During a recent conversation with the leaders of a company, we asked them to imagine that their department was not a part of the overall company, but a stand-alone business having to provide value to its customers and make money to continue. Then we asked the question, “How would you organize the company related to positions, roles, and responsibilities? And how would you measure effectiveness?” This is what we call disrupting the org chart.Some leaders had to be reminded that every minute someone is working costs money. They then considered how to measure productivity in service-related areas. They recognized that their employees tend to come to work and most are busy. But they’re not necessarily busy with things that are high-payoff or things that move the needle, related to value and time. They came in to do their job.

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