Ron Gunn

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Customer-Focused Teams
Coming Apart at the Seams:

Towards the Coherent Matrix Organization

~ A Fictional Case Study ~

by Ronald A. Gunn. Coypright 2000.

Recent travels in and around the West, the South, and the East have revealed ways in which good faith attempts to be customer-centered and customer-responsive can breed dysfunction. My observations cut across industry boundaries, with fresh lessons drawn from information systems, manufacturing, and government financial management.

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