Designing customer focused organizations is the most important challenge today – according to a survey I conducted on my blog. For this reason I have created a tutorial – distributed as an e-mail newsletter, with links to additional tools and templates. There are seven emails in the series. They cover topic such as:
- Why the design of the organization impacts the customer experience
- How to align the formal structure with the market
- How to create customer-supplier relations between internal units
I try to give practical advice based on both experience and academic research.
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Hi, I am Nicolay Worren. I am currently an associate professor at the Norwegian University of Life Sciences. Before entering academia, I was a management consultant and participated in more than 30 organization re-design projects. I have written a book about organization design (the second edition was published by Routledge in 2018). Let’s stay in touch – I hope you find my newsletter useful!