Organization Redesigns Must Start With Customer Experience
Making sure all stakeholders understand how they link back to the customer is an important step in maintaining a customer-centric design for your organization.
Reed Deshler
Organization Redesigns Must Start With Customer Experience
Making sure all stakeholders understand how they link back to the customer is an important step in maintaining a customer-centric design for your organization.
Customer Experience Strategy: Turning Service Failure Into Opportunity
To turn a customer experience failure into an advantage, think through the process of customer recovery and design ways to turn service failure into a strategic advantage.
Want More Accountable Leaders? Clarify Decision Rights
Avoid the confusion arising from a lack of accountability by clearly defining decision rights and making sure people have the required skills to make decisions timely and confidently.
Don’t Over-Focus on External Measurements
Organizations should look both inside and outside their organization to benchmark performance. Examine your measurement systems to see if you have effective means of assessing progress.
Organizational Resilience Series Part 3: Ways of Working
Designing ways of working with humans at the center starts with involving the workforce in the design process itself.
Organizational Resilience Series Part 2: Re-architecting Work to Add Value and Meaning for People
Learn how re-architecting work – deliberately designing work in ways that allow human capabilities to flourish and focus their collective energies – can help create desired outcomes for organizations.
Organizational Resilience Series Part 1: Adaptability
Adaptability is a key component to building a resilient organization that can move forward confidently regardless of what the future holds.
Reaping Benefits, Mitigating Risks in Functional Structures
Functional design provides extensive benefits as well as challenges. To optimize the structure, leaders should ensure that functions operate within scope and that cross-organizational silos are bridged.
The Right Framework and Tools = Successful Transformation
Organization redesigns are often complex, lengthy endeavors, but with the right framework and tools, you can ensure steady progress and achieve a successful transformation.
Populate Your Redesign Team with the Right People
Having a strong team in place can make the difference in achieving a successful organization redesign. These tips can help you determine what characteristics to look for in redesign team members.