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| Author: | Shapiro, B.P. Rangan, V.K. Sviokla, J.J. |
| Title: | Staple yourself to an order (classic) |
| Journal: | Harvard Business Review
2004 : JUL/AUG, VOL. 82:7-8, p. 162-171 |
| Index terms: | Management Customers Consumer satisfaction Organizational development Employees |
| Language: | eng |
| Abstract: | Managers should look at their companies as a 10-step order management cycle (OMC) defining their business system. Managers tracking each step of the OMC work their way through the company from the customer's angle rather than their own. In this way, they can find the gaps in the system and the points of conflict - the problems that frustrate employees and drive away customers. There are three important benefits of improving OMC: Improved customer satisfaction, receded interdepartmental problems, and improved financial performance. Working on OMC has three basic elements: analysis, system focus and political strategy. Presented are two case studies in brief.(This article is a part of the Best of HBR series, publ. in 1992). |
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