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Customer-Focused Teams Coming Apart
at the Seams (cont'd)

Assume a business which serves a battery of different customers, each with its own needs, preferences and assumptions about how work gets done quicker, better, cheaper. Assume further that this business has aligned its structure with its customer-centered strategies and systems. By structural alignment, I mean that functional silos have at last been broken down through use of customer-focused teams which are staffed by personnel drawn from various functional disciplines. Let's create a fictional matrix organization, we'll call it E-Markable, which provides products/services to individual teams for First Union, Bank of America, Washington Mutual, Bank of New York, etc., and which are staffed by personnel drawn from various functional disciplines, e.g., marketing/sales, account management, finance, accounting, legal, etc.