In this work on horiziontal maangement, D. Keith Denton writes of the need to delayer modern organizations and push reponsibility and accountability for work down to the lowest levels of the organization -- where the work is being performed.

The emphasis on his customer-driven model is creating employee involvement and empowerment at the level that interfaces with the customer. Denton's background in process management is apparent as he tells of traditional production models which often excluded customer needs and wants -- an American shortcoming that I often attribute to the rise of globalism.

Although the book is nearly 10 years old and out-of-print on Amazon.com, I believe that Denton is a visionary in customer-driven management systems, which makes this book a very important work.

I believe you will find this book to be very easy to read, enjoyable, and thought provoking.