December 2002
Intermediate to advanced
848 pages
20h 22m
English
Content preview from The Six Sigma Handbook, Revised and Expanded, 2nd Edition
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3.1. ELEMENTS OF CUSTOMER-DRIVEN ORGANIZATIONS
The proper place of the customer in the organization's hierarchy is illustrated in Figure 3.1.
Note that this perspective is precisely the opposite of the traditional view of the organization. The difficulties involved in making such a radical change should not be underestimated.
Figure 3.1. The "correct" view of the company organization chart.
From Marketing Management: Analysis, Planning, Implementation, and Control, Figure 1–7, p. 21, by Philip Kotler, copyright © 1991 by Prentice-Hall, Inc. Reprinted by permission.
3.1.1. Becoming a customer- and market-driven enterprise
Edosomwan (1993) defines ...
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