I consider this book to be a practical handbook to business sustainability. A business becomes sustainable only when the customers decide so. The customers decide so, when they are convinced that the business or the firm offers a product that is useful to them (the customers) and the experience of dealing with the firm is very pleasant.
Many a times businesses focus on achieving big leaps in technology development, expanding market reach and global presence etc. All these are glitzy and glamorous, and help the top management to rave about them in every possible occasion! However, despite working on all these, many a businesses fold up and vanish without trace, because of one fundamental reason – losing touch with customers, and the reality surrounding it!
Mr. Gureja has succinctly captured this in this book. Mr. Gureja’s credentials are impeccable! Having risen from the ranks – from the field service to the top floor of an ivory tower is no mean feat to achieve, as a professional. Not many ‘service’ professionals in a product manufacturing (& marketing) companies do so easily!
Having reached the pinnacle, his decision to share his experiences through a structured project based approach in this book is commendable!
The book is based on research and a lot of quality data that has been analyzed. Mr. Gureja perhaps had an option of offering a prescriptive script or a descriptive narration! In my opinion, he has balanced this well.
As a practicing business leader I find this book useful from many different points of view – to begin with, it gives a complete frame work of customer service and its central importance in business sustainability, and more importantly the book clearly talks about the phenomenon of drift – as the business tastes success, what could possibly go wrong with ‘systems & processes’ that moves the business away from its customers!
All of these have been captured through – “Voices”! I find this quite interesting. I also know that while analyzing the hard data, Mr. Gureja has personally spoken to scores of men and women on both sides – the service providers and the customers! Hence his analysis brings to play the human and practical elements of customer service.
The free flowing narrative is very helpful in navigating through the book!
Overall, I consider “Organizational Schizophrenia” to be an important text book that needs to be, not on the book shelf, but on the table and in the travel attache of every top manager and business owner that is interested in sustaining her/his business through retaining customers!
Posted on December 12, 2013 at Amazon