TITLE

Think outside-in

AUTHOR(S)
Seddon, John
PUB. DATE
September 2007
SOURCE
Management Services;Autumn2007, Vol. 51 Issue 3, p24
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
ABSTRACT
The article proposes that managers learn to adopt a systems perspective by thinking outside-in instead of top-down. Organizations are designed and managed as top-down hierarchies. Thinking outside-in instead of top-down is much more than running customer surveys, it is to understand the nature of transactions an organization has with customers. The best way to begin a customer driven transformation is to know the nature of customer demands on the organisation, to know what value is associated with those demands and to know how the organisation usually works with those demands.
ACCESSION #
26797710

 

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