Leadership and the Customer Revolution

Résumé du livre

Leadership and the Customer Revolution levels an unflinching gaze at today's rhetoric around change and at the actual reality we've created. Authors Heil, Parker, and Tate advocate taking revolutionary steps while recognizing the need to be pragmatic - to serve today's customers, quickly, efficiently, reliably, and impressively. They challenge us to re-examine our thinking, take on the system, delight customers, and help those we work with reach their potential. They invite us to become the architects of a very different kind of organization. Drawing from the data gathered in scores of organizational audits and years of real-life, on-the-job experience, the authors tell how to overcome the inevitable resistance (organizational white blood cells) which are produced in significant change efforts; how organizational DNA can facilitate decision making while cutting down on the need for rules; how to turn employee compliance into employee commitment; how to reduce morale-depleting and time and money-wasting internal competition; and how and why to make learning the foundation of all our improvement efforts. Leadership and the Customer Revolution lays out 20 challenges that we must confront and broadens our understanding of the key issues we must address. It offers ideas to expedite the learning process, provides suggestions for experimentation, and helps us anticipate the effects of our actions.