Optimizing Organization Design – A Proven Approach to Enhance Financial Performance, Customer Satisfaction, and Employee Engagement

<p>List of Research Studies xi</p>
<p>Acknowledgments xiii</p>
<p>Introduction xix</p>
<p>1 Why Organization Design Matters 1</p>
<p>Employee Satisfaction 2</p>
<p>Customer Satisfaction 5</p>
<p>Financial Performance 6</p>
<p>Competitive Advantage 7</p>
<p>Significant Return on Investment 8</p>
<p>Foundation of Strategy Implementation 9</p>
<p>Foundation of Human Resources Management 10</p>
<p>Client Experience 12</p>
<p>Research Support 13</p>
<p>Special Topics 15</p>
<p>Conclusion 18</p>
<p>2 Organization Design Assessment 20</p>
<p>Organization Systems Functioning Model 23</p>
<p>Organization Systems Change Model 28</p>
<p>Organization Alignment Model 29</p>
<p>Vertical Alignment of Positions 32</p>
<p>Functional Alignment of Positions 58</p>
<p>Aligning Accountabilities and Authorities 73</p>
<p>Aligning People with Positions 103</p>
<p>Aligning Deliverables 112</p>
<p>Aligning Tasks 126</p>
<p>Organization Design Principles 135</p>
<p>Conclusion 136</p>
<p>3 Organization Design Implementation 138</p>
<p>Objectives of an Organization Design Implementation 140</p>
<p>Organization Design Implementation Components Model 141</p>
<p>Organization Design Implementation Process Model 150</p>
<p>Organization Design Implementation Principles 155</p>
<p>Strengthening the Organization Design Implementation 157</p>
<p>Internal–External Team Approach 160</p>
<p>Conclusion 162</p>
<p>4 An Overview of the Process 164</p>
<p>Initial Discussion, Proposal, and Contract 165</p>
<p>Assessment, Report, and Meetings 167</p>
<p>Implementation 172</p>
<p>Sustainment 174</p>
<p>5 Additional Topics of Importance 175</p>
<p>The Role of the Board 175</p>
<p>Project Management 184</p>
<p>Process Management 189</p>
<p>Compensation 192</p>
<p>6 A Call to Action 195</p>
<p>Appendix A: Client Experience 201</p>
<p>Appendix B: Research 225</p>
<p>Appendix C: Case Studies 362</p>
<p>Allstate Insurance Case Study 363</p>
<p>Canadian Pacific Case Study 377</p>
<p>Capital Power Case Study 390</p>
<p>Royal Ottawa Health Care Group Case Study 404</p>
<p>Glossary 417</p>
<p>References 430</p>
<p>About the Author 440</p>
<p>Index 441</p>