The customer as a copilot: Organizational design with the customer in mind!
The fundamental challenge faced by all organizations is that for every dimension you organize around, there is an equal and opposite effect in terms of sub optimization in another dimension. Typically most organizational structures are matrixes and highly optimized by functions rather than customer solution. We group like people together to optimize for the most efficient and effective development, QA, or product organization through formal organizational structure and then we rely own informal networks to align the delivery of these functions on critical strategic initiatives and customer solutions. In other words, we tend to organize ourselves to make life easier for us rather than making life easier for our customers. Ultimately your company does not generate revenue by running highly efficient departments and to focus the majority of our efforts and time on such a goal is self-defeating. It is time that organizations start to organize around optimizing for customer experience and aligning people around solutions rather than functional departments.
In this session, we will explore how to structure your organization with your customers in mind. We will discuss the nature of formal and informal networks in organizations and how simply changing which dimensions are organized informally versus formally through structure and management can yield amazing results in terms of organizational effectiveness and customer satisfaction. We will also address the difference between leadership and management as it relates to control, agenda's and ultimately alignment of people to the right goals, customer focused goals. Lastly we will discuss the impact of organizing around customer solutions has on employee engagement by empowering your people through greater end-to-end task ownership.
I hope you will all join me so I can share with you my experiences in such an organization and how it has forever changed the way I see my work and the companies I work for.
Outline/structure of the Session
Systems thinking: Local optimization versus optimizing for the whole (3mins)
Matrixes Organizations versus Business Units with Product/Solution focus (3mins)
Informal versus Formal Organizational Networks (Communities of practice, networked organizations, etc.) (2mins)
Leadership versus Management (Agendas and goal alignment) (4mins)
Employee Engagement (4mins)
Attendees will walk away with:
Ability to evaluate the optimization trade-offs being made when organizing groups of people
Understanding the nature of leadership (create change) & management (minimize variance) and the need for balance
Using informal networks to as a means to group functional experts
Understanding of end-toned task ownership and how that translates to employee engagement
Senior Leadership, HR Professionals, Organizational Change Professionals, Transformation Consultants,
Experience in a mid to large sized enterprise and legacy matrix organizations will most likely gain the most insight. People from smaller or start-up like organizations are also encouraged to attend to contribute to the conversation and share their own experiences.