Customer-Driven Operations Management
IN THIS SUMMARY
In Customer-Driven Operations Management, Christopher K. Ahoy proposes that an organization can have an advantage over its competition if it strives to become the best by moving from survival mode to thriving mode. He believes that taking an organization through an examination of its values, processes, and customer relationships is a worthwhile exercise that allows the organization to remain agile during constant shifts in the market. However, knowing how to guide the organization along that journey is the key to creating a world-class operation and achieving what Ahoy calls “customer success.” He offers ideas, techniques, suggestions for cultural changes, and technological solutions to implement as an organization moves away from a task-oriented structure to a process-driven operation, leveraging its efforts toward continuous quality improvement.