ISBN-10:
0253212898
ISBN-13:
9780253212894
Pub. Date:
04/28/1999
Publisher:
Indiana University Press
The Customer's Victory: From Corporation to Co-Operation / Edition 1

The Customer's Victory: From Corporation to Co-Operation / Edition 1

by Francois Dupuy

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Overview

The Customer's Victory: From Corporation to Co-Operation / Edition 1

The Customer’s Victory describes and analyses how managers need to understand organizations in order to effectively implement the changes necessary to operate in today’s competitive environment.

Indiana University Press

Product Details

ISBN-13: 9780253212894
Publisher: Indiana University Press
Publication date: 04/28/1999
Edition description: New Edition
Pages: 224
Product dimensions: 6.13(w) x 9.16(h) x 0.42(d)

About the Author

François Dupuy completed his studies in political science and became a researcher in the French National Centre for Scientific Research, specializing in organizational analysis. He is currently adjunct professor at the Kelley School of Business, Indiana University, and visiting professor, INSEAD.

Indiana University Press

Table of Contents

Introduction
Let’s set the decor!, Confidence crisis, Middle Age or Mad Max?, The American model, Many words for a single disease, Germany: in its own way, Asia: the dragons’ frailty, Switzerland too!, Why organizations?
Part I - The Problem
1 The Organization, Concreteness, Complexity
Organization is not structure, The public transportation system in France, The paradox of the executive, The fear of social issues
2 The Customer’s Victory
From a scarce product to a scarce customer, The hazards of segmentation, How not to listen, The case of the British catering company, Getting out of the beaten tracks, Human resources management as a necessary counterpart to the customer’s victory
3 What is a Bureaucracy?
The story of an evolution, Taylor, or the sole rationality, The professor, his cards and the bureaucracy, The airline industry, The automobile industry, Hell is everybody else!, Integration and cost cutting, The hospital: less spending, more co-operation
4 A Requiem for Bureaucracy
Task segmentation, The better a teacher you are, the less you teach, The client held as hostage, The end of monopolies, Co-ordination and co-operation

Part II - The Process
5 On the Difficulty of Change and the Difficulty of Managing It
One does change a winning team!, Dangerous illusions, Changing structures, Vision and leadership
6 The Frame of Reference
The dilemma of the shampoo girl, How to identify the relevant actors, "Listening," a critical and hazardous exercise, The leverages for change
7 Listening to Bureaucrats and Changing Bureaucracy
A strategic "listening," The European bank of development: a twilight case, Verbatim, Breaking the vicious circle, Seven key points to be remembered
Conclusion - Toward New Organizations?
References
Index

Indiana University Press

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