1. Burgh House Training & Development http://training.burghhouse.com Becoming Customer-Focused A study in organisational transformation

2. 37 Burgh House Training & Development http://training.burghhouse.com Becoming Customer-Focused 12456 A typical organisation diagram Chief Executive Owner Senior Management Team Middle Management Team Section Leaders Front-Line Staff Customers Looks familiar?

3. 37 Burgh House Training & Development http://training.burghhouse.com Becoming Customer-Focused 12456 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?

4. 37 Burgh House Training & Development http://training.burghhouse.com Becoming Customer-Focused 12456 Let’s make some changes … Chief Executive Owner Senior Management Team Middle Management Team Section Leaders Front-Line Staff Customers

5. 37 Burgh House Training & Development http://training.burghhouse.com Becoming Customer-Focused 12456 Customers Looking good … Customers

6. 37 Burgh House Training & Development http://training.burghhouse.com Becoming Customer-Focused 12456 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

7. 37 Burgh House Training & Development http://training.burghhouse.com Becoming Customer-Focused 12456 Now with customer focus … Customers Chief Executive Owner Senior Management Team Middle Management Team Section Leaders Front-Line Staff

8. 37 Burgh House Training & Development http://training.burghhouse.com Becoming Customer-Focused 12456 Done! Chief Executive Owner Senior Management Team Middle Management Team Section Leaders Front-Line Staff Customers