"Creating a Customer-Driven Organization"
Author: Estep, Michelle, and Patricia Joyce
Published In: Proceedings of the 1997 Educational Conference
Presentation at the 84th Annual Meeting in Orlando, Florida. Emphasizes that successful organizations have customers as their common central focus. Discusses findings of the 1993 National Performance Review, a six month review of the federal government with the goal of focusing on how government should work, how to reduce waste, eliminate obsolete functions, improve services to taxpayers and create a smaller but more productive government. Describes how the Smithsonian Institution used key findings to develop a training program that would emphasize the value of a customer-driven organization.
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