A former colleague knows you \"know your stuff\" when it comes to organizational
ID: 345292 • Letter: A
Question
A former colleague knows you "know your stuff" when it comes to organizational consulting and asks for your advice about their company's organizational structure. More specifically, he says to you, "we operate in silos-nobody seems to know what anyone else is doing, and recently we've come to learn that our customers often have multiple points of entry and contact into the organization that it often causes great confusion and, quite frankly makes us look like we don't know what we're doing! So, what's the best structure to be more customer focused?" 8. What advice could you give to him regarding where to start? What factors would you suggest he consider?Explanation / Answer
For a customer focused approach, the best organizational structure is a Matrix structure. Generally it is more complicated to implement and complex to manage, it is not suitable for a new organization, as in this structure experience and roles are important and overlapping. But in case of an organization with certain degree of matureness this Matrix structure can do wonders.
It has functional roles with certain other responsibilities, hence in case the additional merging criteria for the whole organization would be customer centricity.
So, all of them will have specific targets, responsibilities towards customer centricity and at the same time plan their functions role in providing better customer experience. At the same time there would be better decisions, more informed functional heads and so the team goals will be more customer focussed.
Factors to consider here are:
Once all these things are in place the leadership should have customer centric goals included in each and every employee. And at the same time build teams with cross functional leadership, each top leader governs multiple departments as a matrix structure. And each functions customer centric parameters are regularly published with all and growth in each is clearly tracked for functional heads.
This will initiate more collaboration and a system based target setting should be done.
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