Getting it Together: Integrating Customer Focus, Involvement, and Horizontal Management

 Getting it Together: Integrating Customer Focus, Involvement, and Horizontal Management
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Synopsis
In this article, Clemmer (2000) observes that in today’s perspective, most organizations that are successful are doing what was once regarded as being impossible. Some of these aspects he notes are shortened cycles of operations, improved customer satisfaction, cost reductions, response times and innovations with regard to new and improved products and services at the same time. He continues that earlier, many organizations could succeed by employing one or two of these areas. The high level achievers are now capitalizing on the challenges and changes that are facing firms by focusing on quality, faster and low cost aspects to achieve a competitive advantage.
However, the changing of conventional organizations into better, cheaper and faster ones is not always easy. This owes to the fact that most organizations harbor systems, cultures and practices that are geared in the wrong direction. This misdirection ...