Post on 22-Dec-2015
Burgh House Training & Developmenthttp://training.burghhouse.com
Becoming Customer-Focused
A study in organisational transformation
3 7 Burgh House Training & Developmenthttp://training.burghhouse.com
Becoming Customer-Focused
1 2 4 5 6
A typical organisation diagram
Chief Executive
Owner
Senior Management Team
Middle Management Team
Section Leaders
Front-Line Staff
Customers
Looksfamiliar?
3 7 Burgh House Training & Developmenthttp://training.burghhouse.com
Becoming Customer-Focused
1 2 4 5 6
A typical organisation diagramJust another brick in the wall?
Chief Executive
Owner
Senior Management Team
Middle Management Team
Section Leaders
Front-Line Staff
Customers
Looksfamiliar?Looks
familiar?
3 7 Burgh House Training & Developmenthttp://training.burghhouse.com
Becoming Customer-Focused
1 2 4 5 6
Let’s make some changes …
Chief Executive
Owner
Senior Management Team
Middle Management Team
Section Leaders
Front-Line Staff
Customers
3 7 Burgh House Training & Developmenthttp://training.burghhouse.com
Becoming Customer-Focused
1 2 4 5 6
Customers
Looking good …
Customers
3 7 Burgh House Training & Developmenthttp://training.burghhouse.com
Becoming Customer-Focused
1 2 4 5 6
Now with customer focus …
Front-LineStaffChief
ExecutiveOwnerSenior
ManagementTeam
MiddleManagement
Team
SectionLeaders
Looking good …
CustomersCustomersCustomers ChiefChiefExecutiveExecutive
OwnerOwner
SeniorSeniorManagementManagement
TeamTeam
MiddleMiddleManagementManagement
TeamTeam
SectionSectionLeadersLeaders
Front-LineFront-LineStaffStaff
3 7 Burgh House Training & Developmenthttp://training.burghhouse.com
Becoming Customer-Focused
1 2 4 5 6
Now with customer focus …
CustomersCustomers ChiefChiefExecutiveExecutive
OwnerOwner
SeniorSeniorManagementManagement
TeamTeam
MiddleMiddleManagementManagement
TeamTeam
SectionSectionLeadersLeaders
Front-LineFront-LineStaffStaff
3 7 Burgh House Training & Developmenthttp://training.burghhouse.com
Becoming Customer-Focused
1 2 4 5 6
Done!
ChiefChiefExecutiveExecutive
OwnerOwner
SeniorSeniorManagementManagement
TeamTeam
MiddleMiddleManagementManagement
TeamTeam
SectionSectionLeadersLeaders
Front-LineFront-LineStaffStaff
Customers