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Reorganize for Resilience


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Table of Contents

Contents Introduction How Resilient is Your Organization? The Key is Customer Centricity Chapter One Building a Resilient Organization The Process and the Tools for Systemic Integration Chapter Two Lever 1: Coordination Aligning Activities and Information Around the Customer Axis Chapter 3 Lever 2: Cooperation Ensuring Attitudes and Behaviors Are Customer-Focused Chapter Four Lever 3: Clout Empowering Customer Champions Chapter Five Lever 4: Capabilities Developing the Skills to Cope with Changing Customer Needs Chapter Six Lever 5: Connections Forging External Links to Stay Strong and Flexible Conclusion Toward Greater Customer Centricity Using the five levers to increase your resilience

About the Author

Ranjay Gulati is the Jaime and Josefina Chua Tiampo Professor of Business Administration at the Harvard Business School and previously the Michael L. Nemmers Distinguished Professor of Strategy and Organizations at the Kellogg School of Management, Northwestern University. He is an expert on strategic and organizational issues in firms. His work has focused on intra and inter-firm partnerships with a focus on the patterns of network of ties that emerge over time. He is the past-President of the Business Policy and Strategy Division at the Academy of Management. He was recently ranked as among the top 10 most cited scholars in Economics and Business over the last 10 years by ISI-Incite. In 2005, he received the Best Professor Award for his teaching in the Kellogg-Schulich executive MBA program. He received the same award in 2003 for his teaching in the Kellogg-HKUST executive MBA program. In 1998-1999 and also 2004-2005 he received the Chairs' Core Teaching Award for his teaching in the MBA program at Kellogg.

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