Between Customer-Centric Business Process & Change Management, Which is the Cart & Which is the Horse?


Share on LinkedIn

No doubt about it, customer-centric process design creates work that’s not supported by existing organizational structures. Should organizational design take the lead and define a customer-friendly organizational structure process can work within – or should process design the work first, with organizational design following?

With your answer, you’re changing, perhaps radically changing, organizational outcomes in sales, marketing and customer service. If organizational design goes first, you’re highly likely to wind up organizing around traditional role definitions, although perhaps with some modification. If you let process go first – and process redesign happens from the customer in – you’re much more likely to need significant restructuring to fully enable new work.

To tack on another question, should there be a default choice, barring extenuating circumstances, or is the answer so context-sensitive that each situation bears individual scrutiny.

Please join the Linkedin discussion thread at

Republished with author's permission from original post.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here