Case Study: SISU Inc., Canada

Paper Summary:

This paper paper reports on the organizational design of SISU Inc., a manufacturer of premium vitamins and supplements based in Burnaby, British Columbia, Canada. In particular, the paper shows how this company's organizational design and culture contributes to its competitiveness by optimizing customer satisfaction.

Table of Contents:
Introduction
Strategy
Structure and Relevance of Structure
The Fulfillment Team
The Computer Software User Team
The Out of Stock Team
External Environment
Conclusion

From the Paper:

"This strategy is highly relevant as customer service is now recognized as a key factor that differentiates between those companies that fail and those that succeed. After all, customer satisfaction is one of the key factors in ensuring that companies do well. Without customers, there can be no organization. With enough satisfied customers, there can be a successful and competitive organization. Moreover, Jones (2000) points out that modern customers are more knowledgeable and demanding, and that therefore organizations need to shift from being "process-centered" to being "customer-centered"."

Sample of Sources Used:

• Brannick, Michael T., Carolyn Prince and Eduardo Salas (Eds.) (1997). Team performance assessment and measurement: Theory, methods, and applications. Mahwah, NJ: Lawrence Erlbaum Associates.
• Interview with the General Manager of SISU (2007).
• Jones, Coy A. (2000, Summer). Extraordinary customer service management: The critical success factors. Business Perspectives, 12(4): 26.
• Luginbill, Mike. (2000). A Team Approach to Public Social Services Delivery. Policy & practice of public human services, 58(3).
• Nanus, Burt. (1996, May-June). Leading the vision team. The Futurist, 30(3): 21+.

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