Organizational Performance and Customer Value

Abstract

While behavior systems analysts have recognized the importance of the consumer of organizational products (i.e., receiving system) in developing models of organizational change, few have offered a systematic assessment of the relationship between consumer and organizational practices. In this article we will discuss how a behavior systems approach can be used to achieve a customer-centered organization through examples and reports from consultation cases. We begin with a performance-based model of customer value, and then consider the general behavioral characteristics of a customer-centered organization. Finally, we will present a seven-phase model of consultation aimed at aligning organizational practices with consumer values.