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Customer-Centered Reengineering shows organizations how to reinvent themselves from the outside in, by realigning strategy, structure, systems, and people to put the customer at the center of their "universe".

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CONTENTS
Chapter One THERE'S SOMETHING HAPPENING HERE = 1
 The Glass Container Capital of the World = 1
 For Whom the Bell Tolls = 2
 Remapping Errors = 3
 Life Cycles, Shock Waves, and Breakpoints = 4
 From Megatrends to Microfocus = 6
 Fad-Based Failure Cycle = 9
  Downsizing = 9
  Total Quality Management = 10
  Reengineering = 10
 Critical Success Factors for Organizational Change = 11
 The Reinvention Imperative = 12
Chapter Two IT'S THE CUSTOMER, STUPID! = 15
 Mirror, Mirror on the Wall = 15
 P. T. Barnum Was Wrong = 16
 Learning the 3 R's = 17
 Recognizing the Need for Customer Delight and Loyalty = 19
 The 21st Century Imperative : Total Customer Value = 21
 Joint Value Creation : The future Advantage = 23
 Reengineering the Organization's Mental Map = 24
 Adopting Customer-Centered Management Systems = 27
 Implications for Reengineering = 28
Chapter Three REINVENTING REENGINEERING = 30
 Ghostbusters = 30
 The Paradigm Paradox = 31
 Customer-Centered Reengineering = 33
 The Building Blocks of Customer Value = 35
Chapter Four TRIANGULATING FOR TOTAL CUSTOMER VALUE = 42
 Triangulation Up Top and Down Under = 42
  IDS Financal Services : Case Study = 42
  Australian Department of Arts and Administrative Services : Case Study = 44
 Recastinhg Strategy = 46
 Redesigning Systems = 47
 Reshaping Structure = 49
 Reawakening People = 49
 Rrmapping the Organization = 50
 Building the Customer-Centered Reengineering Superhighway = 53
 Continuous Innovation and Knowledge Creation = 55
Chapter Five THE WINDMILLS OF THE MIND = 56
 Watt Do You Know? = 56
 The Psychology of Change = 58
 Individual Barriers to Change : Mind Games = 60
  The Thinking Trap = 61
  The Values, Attitudes, and Beliefs Trap = 63
  The Feelings Trap = 64
 Team Barriers to Change : Working on the Chain Gang = 64
  Group Think = 65
  Team Myth = 65
  Role Rigidity = 66
 Organizational Barriers to Change : Knee Deep in the Big Muddy = 67
  Executive Wrong Headedness = 67
  Silo Management = 69
  Hardened Arteries = 69
 Breaking Down the Barriers : Please Release Me = 70
 Managing the Transition : Unchained Melody = 72
 Guidelines for Transition Management = 73
Chapter Six SAILING THE SEVEN C'S = 75
 Sinking Ships = 75
 Riders in the Reign : Customer Value Champions = 76
 Changes and Change Management : The Seven C's = 78
  Closeness = 79
  Clarity = 80
  Courage = 80
  Creativity = 81
  Competencies = 82
  Commitment = 83
  Consistency = 84
Chapter Seven THE HEART OF THE MATTER = 86
 Grateful to Be Dead = 86
 Segments in Cement = 87
 Customer-Centered Segmentation = 90
 Up Close and personal = 93
 From a Distance = 94
 Customers Are People, Not Accounts = 95
 Working the Middle = 97
 Why Not Employee Satisfaction? = 98
 Yet Another Customer - Doing Well by Doing Good = 99
 Bottom-Line Customers - Shareholders = 100
 Guidelines for Getting to the Heart of the Matter : Building Closeness = 101
Chapter Eight I CAN SEE CLEARLY NOW = 102
 One Man's Ceiling Is Another Man's Floor = 102
 Flawed Vision = 103
 The Vision Thing = 104
 Running the Three-Minute Mile = 105
 The Missing Link = 107
  Cost Leadership = 108
  Differentiation = 108
  Focus = 109
 The Road Goes on Forever = 109
 Guidelines for Seeing Clearly : Building Clarity = 111
Chapter Nine SIT DOWN, YOU'RE ROCKING THE BOAT = 113
 Forests and Trees = 113
 Is Courage Academic? = 114
 Captains Courageous = 116
 Rearranging the Deck Chairs = 117
 Courage - Outsider Style = 118
 profiles in Courage : A Self-Test = 119
 Courage in Action = 120
 Guidelines for Rocking the Boat : Building Courage = 122
Chapter Ten IMAGINE THERE'S NO = 124
 Whole Brain Reengineering = 124
 Hampers, Harnesses, and Hamstrings = 124
 Creative Characteristics = 126
 Playing in the Three I League = 127
 Creativity Is Not Enough = 129
 Creativity in Action = 131
  Strategy = 131
  Structure = 131
  Systems = 132
  People = 133
 Guidelines for Imagining : Building Creativity = 134
Chapter Eleven I COULD BE CENTERFIELD = 136
 An IQ of 1,000,000 = 136
 Learning Institutions Are Not Necessarily Learning Organizations = 136
 Teach a Man to Fish = 139
 Realizing the Learning Advantage : The Johnsonville Story = 140
 Other Learning Stars = 142
 Organizational Learning and Reengineering = 144
  Rethinking Strategy = 144
  Redesigning Systems = 145
  Reawakening People = 146
 Guidelines for Playing Centerfield : Building Competencies = 146
Chapter Twelve STAND BY YOUR PLAN = 148
 Lost in the Desert = 148
 Making Choices, Staying the Course = 149
 Turning the Ocean Liner = 151
  Reshaping Structure = 151
  Redesigning Systems = 152
  Recasting Strategy = 153
  Reawakening People = 154
 Commitment to Strategy = 154
 Commitment to Systems = 156
 Commitment to Structure = 157
 Commitment to People = 158
 Guidelines for Standing by Your Plan : Building Commitment = 159
Chapter Thirteen TELL IT LIKE IT IS = 161
 Happy Thanksgiving! Merry Christmas! = 161
 The Veritabel Organization = 163
 Creating Meaning = 165
 Managing Messages = 167
 The Three R's Revisited = 169
 Creating Culture = 170
 Consistency in Action = 172
 Guidelines for Telling It Like It Is : Building Consistency = 174
Chapter Fourteen TAKING IT TO THE STREETS = 176
 Don't Be a Scorekeeper = 176
 The Soul of a Reengineer = 177
 Developing the Remapping Plan = 178
 Secrets to Success on the Customer-Centered Reengineering Superhighway = 181
 Land Mines on the Customer-Centered Reengineering Superhighway = 182
 Taking the Journey : Fission or Fusion = 183
Chapter Fifteen IMPLEMENTATION GUIDE : THE MAP FOR REMAPPING = 184
 The Customer Mantra = 184
 Customer-Centering Precepts and Perspective = 185
 The Process for Remapping = 186
  Phase Ⅰ : Organizational Readiness = 187
  Phase Ⅱ Planning to Reengineer = 189
  Phase Ⅲ : Communication and Training = 192
  Phase Ⅳ : Strategic Assessment = 194
  Phase Ⅴ : Strategic Remapping Plan = 199
  Phase Ⅵ : Redesigning Systems = 200
  Phase Ⅶ : Implementing Change = 207
Conclusion = 208
Index = 215
List of Other Books = 221