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Reorganize for Resilience: Putting Customers at the Center of Your Business |  | Author: Ranjay Gulati
Publisher: Harvard Business Press
Category: Book
List Price: $35.00
Buy New: $16.86
as of 7/30/2010 05:30 CDT details
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Rating:  11 reviews
Sales Rank: 87093
Media: Hardcover
Pages: 288
Number Of Items: 1
Shipping Weight (lbs): 1.1
Dimensions (in): 9 x 6.2 x 1.1
ISBN: 1422117219
Dewey Decimal Number: 658.812
EAN: 9781422117217
ASIN: 1422117219
Publication Date: January 19, 2010
Availability: Usually ships in 1-2 business days
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Product Description
In an era of raging commoditization and eroding profit margins, survival depends on resilience: staying one step ahead of your customers. Sure, most companies say they re customer-focused, but they don t deliver solutions to customers thorniest problems. Why? Because they re stymied by the rigid silos they re organized around. In Reorganize for Resilience, Ranjay Gulati reveals how resilient companies prosper both in good times and bad, driving growth and increasing profitability by immersing themselves in the lives of their customers. This book shows how resilient organizations cut through internal barriers that impede action, build bridges between warring divisions, and transform former competitors into collaborators.
Based on more than a decade of research in a variety of industries, and filled with examples from companies including Cisco Systems, La Farge, Starbucks, Best Buy, and Jones Lang LaSalle, Gulati explores the five levers of resilience:
Coordination: Connect, eradicate, or restructure silos to enable swift responses.
Cooperation: Foster a culture that aligns all employees around the shared goals of customer solutions.
Clout: Redistribute power to bridge builders and customer champions.
Capability: Develop employees skills at tackling changing customer needs.
Connection: Blend partners offerings with yours to provide unique customer solutions.
Authoritative and practical, Reorganize for Resilience helps you walk the walk, not just talk the talk, of customer-centricity jump-starting a virtuous cycle of profits, growth, and competitive advantage.
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| Customer Reviews:
Showing reviews 1-5 of 11
 Partnership as a Great Differentiator for Resilience July 25, 2010
Kare Anderson (Sausalito, CA)
This if a fast read, idea-packed and timely in this wobbly economy. Perhaps the most efficient way to optimize a business or other organization is to encourage employees to use their best talents with each other as these five levers of resilience reflect. This is vital to becoming the top-of-mind choice in this increasingly complex, connected and bottom-up world. I'd add that another is to encourage employees who see an opportunity or problem to form self-organized project teams, get the buy-in of their boss and move quickly. As well, the fifth level - "Connection" is really about forging the profitable partnerships that enable a business to generate more visibility and value and thus stand out from the competition. For those who want to learn more about ways to partner see Walk Your Talk Walk Your Talk: Grow Your Business Faster Through Successful Cross-Promotional Partnerships
 Great Guidance For Senior Business Executives May 5, 2010
Barry Linetsky (Ontario, Canada)
Harvard Professor Gulati has written an important book for senior executives seeking to transform their organizations towards a more customer-centric model.
The book is deeply researched and Prof. Gulati has provided a framework and examples of how others have managed the long-road from internal-focused management practices to customer-centric ones. Five levers are defined in the model, each starting with the letter C, that, when pursued in order over an extended period of time ( 3 to 5+ years), can guide corporate transition. The five levers are: Coordination, Cooperation, Clout, Capabilities, and Connections. Implemented together they equal Customer Centricity.
Because there is no single path to overcome and redefine entrenched cultural resistance to the creation of a resilient organization, the reader has to consider the examples given and determine how and if they may be beneficial in the context of their own organization. Because of the abstract nature of considering concrete examples and transposing them to the reader's own context, I found this book very difficult to get through, even though it's just over 200 pages long.
This book is best suited for senior executives who are actively committed to a market-focused business strategy and are actively engaged in the long-term effort to align structure, processes, procedures, and cultural elements to enhance business vitality and resilience. If that's the position you are in, this book is likely an invaluable resource to shape the journey.
If you don't need that much detail, seek out his HBR articles.
 Wonderful Discussion of True Customer-Focused Business Model April 26, 2010
Cynic
This is an excellent book that lays out the often difficult steps that are required of businesses that want to embark on the journey to being customer-focused. Prof. Gulati makes it clear that significant work is needed to both identify the needs of customers and, more importantly, aligning the entire enterprise with the customers' needs. This is probably one of the best books that I have read on this subject.
Great Advice on how to Organize to Deliver True Customer Solutions April 3, 2010
Stephen Hurley (WESTWOOD, MA, US)
1 out of 1 found this review helpful
I was first drawn to Ranjay's ideas on how to create a more fluid and customer-focused organization through his HBR article called "Silo Busting". Since my consulting company provides assistance to technology-based companies on how to develop, market, and sell real solutions, I was struck by how his business perspectives strongly overlapped with ours. I then went out and purchased this book, "Re-Organize for Resilience". Believe me, I wasn't disappointed.
As I read his book, I concluded that nearly all of his observations and recommendations are extremely appropriate for any company that is looking to leverage all of its assets, IP, and other resources to provide the true value that customers expect. This, by the is very difficult to do when your offerings are technology driven. Ranjay's main messages should be memorized by all executives that are looking to ensure they maintain long-term relationships with their customers, and want to develop opportunities to upsell and cross-sell.
In reviewing the main concepts of his book, here are only two of many of his ideas that I believe are a MUST for corporate strategists and heads of operations are:
-- Understanding the Four Levels of Organizational Resilience -- These are stages of organizational development that we see every day. He's nailed it -- to move from a position where the company is focused solely on developing great products regardless of market demand to one where the customer wants and needs are the centerpiece of everything you do -- R&D, marketing, delivery processes, sales methods, etc. -- is a no-brainer to understand but very difficult to do. Ranjay provided specific recommendations on how to do it, with clear company examples.
-- Expanding the Role of Tasks Integrated -- The key word here is "integrated". For a company to deliver real solutions, they need an internal organizational vehicle by which they can identify and leverage all of the organization's assets and capabilities. Ranjay fully understands this, and rightly claims that it's the #1 hurdle to resilience. In my world, I would claim that it's the #1 inhibitor to improving a company's ability to deliver highly valued solutions. Regardless of the terminology, he's spot-on in terms of understanding the problem and how to address it.
There are many other concepts in the book where I applaud Ranjay's insights -- I can only suggest that you buy the book so that you can personally benefit from his great insights.
Steve Hurley
Managing Director
Solutions Insights, Inc.
Read it! March 11, 2010
Thomas B. West (Alameda, CA)
2 out of 2 found this review helpful
This book is great for anyone who has a customer. Gulati provides a useful construct - an outside-in approach -- for considering whether your offering actually delivers something customers want. There are useful questions and read-able examples to draw from. Great book!
Showing reviews 1-5 of 11
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