Burgh House Training & Development Becoming Customer-Focused A study in organisational transformation

37 Burgh House Training & Development Becoming Customer-Focused A typical organisation diagram Chief Executive Owner Senior Management Team Middle Management Team Section Leaders Front-Line Staff Customers Looks familiar?

37 Burgh House Training & Development Becoming Customer-Focused A typical organisation diagram Just another brick in the wall? Chief Executive Owner Senior Management Team Middle Management Team Section Leaders Front-Line Staff Customers Looks familiar? Looks familiar?

37 Burgh House Training & Development Becoming Customer-Focused Let’s make some changes … Chief Executive Owner Senior Management Team Middle Management Team Section Leaders Front-Line Staff Customers

37 Burgh House Training & Development Becoming Customer-Focused Customers Looking good … Customers

37 Burgh House Training & Development Becoming Customer-Focused Now with customer focus … Front-Line Staff Chief Executive Owner Senior Management Team Middle Management Team Section Leaders Looking good … Customers Chief Executive Owner Senior Management Team Middle Management Team Section Leaders Front-Line Staff

37 Burgh House Training & Development Becoming Customer-Focused Now with customer focus … Customers Chief Executive Owner Senior Management Team Middle Management Team Section Leaders Front-Line Staff

37 Burgh House Training & Development Becoming Customer-Focused Done! Chief Executive Owner Senior Management Team Middle Management Team Section Leaders Front-Line Staff Customers