Don’t let structure get in the way of good Service Design

2. April 2009 by Aidan.

In order to design good services (or products) you need to ensure that the structure of your organisation does not get in the way. In most firms there are different departments with specific roles and responsibilities, e.g. Marketing, Design, Engineering, Sales, etc… 

This creates silos within the company and each department may have different objectives and success (& reward) criteria. All of this can get in the way of designing the best product or service.

Successful companies can break down these organisational barriers to really deliver high quality customer focussed offerings and the best way to achieve this is the use of cross-functional teams working together on a single project.

Peter Merholz talks about this in his recent Harvard Business Blog.   

Aidan

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