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It is change, continuing change, inevitable change, that is the dominant fact in society today. No sensible decision can be made any longer without taking into account not only the world as it is, but the world as it will be.
Certain strategies, and the structures, processes, and relationships that accompany them, seem particularly well suited to improving an organization’s ability to respond quickly and effectively to the challenges it faces
These strategies and structures are based on:
The organization’s ability to learn
The organization’s ability to engage all its people in achieving organizational objectives
Customer relationship management (CRM) is a multifaceted process, typically mediated by a set of information technologies, that focuses on creating two-way exchanges with customers so that firms have an intimate knowledge of their needs, wants, and buying patterns
CRM helps companies understand and anticipate the needs of current and potential customers
Total Quality Management (TQM) is an integrative approach to management that supports the attainment of customer satisfaction through a wide variety of tools and techniques that result in high-quality goods and services
ISO 9000 is a series of quality standards developed by a committee working under the International Organization for Standardization to improve total quality in all businesses for the benefit of producers and consumers
Computer-integrated manufacturing (CIM) encompasses a host of computerized production efforts linked together to optimize the production process
Flexible factories are manufacturing plants that have short production runs, are organized around products, and use decentralized scheduling
Lean Manufacturing means an operation that is both efficient and effective; it strives to achieve the highest possible productivity and total quality, cost-effectively, by eliminating unnecessary steps in the production process and continually striving for improvement
Successful organizations—and that includes the successful managers within them—do not sit still. They do not follow rigid models but maintain structures, systems, organizational designs, and relationships that are adaptive—always sensitive to changes in their environment and able to respond quickly, efficiently, and effectively to them. Their managers focus constantly on exceeding customer expectations and on continuous quality improvement, designing their systems and structures to help them do just that.