Keep the customer at the center of all reengineering decisions from "summary" of Reengineering the Corporation by Michael Hammer,James Champy
The fundamental principle of reengineering is putting the customer first. This means that every decision made during the reengineering process should be guided by the needs and preferences of the customer. By keeping the customer at the center of all reengineering decisions, companies can ensure that they are creating value for their customers and meeting their expectations. When companies focus on the customer, they are able to streamline their processes and eliminate unnecessary steps that do not add value. This allows them to deliver products and services more efficiently and effectively, ultimately leading to increased customer satisfaction. By understanding what the customer wants and needs, companies can tailor their processes to meet those requirements, resulting in a more customer-centric approach to reengineering. Putting the customer at the center of all reengineering decisions also helps companies differentiate themselves from their competitors. By providing superior value and service to customers, companies can create a competitive advantage that sets them apart in the marketplace. This customer-centric approach to reengineering allows companies to stay ahead of changing customer preferences and market trends, ensuring long-term success and sustainability. In order to keep the customer at the center of all reengineering decisions, companies must actively seek feedback from customers and incorporate it into their decision-making processes. This means listening to customer complaints, suggestions, and preferences, and using this information to drive improvements in products, services, and processes. By continuously seeking input from customers, companies can ensure that they are meeting customer needs and expectations, and can make informed decisions that benefit both the customer and the company.- Keeping the customer at the center of all reengineering decisions is about creating value and delivering superior service to customers. By focusing on the customer, companies can drive innovation, improve processes, and create a sustainable competitive advantage in the marketplace. The customer should be the driving force behind all reengineering efforts, guiding companies towards success and growth in an increasingly competitive business environment.
