The Customer's Victory

1. Front Matter

   Pages i-vii

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2. Introduction

   1. Introduction

      • François Dupuy

      Pages 1-17

3. The Problem

   1. Front Matter

      Pages 19-19

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   2. The Organization, Concreteness, Complexity

      • François Dupuy

      Pages 21-35

   3. The Customer’s Victory

      • François Dupuy

      Pages 36-51

   4. What is a Bureaucracy?

      • François Dupuy

      Pages 52-71

   5. A Requiem for Bureaucracy

      • François Dupuy

      Pages 72-87

4. The Process

   1. Front Matter

      Pages 89-89

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   2. On the Difficulty of Change and its Management

      • François Dupuy

      Pages 91-104

   3. The Frame of Reference

      • François Dupuy

      Pages 105-127

   4. Listening to Bureaucrats and Changing Bureaucracy

      • François Dupuy

      Pages 128-146

5. Conclusion – Towards New Organizations?

   1. Conclusion – Towards New Organizations?

      • François Dupuy

      Pages 147-152

6. Back Matter

   Pages 153-157

   PDF

Francois Dupuy's book describes and analyses how managers need to understand organisations in order to help them effectively implement the changes necessary to operate in today's competitive environment. Focusing on the need to cooperate, Dupuy provides a diagnostic and a methodology that shows managers how to understand why people do what they do and how they can use this knowledge to implement organisational change.

• complexity
• environment
• managing change
• organization

FRANÇOIS DUPUY is Chairman and CEP of the consulting firm Mercer
Delta France. He was formerly affiliate professor at INSEAD and professor of management part time at Indiana University Kelley School of Business. He also acts as an independent consultant and has worked for major public and private firms worldwide. He was previously a researcher in the French National Centre for Scientific Research, specialising in organisational analysis.

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