"Moving from a Hierarchical Structure to a Customer-Focused Team-Based Organization"
Author: Donaghey, Larry, and Laxmi Rao
Published In: Proceedings of the 1997 Educational Conference
Presentation at the 84th Annual Meeting in Orlando, Florida. Discusses the move of Massachusetts Institute of Technology physical plant from a hierarchical, bureaucratic structure with many levels of approval to a flexible, customer-focused, cross-functional, team-based organization. Describes impetus for changing organizational structure, transition process, redesign features, customer benefits, customer service measurements, critical success factors. tools and techniques for facilitating change, and issues and challenges. Includes diagrams, organizational charts, and figures.
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