Organize Around the Customer Task

Services and products support customers in their main objective: to accomplish a task. PHOTO:
Smart

Historically, organizations had so much power that they could demand that customers adapt to the organization’s way of doing things. This is particularly true of government. Today, the greatest challenge all organizations face is to organize around the customer. Those that don’t will not survive.

Organizing around the customer means organizing around the task that they want to complete. It’s not about products. It’s not even about services. If I’m an old person in the wintertime, I want to keep warm. My task is to get warm, not to get…

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