competing. His work focuses on organizational design, change, and development; strategy and organization at the corporate, business unit, and international levels; and international partnering arrangements, including joint ventures and network-type organizations. He is currently examining organizational units that are rapidly reconfigurable to suit quickly changing demands of customers and markets across multinational boundaries. Galbraith consults regularly with international clients in the United States, Europe, Asia, South Africa, and South America.