Outside-In Change

Joy can be real only if people look upon their life and work as service, and have a definite objective in life outside themselves

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xxxxx INNOVATION
xxxxx CUSTOMERS
xxxxx STAKEHOLDERS
xxxxx COMPETITORS
xxxxx GOVERNMENT

INNOVATION

The Competitive Organisation
by Gordon Pearson
Published by McGraw-Hill 1992 ISBN 0-07-707480-7
This book helps you diagnose the competitive position of your service or organisation. It includes an extensive assessment of innovation and why it matters - the strategic and customer dimensions.

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CUSTOMERS

Customer relationship Management
Published by Butterworth-Heinnemann ISBN 0-7566-5677-8
This book looks at all aspects of CRM, including strategic development, value creation, channel and media integration, information management and perfprmance assessment. The idea is to wrap the service round the customer to ensure that all interactions are based on the most up-to-date intelligence.

The Lean Enterprise
by Dan Dimancescu, Peter Hines & Nick Rich
Published by Amacom 1997 ISBN 0-8144-0365-4
This book explores what it means to be able to respond quickly to changes in customer demand. This requires the shedding of unnecessary bureaucratic processes and connecting up functions and services to deliver a whole service to the customer. It involves the fusing of core competencies and strategic processes. You are invited to see the whole first, focus on action through core processes and then respond to external customers and suppliers.

I Want You to Cheat
by John Seddon
Published by Vanguard Press ISBN 0-951-19731-0 X
This book John argues for a ruthless focus on customer demand as a way of identifying improvements in service process and consequently quality and performance. He focuses on counting what really counts and how to make the work work. An invaluable guide to outside-in thinking.

Building Customer Loyalty
by Ian Linton
Published by Pitman 1993 ISBN 0-273-60080-X
This book is a mine of information for busy managers and team leaders wishing to improve their skills in customer relationship marketing. Clarity is needed about why different customer groups are important or have special needs. Staff need to want to please customers and make it their highest priority. The book helps you look at allocating responsibility, identifying opportunities, taking the initiative, winning support and influencing stakeholders, creating information systems, etc.

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STAKEHOLDERS

Harnessing Strategic Behaviour
by Tony Grundy
Published by Financial Times 1998 ISBN 0-273-63094-6
This book shows you how to use the power of strategic behaviour. You are guided to look at the constraints on your team stakeholders, customers, etc. What influence could they have on strategic activities and decisions? What is their likely reaction ? How you behave is as important as the decisions you make. Staff and stakeholders take their lead from how you behave.

Partnering in Action
by Dianne Fasel
Published by Pathways 2000 ISBN 1-85703-626-3
If you want to get the best results from service partnerships and organisational alliances then this is an invaluable 'hands-on' book. It challenges you to think through the real reasons why you want to collaborate, how best to go about it, creating an honest common purpose and engaging the right people with the right skills.

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COMPETITORS

Practical Benchmarking
by Sarah Cook
Published by Kogan Page 1997 ISBN 0-7494-2227-0
This is a very practical guide to the principles and processes of benchmarking - how to prepare for it, follow a simple six step process that involves understanding your processes, deciding what and who to benchmark, how to collect and analyse the data, plan and implement improvements and review impact.

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GOVERNMENT