Reference from US Department of Commerce
Washington DC

Brian:

I have read your Creating Customer Focused Organizations cover-to-cover. It's the best source I have come across of an understandable (and do-able) approach to IT/business process planning. It's a perfect fit for what we do in my shop...

p.s. I love your writing style... very readable and entertaining. Not like most dry methodology stuff. Keep it up!

Thanks
Rod Smart
Department of Commerce US Govt.
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Dear Brian,

Thank you very much for sending me your book, "Creating Customer Focused Organizations." I found your approach to analysis refreshing because it focused on the external events that drive our businesses and not an internal review. I see value in using the methodology in your book on my current and future projects.

I would like to offer a couple suggestions for future readers. First, the book does not read like a novel due to its technical nature. Second, the complexity of the material required me to reread specific chapters in order to follow the complete concepts. Take your time and understand each chapter, they build on each other. I found the material applicable to the business that I conduct and related to many of the examples you used. I would recommend your book to other professionals in the business of providing customer service.

Michael G. O'Neil
Project Executive
IBM