The need for customer friendly organizations exists across fields and industries. Corporate leaders have long known the value of customer support. Even public agency leaders increasingly recognize the need to offer better service to citizens. This book presents the organizational architecture of customer friendly organizations. How do some private companies and public agencies become customer friendly-by accident or design? Academics and practicing managers know that organizational design affects behavior. This book helps us understand how we develop high performance organizations-in this...

American citizens assume that the future for this country will be a future much like the past-beautiful in many respects. This optimistic view is now countered by those who see a country in decay, struggling to address problems in health care, education, the environment, international affairs, and other sectors. This book calls on citizens and their leaders to build the future they most desire. The future should not happen to citizens but instead be created by citizens. In part one, this book examines the reasons for future building and the processes for doing so through interactive public...