Jay R. Galbraith
ISBN: 0-787-97919-8
Cloth
208 pages
May 2005

Customer-centricity is the hottest topic in organizational design, with 80% of all organizations focused on this problem. Most are struggling with the total organization designs needed to implement solutions or cross selling strategies. Galbraith here provides a comprehensive customer-centric organizational model, which includes structure, management processes, reward and management systems and people practices. The book also includes a tool that will help a company or organization determine how customer-centric it needs to be. This book is filled with case studies from organizations such as Nestle, DeGussa, IBM, Nokia, Proctor & Gamble, and Citigroup.