Professional Documents
Culture Documents
Employees First Customer Second
Employees First Customer Second
Second
Today, many products and services have become commodities and companies often
distinguish themselves not by what they sell but by how they deliver those products
and services. Yet this fundamental shift in the markets has notyetinduced any
significant change in the way most companies are structured and managed. While
they compete in the 21st century, the majority of todays companies are still
shaped, organizationally, by 20th century management ideas.