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Management Trends
acting on the trends that matter 
 
 
RETHINK (West)Inc.
CHALLENGES of Modern Management
changing CUSTOMER SERVICE paradigm
shift to OUTCOMES and evidence that results arebeing delivered
INFORMED ORGANIZATIONS – others will bebypassed
The AGE OF UNSTRUCTURE
 
 
RETHINK (West)Inc.
Changing CUSTOMER SERVICE Paradigm
FROM the old way
in the mail
limited hours/availability
I’ll check with shipping
in our City/community
this is what we have
we know what you need
mass production - few options
acceptable quality
planned obsolescence
environment costsexternalized
I’ll get a decision for you
TOWARDS a new era
e-mail as we speak
24/7
next day guaranteed
anywhere in world
what do you need - I’ll get it
customers define service/product
customized for niche markets
assured quality
durability
sustainable/responsibleconsumerism
I’m empowered to make decision
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