Designing the Customer-Centric Organization offers todayâ??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 (the foremost expert in the field of organizational design), 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.

Customer-centric organizations are concerned about shrinking volumes of business, stiffer competition and ever-more demanding consumer expectations which have increased pressure on the bottom line. The ability to successfully manage the customer value chain across the life cycle of a customer is the key to the survival of any company today. Business processes must react to changing and diverse customer needs and interactions to ensure efficient and effective outcomes. This important book looks at the shifting nature of consumers and the workplace, and how BPM and associated emergent technologies will play a part in shaping the companies of the future. BPM's promises are real, but the path to success is littered with pitfalls and shortcuts to failure. Best practices can help you avoid them. If you are just embarking on using its methods and tools, these authors have a wealth of experience to learn from and build on. Whether you are a business manager or an Information Technology practitioner, this special collection will provide valuable information about what BPM can do for you-and how to apply it.

Designing Your Organization is a hands-on guide that provides managers with a set of practical tools to use when making organization design decisions. Based on Jay Galbraith’s widely used Star Model, the book covers the fundamentals of organization design and offers frameworks and tools to help leaders execute their strategy. The authors address the five specific design challenges that confront most of today’s organizations: · Designing around the customer · Organizing across borders · Making a matrix work · Solving the centralization—and decentralization dilemma · Organizing for innovation

This Third Edition of the groundbreaking book Designing Organizations offers a guide to the process of creating and managing an organization (no matter how complex) that will be positioned to respond effectively and rapidly to customer demands and have the ability to achieve unique competitive advantage. This latest edition includes fresh illustrative examples and references, while the foundation of the book remains the author’s popular and widely used Star Model. Includes a comprehensive explanation of the basics of organization design Outlines a strategic approach to design that is based on the Star Model, a holistic framework for combining strategy, structure, processes, rewards, and people Describes the different types of single-business, functional organizations and focuses on the functional structure and the cross-functional lateral processes that characterize most single-business organizations. Features a special section on the effects of big data on organization design, and whether or not it will result in a new dimension of organizational structure Highlighting the social technologies used to coordinate work flows, products, and services across the company, this new edition of Designing Organizations brings theory to life with a wealth of examples from such well-known companies as Disney, Nike, IBM, and Rovio (Angry Birds) to show how various kinds of organization designs operate differently.

Organization structures do not fail, says Jay Galbraith, but management fails at implementing them correctly. This is why, he explains, the idea that the matrix does not work still exists today, even among people who should know better. But the matrix has become a necessary form of organization in today's business environment. Companies now know that if they have multiple product lines, do business in multiple countries, and serve many customer segments through a variety of channels, there is no way they can avoid some kind of a matrix structure and the question most are asking is "How do we learn how to operate the matrix effectively?" In Designing Matrix Organizations That Actually Work, Galbraith answers this and other questions as he shows how to make a matrix work effectively.

A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy that can be implemented immediately. You'll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers' eyes. Livework pioneered the service design industry, and guides organizations including Sony, the British Government, Volkswagen Procter & Gamble, the BBC, and more toward a more carefully curated customer experience. In this book, the Livework experts show you how to put service design to work in your company to solve the ongoing challenge of winning with customers. Approach customer experience from a design perspective See your organization through the lens of the customer Make customer experience an organization-wide responsibility Analyze the market factors that dovetail with customer experience design The Internet and other digital technology has brought the world to your customers' fingertips. With unprecedented choice, consumers are demanding more than just a great product—the organizations coming out on top are designing and delivering experiences tailored to their customers' wants. Service Design for Business gives you the practical insight and service design perspective you need to shape the way your customers view your organization.

Author Joe Tawfik presents an assured collection of valuable insights in Experience My Brand that are based on his 25-plus years in senior management. His expertise as CEO of business services companies in particular underlies his assertion that to differentiate itself in the age of digital disruption, a company must make branded customer experience part of its corporate strategy. Rather than relegate customer experience management to any one department, such as marketing, it must become “embedded within a company’s DNA.” You will learn through detailed analysis and real-world illustrations how to: • Analyze, Design, and Measure Customer Experience • Implement Superior Customer Experience Initiatives • Consider how Customer Experience Will Change and Transform the Future ​With its plentiful tables and figures to complement his text, Experience My Brand puts theory into practice in a way that will keep you alert and engaged. Experience My Brand’s unique message makes it a must-have guide for senior managers and their teams who seek to strengthen this critical aspect of their businesses as well as anybody wanting to learn about this increasingly important field.

The third volume of the International Perspectives on Business Innovation and Disruption book series focuses on the role of design innovation in transforming industry practice. An international cast of scholars and practitioners examine how design innovation is impacting the creation of new business models, innovative forms of service delivery, multinational innovation practices, the role of aesthetics and psycho-spatial dynamics in fostering innovation, and the types of design capabilities found in the most innovative businesses worldwide. Theoretically, many of the chapters focus upon design thinking and conceptualize design as a user centered, empathic and participative practice that allows diverse stakeholders to creatively contribute to business innovation.

The productization of emerging technologies related to the Fourth Industrial Revolution (FIR) is now getting more attention across different industries. Compared to the previous industrial transformations that the world has seen which relied on mechanical innovations, the ongoing FIR is seeing software and data-driven products as the foundation. Apart from that, topics such as circular and sustainable economy as well as climate change are also disrupting the industrial ecosystem. For a viable and successful productization of emerging technologies, collaborations between interdisciplinary stakeholders are a necessity. One of the elements that has been identified to facilitate this collaboration is service design. This book aimed to provide comprehensive service design discussions for practitioners in different fields and sectors. The aim is to bridge the knowledge gap between experts in academia, business and product development, among many others, to provide a unified understanding of the importance of service design for the productization of emerging technologies. The book consists of an overview of emerging technologies product development and service design, as well as perspectives from different sectors of the industry. The book is expected to benefit multi-disciplinary researchers, practitioners and general audiences with interests in Service Design for Emerging Technologies.

This textbook explores major issues and concepts in organizational structure and design. It details strategic and business issues that merit consideration while framing or designing the organizational structure. Working with a range of industry examples and case studies, this volume: Relates organizational structure and design issues with organizational culture and change management, power and politics, and policies and strategies Covers several key topics, including the structure-strategy debate, viable system model, issues pertaining to organizational culture, change management, power, and conflict Discusses various models of organizational structure like matrix, global business unit, strategic business unit, hybrid, functional and divisional, modular, networked, agile, helix, etc., in relation to organizational practices and their strategic influence over the organization Enables readers to challenge organizational design in times of uncertainty Concise, lucid, and engaging, this book will be useful to students, academics, management researchers, and industry professionals in the fields of general management, organizational behaviour, and human resource management and development.