
Reconceive
Description
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Content
- Intro
- Title Page
- Copyright
- What Others are Saying
- Is this book for you?
- Introduction
- Contents
- The authors
- Part 1: Challenging Assumptions about Service, Leadership, and Culture
- 1. Are we just digitising 19th century innovations?
- 2. Why are technology departments so expensive?
- 3. Are Agile methodologies a fad?
- 4. Best practice - Are copies as good as the original?
- 5. It just works - A customer's dream?
- 6. Customer experience initiatives - Can they work?
- 7. All customers want is stuff that works
- 8. Technology-led change puts the cart before the horse
- Part 2: Creating Positively Viewed, Productive Service Organisations
- Introduction
- 9. The practical value of good organisational theory
- 10. Building a better organisation for customers and colleagues
- 11. Failure demand - The invisible expense
- 12. The key to reducing costs and providing exceptional service
- 13. What drives unproductive behaviour and activity?
- 14. Liberating people and organisations from stultifying systems
- 15. Turning intention into productive reality
- 16. Are you running your organisation through the rear-view mirror?
- 17. Designing productive structures
- 18. A cure for that déjà vu feeling of cultural resistance
- Case Studies with Real Tangible Results
- Case study 1: Insurance claims
- Case study 2: IT service management
- Case study 3: Home loans
- Conclusion
- Acknowledgements
- Glossary
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