ABSTRACT
The first two strategies, customer orientation and process reengineering, are discussed in this chapter; empowerment is discussed in chapter 7 and performance measurement in chapter 8. Strategies of customer orientation most commonly address unsatisfactory interactions between the agency and its stakeholders (Problem 2) and the need for increased customer orientation, which may reshape existing missions or services (Problem 5). Strategies of process reengineering are used to address problems of inadequately meeting those needs (Problem 1), inefficient service delivery processes (Problem 7), and inadequate coordination (Problem 8).
