Organization Design and Change

  • An international energy & utilities company with close to 30,000 employees was struggling with key business issues including remediating customer-service challenges systemically, identifying expense reduction opportunities, and developing a stronger customer foundation to support US growth
  • Our team introduced an organization design and change initiative that led the project and organization through three key phases of the initiative including:
    • Phase 1 – Creating a case for change, conducting a gap analysis to include interviews with key stakeholders, a customer operating model review, and best practices research on customer service; and high level design that focused on customer functions and organization design options
    • Phase 2 – Detailed design that included a current state review of the customer management process, as well as the identification of improvement opportunities
    • Phase 3 – Implementation that included deployment activities by the new customer organization, the change management team, and the human resources department
  • Managed the organizational redesign of the company’s customer organization to drive customer satisfaction improvements, better position the company for future growth, and reduce operating expenses for a target savings of $4 – 7 million; supported the initiative through multiple work streams through all its phases resulting in a restructuring of 3,000 employees over a 10 month timeframe
  • Follow up work include designing, developing, and delivering a global organization design & change professional development program for the company’s management and professional staff