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We love to read, think, share and have a point of view. Here’s where you’ll find interesting research, compelling content and practical advice relevant to your work.

Beyond the organisation chart

How is role clarity at the heart of delivering value? When the organisation structure is changed, it represents so much more than just moving boxes around on a document. How can we move away from a focus on those ‘little boxes’ to ensure people have room to do meaningful work? 1. Start with your customers’ journey Don’t start with the organisation chart. Don’t even start with your people! Start with the customer experience. Deeply understanding what your customers want – and need – is the strongest starting point to design roles and structure. In looking at how your services provide... More...