Optimizing Organization Design E-Book

Ronald G. Capelle

• Herausgeber: John Wiley & Sons
• Kategorie: Fachliteratur
• Sprache: Englisch

Seitenzahl: 611

Veröffentlichungsjahr: 2013

Beschreibung

Optimizing Organization Design offers a comprehensive resource and valued guide for anyone interested in improving organization performance. The book presents an approach to optimizing organization design that is based on over 100 large scale projects and 23 research studies that have been completed by Capelle Associates over the past 25 years. In addition, the book includes insightful comments from executives on their success in using this approach. Capelle's research and client experience reveal that optimizing organization design leads to better financial performance, customer satisfaction and employee engagement. It can provide a competitive advantage and a significant return on investment. It can also become the foundation of both strategy implementation and human resources management. Capelle shows that organization design includes the alignment of a number of critical factors, including positions (vertical and functional); accountabilities and authorities (managerial and cross functional); people; deliverables and tasks. He shows that manager - direct report alignment is the single most important organization design variable. His research also shows that it is suboptimal nearly half the time. This is a horrendous waste of talent and capability, but also provides a significant opportunity for improvement in organization performance. Optimizing Organization Design clearly explains how to implement organization design improvements. This approach includes people change management, project management, and a cascading, iterative approach that is based on teams and involves education, doing real work and feedback. In addition, Optimizing Organization Design includes special sections on the role of the Board of Directors, project management, process management and compensation. In addition, the author has included four case studies and a useful glossary.

Leseprobe

Table of Contents

Title Page

Copyright

Dedication

List of Research Studies

Acknowledgments

Introduction

Chapter 1: Why Organization Design Matters

Employee Satisfaction

Customer Satisfaction

Financial Performance

Competitive Advantage

Significant Return on Investment

Foundation of Strategy Implementation

Foundation of Human Resources Management

Client Experience

Research Support

Special Topics

Conclusion

Chapter 2: Organization Design Assessment

Organization Systems Functioning Model

Organization Systems Change Model

Organization Alignment Model

Vertical Alignment of Positions

Functional Alignment of Positions

Aligning Accountabilities and Authorities

Aligning People with Positions

Aligning Deliverables

Aligning Tasks

Organization Design Principles

Conclusion

Chapter 3: Organization Design Implementation

Objectives of an Organization Design Implementation

Organization Design Implementation Components Model

Organization Design Implementation Process Model

Organization Design Implementation Principles

Strengthening the Organization Design Implementation

Internal-External Team Approach

Conclusion

Chapter 4: An Overview of the Process

Initial Discussion, Proposal, and Contract

Assessment, Report, and Meetings

Implementation

Sustainment

Chapter 5: Additional Topics of Importance

The Role of the Board

Project Management

Process Management

Compensation

Chapter 6: A Call to Action

Appendix A: Client Experience

The Other Projects

Executive Comments

Appendix B: Research

Overview of Capelle Associates Research

Research Papers

Appendix C: Case Studies

Allstate Insurance Case Study

Canadian Pacific Case Study

Capital Power Case Study

Royal Ottawa Health Care Group Case Study

Glossary

References

About the Author

More from Wiley

Index

Cover design by Jeff Puda

Cover image: © imagewerks/Getty

Copyright © 2014 by Ronald G. Capelle.

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Library and Archives Canada Cataloguing in Publication

Capelle, Ronald G., 1948-, author

Optimizing organization design : a proven approach to enhance financial

performance, customer satisfaction and employee engagement / Ronald G. Capelle.

Includes index.

Issued in print and electronic formats.

ISBN 978-1-118-76373-5 (bound).—ISBN 978-1-118-76382-7 (pdf).— ISBN 978-1-118-76379-7 (epub)

1. Organizational change. I. Title.

HD58.8.C36 2013 658.4′06 C2013-904508-2

C2013-904509-0

To Karen, Geoff, and Graeme

List of Research Studies

Capelle Associates Research Paper #1

Optimizing Organization Design: Improvements in Manager–Direct Report Alignment, Financial Performance and Employee Satisfaction (January 1, 1999)

Capelle Associates Research Paper #2

Optimizing Organization Design: Improvement in Employee Satisfaction (March 1, 2000a)

Capelle Associates Research Paper #3

Optimizing Organization Design: Improvements in Manager–Direct Report Alignment, Employee Satisfaction and Customer Satisfaction (June 23, 2000b)

Capelle Associates Research Paper #4

Optimizing Organization Design: Improvements in Manager–Direct Report Alignment and Employee Satisfaction (March 1, 2000c)

Capelle Associates Research Paper #5

Optimizing Organization Design: Improvements in Manager–Direct Report Alignment, Leadership and Direction, and Employee Commitment (March 1, 2000d)

Capelle Associates Research Paper #6

The Information Processing Capability of an Employee and the Job Grade of a Position: Is There a Relationship? (Oct 16, 2000e)

Capelle Associates Research Paper #7

Information Processing Capability, Time Span, and Job Grade (Sept 14, 2000f)

Capelle Associates Research Paper #8

Appropriateness of Compensation, Overall Employee Satisfaction, and Employee Satisfaction with Compensation: Review of 20 Organizations (March 28, 2003a)

Capelle Associates Research Paper #9

Organization Design, Manager–Direct Report Alignment and Organization Performance in Canadian Private Sector Companies: Results from Surveys of CEOs and Heads of Human Resources (March 28, 2003a)

Capelle Associates Research Paper #10

Task Alignment: A More Micro Organization Alignment Approach (Dec 16, 2004a)

Capelle Associates Research Paper #11

Equitable Differential Pay Scale for the Canadian Market (Mar 9, 2004b)

Capelle Associates Research Paper #12

Relationship between Time Span, Compensation Span, and Actual Compensation: Review from 57 Organizations (June 23, 2005a)

Capelle Associates Research Paper #13

Organization Design: From Improvement to Decline (Sept 27, 2005b)

Capelle Associates Research Paper #14

Manager–Direct Report Alignment Is Directly Related to Employee Satisfaction: A Review of 30 Organizations (March 15, 2005c)

Capelle Associates Research Paper #15

Organization Design, Manager–Direct Report Alignment, and Employee Satisfaction (Oct 26, 2011)

Capelle Associates Research Paper #16

Manager–Direct Report Alignment, Delegation and Compensation from Capelle Associates Benchmarking Database (July 10, 2012a)

Capelle Associates Research Paper #17

Capelle Associates Employee Satisfaction Questionnaire (July 5, 2012b)

Capelle Associates Research Paper #18

Relationship among Time Span, Self Span, and Compensation Span from Capelle Associates Benchmarking Database (July 30, 2012c)

Capelle Associates Research Paper #19

Relationship among Manager–Direct Report Alignment, Delegation, and Compensation from Capelle Associates Benchmarking Database (Aug 1, 2012d)

Capelle Associates Research Paper #20

Span of Control and Employee Satisfaction from Capelle Associates Benchmarking Database (Aug 9, 2012e)

Capelle Associates Research Paper #21

Manager–Direct Report Alignment and Employee Satisfaction for an Analyst Role (Aug 7, 2012f)

Capelle Associates Research Paper #22

Manager–Direct Report Alignment and Employee Satisfaction in Three Organizations (Aug 9, 2012g)

Capelle Associates Research Paper #23

Potential Annual Cost Savings from Organization Design Assessments (August 22, 2012h)

Acknowledgments

A book such as this is not the output of just one person. I have been influenced by the writings of those who came before me; by teachers, mentors, colleagues, clients, and family along the way; and by current friends, colleagues, clients, and family who have directly contributed to this book. It is not possible to acknowledge everyone, but I will attempt to provide some highlights.

The foundation of who one is goes back to parents, family, and community. Within this framework one develops values and skills that serve as the basis for later development. I studied psychology and obtained a BA (Honors), MA, and PhD (with a primary focus on clinical counseling psychology and a secondary focus on organizational psychology) degrees. Along the way, I worked for a year with the Manitoba Department of Education in Winnipeg under the direction of David Hemphill and John Banmen, received training in California with Carl Rogers, and led and completed published research on encounter groups. During my PhD program, I had numerous internships in clinical counseling settings, and learned much about groups and organizations at NTL Institute.

During an internship in family therapy at the Hospital for Sick Children in Toronto, I was supervised by three psychiatrists, each with a different orientation (one more psychoanalytic, one more systems oriented, and one more eclectic). The therapy sessions were videotaped and I had a supervisory meeting with Paul Steinhauer, an outstanding therapist and an even better person. He asked me for my diagnosis of the family to which I had been assigned. I responded that the identified patient was one of the two sons (issues at school, etc.), but the real issue was that the mother and father had conflict that was not resolved. The mother was angry and confrontational and the father was passive and withdrawn. Paul Steinhauer said, “I agree with your assessment—and how are you contributing to their problem?” I was naturally taken aback. However, he was right. I was taking an individual focus with the mother, with the idea that I was helping her to develop insight. However, when one looked at the system (the family), it was not changing. The father was sitting back, pleased that he didn't have to do anything, and the family system stayed stuck. This insight was a profound one: it taught me the difference between the individual and the system.

As I was finishing my PhD dissertation and becoming certified as a psychologist (CPsych), I worked with a small industrial-organizational psychology firm in Toronto under the supervision of David Jackson. I learned a lot, and developed a strong friendship with Dave.

I set up my own practice in 1977, which developed an organizational focus. I realized that I didn't know enough about business so I completed the process necessary to become a Certified Management Consultant (CMC), a Certified Organization Development Consultant, and a Certified Human Resources Professional (CHRP).

In 1979, I wrote Changing Human Systems, in which I developed a framework for human systems: individual, interpersonal, group and family, intergroup, organization, interorganization, and community. The book focused on how human systems function, how they change, and the role of a third party in the change process. My view was that the disciplines in each of these areas functioned as silos with a different language, that this was dysfunctional, and that the similarities were greater than the differences. Therefore, I believed that integrated models would add value.

My practice in the first 10 years included management training and performance management. However, my primary interest was on large scale organization change—how does one help to improve the performance of a whole organization or a major part thereof? I became more involved in working with organizations that wanted to improve performance, and started to develop methods for both the assessment of organizations and the implementation of agreed improvements.

In the late 80s, I met Elliott Jaques. He and his colleagues developed an approach to understanding organizations and the people within them that was not confined to some ivory tower but was grounded in real field research. While there are many facets to this approach, I believe that its foundation is a measure of the complexity of work (time span) and a measure of individual information processing capability. This approach has had various names over the years, including “Stratified Systems Theory,” and most recently “Requisite Organization.” Elliott was a teacher and mentor, and also a colleague and friend. While my firm has changed some aspects of this approach for our practice, and developed numerous additional aspects, Elliott's core concepts remain part of its foundation.

Our firm expanded in the early 90s when I hired Chris Becker. He joined as a business student and then left a few years later with an MBA and Certified Management Consultant designation. He helped to develop our approaches to assessment and implementation, and also laid the foundation for our research. Research has been an important part of our practice throughout. This stems at least partially from my PhD training and valuing the relationship between professional practice and research.

Dwight Mihalicz joined the firm in the late 90s and continues to work with us. Dwight provided consulting services, was accountable for our marketing, oversaw our research, and was the General Manager of the firm until 2010. Dwight was instrumental in further developing our implementation approach and materials. Raymond Daigneault joined the firm in the early 2000s. He is providing consulting services, and has recently taken over the general manager duties. He has contributed to the further enhancement of our implementation approach and materials. Other consultants have included Karen King and John Young, who continue with the firm; Charlotte Bygrave, who has left; and Chris Harcourt Vernon, who unfortunately passed away far too soon. Other key staff who have provided important support over the years include Donna Lalonde, Sandra Rayner, and Christine Rothman.

Part of the substance of this book comes from material that we have developed as part of our client work. Dwight Mihalicz and Raymond Daigneault have made significant contributions to this. They have also taken the lead in preparing our case studies. For these studies, I thank our clients. Bob Lavery, who joined the firm in the early 2000s and leads our assessment and research function, has played a significant role in most of the research that we have done, including the research papers in this book.

I would like to thank those who reviewed drafts of this book. Their insights have added great value. They include Ken Craddock, Raymond Daigneault, Jerry Gray, Ruth Hubbard, Owen Jacobs, Karen King, Herb Koplowitz, Dwight Mihalicz, and Paul Tremlett. I would also like to thank Ken Shepard and the Global Organization Design Society for support of this book.

The worth of an approach to organization performance has two proofs. The first is the research that supports it. This book provides considerable support of this nature. The second is in the executives who have implemented it and obtained the desired benefits. While some of these benefits may be quantitative, many are qualitative.

While I am sometimes disappointed that so few executives seem to get that organization design is important, and fewer still take the initiative to do it well or do it at all, I believe that we have been blessed with clients who have worked with us. By and large, they tend not to be in organizations in serious trouble. On the contrary, they tend to have (a) higher capability (which we will define in the book), (b) an internal sense of excellence that drives them to be the best and not settle for the (easier) status quo, and (c) a moderate risk-taking orientation.

It is only through working with clients, and doing related research, that one can really develop theory, research, and practice. We are grateful to our clients for the opportunities they have provided. While it is not possible to mention them all, I have listed some with whom we have worked most intensively. These are in reverse chronological order:

Gerry Savaria and Vadim Motlik (LS Travel Retail)

Fred Green, Peter Edwards, and Bob MacIntyre (Canadian Pacific Railway)

Brian Vaasjo and Peter Arnold (Capital Power Corporation)

Don Lowry and Robert Petryk (EPCOR)

Naseem Somani and Pierre Belanger (Gamma-Dynacare)

Jim Baumgartner and Joan Mitchell (Moneris Solutions)

Claude Lamoureux and Bob Bertram (Ontario Teachers' Pension Plan)

Mike Donoghue and Eric Pickering (Allstate Insurance)

Paul Lucas and Ruth Kemp (GlaxoSmithKline)

Isadore Sharp and John W. Young (Four Seasons Hotels and Resorts)

Keith Ambachtsheer (K.P.A. Advisory Services)

Dale Reeson (Canadian Tire)

Ruth Hubbard (Revenue Canada and Public Service Commission of Canada)

Robert W. Pearce and April Taggart (BMO Financial Group)

George Weber (International Federation of Red Cross and Red Crescent Societies, Canadian Dental Association, Royal Ottawa Health Care Group)

Derek Fry (Visa)

Keith Willard (Zeneca)

Michael J. Brophy (Baxter and

The Globe and Mail

)

Peter C. Reid (Fulcrum Technologies)

Bob MacPhee (Canadian Passport Office)

Naturally, while many have contributed to this book, I remain accountable for all errors of omission and commission.

Introduction

Everything that we measure has improved markedly. Our financial performance is up. Our customer service scores are up. Our employee morale and the general attitude around all of this is up … I can say with just absolute conviction that getting the organization design right … has been fundamental to the improvements around this place.

—Robert W. Pearce, President and Chief Executive Officer, Personal and Commercial Client Group, BMO Financial Group, September 2002

You want to improve your organization performance, and it is getting more difficult to do so. Customers are becoming more knowledgeable and demanding. Competition is increasing. It is more difficult to recruit, fully engage, and retain employees. Strategies and business plans are developed, but they don't always deliver the expected outcomes. There are difficulties in growing revenues and reducing costs that make it more difficult to hit financial performance targets.

What if there was an approach that could help you to deal with all of these issues? What if this approach was supported by extensive research and had been successfully used by executives for the past 25 years? The good news is that there is such an approach. The better news is that this book will show you how to use it to improve your organization performance. By using our insights and methods, you can

improve financial performance (both short term cost savings and longer term financial improvement)

improve customer satisfaction (better organization design supports better customer focus)

improve employee satisfaction (this can include engagement and retention)

develop competitive advantage (some competitive advantages can easily be copied; this one requires capability and commitment and can be better sustained)

achieve a significant return on investment (while all improvements require investment, this one provides a significant return)

improve implementation of strategy and business plans (organization design provides the foundation for strategy implementation)

improve human resources performance (this approach provides the foundation for human resources management)

Our comprehensive approach provides methods for both assessing organization design and implementing improvements. You will learn about the key factors in assessing organization design:

Align positions vertically and functionally: Learn about a proven method to determine how many layers your organization should have and place every position in the appropriate layer. Learn why the manager–direct report alignment is the single most important organization design factor… and why it is wrong about half the time.

Align accountabilities and authorities (both managerial and cross functional): Learn how to break down organization silos and develop a better alternative to matrix organization.

Align people to positions: Learn why the information processing capability of an individual is critical to matching people to positions and for promotion, and how you can use it to improve employee satisfaction and performance.

Align deliverables to positions: Learn why employees are often doing work below their pay grade—and what you can do about it.

Align tasks to positions: Learn why professionals spend about 50 percent of their time doing work you could pay someone less money to do at least as well—and free up professionals' time to do the more complex work they should be doing.

You will learn about the key factors for implementing organization design improvements:

project scope, structure, and process

project management

people change management

best practices for aligning positions, accountabilities and authorities, people, deliverables, and tasks

a cascading iterative process, with natural work teams, including education and training, real managerial work, and feedback

sustainable improvement through systems improvement and skill development

For the past 25 years, we at Capelle Associates® have focused exclusively on helping executives improve organization performance with our Optimizing Organization Design® approach. During that time, we have completed more than 100 comprehensive organization design assessments and been involved in the implementation of many of the resulting agreed recommendations. We consider research to be a fundamental part of our practice and have completed 24 research projects (one of which was previously published). This book is a synthesis of this experience.

Anyone with an interest in improving organization performance should find value in this book. Individuals who would find value in this include all executives and managers, particularly heads of organizations and business units; heads of Human Resources and related specialists (this model provides a framework for all human resources systems and practices); strategic and business planners (this book provides the foundation for strategic implementation); organization design professionals; project management professionals; process management (e.g., Lean and Six Sigma) professionals; members of boards of directors; management consultants; individuals involved in mergers and acquisitions; and organizational development professionals.

In Chapter 1 you will learn why organization design matters: how it is related to financial performance, customer satisfaction, and employee satisfaction. You will learn about how it can provide competitive advantage, a significant return on investment, and a foundation for strategy implementation and for human resources management. If someone claims that a method or program improves organization performance (as we are claiming), we believe that two types of evidence are important. The first is that executives have judged it to have been successful. I have included comments by many of them in this book. The second is that there is research demonstrating its effectiveness. We have the results of 24 research studies, 23 of which are published here for the first time.

In Chapter 2 you will learn about organization design assessment, or how organizations function. Our view is that organizations can be thought of as stratified human systems. Understanding an organization as a human system has tremendous power for understanding how it functions and changes, as well as providing linkages to strategy. I introduce systems models for this purpose. Understanding them as stratified (with the levels differentiated by compensation and title) means that there is a hierarchy, i.e., there are manager positions accountable for direct report positions. Therefore one should have a good method for determining how many levels there should be in an organization, and what the optimal vertical alignment should be. I believe that the best work in this area comes from Jaques (1996) and his colleagues. In particular, there are two aspects that have strong research support and are fundamental to our practice. The first is a measurement of the complexity of work called “time span.” The second is a measure of individual capability called “information processing capability.” These are complementary work–person factors that provide a foundation for understanding the nature of work and of working relationships in an organization.

I discuss models and practices for the optimal alignment of several parts of the system. This includes the optimal alignment of positions (vertically and functionally), accountabilities and authorities (managerial and cross functional), people, deliverables, and tasks. Our Optimizing Organization Design® approach is about far more than moving boxes on an organization chart. Rather, it is about the “content,” i.e., the parts of an organization and their alignment. We use models to help understand organization functioning. It should be noted that a model is a representation of reality, but not the full reality. Organizations are far too complex: no model can represent all aspects of their functioning. However, models can be extremely valuable if they are descriptive (accurately rendering various components), prescriptive (doing it in a particular way, under particular circumstances, is better than offering alternatives), and predictive (anticipating likely outcomes). For example, the complexity of work can be measured by a method called “time span analysis” and organized into levels or strata (descriptive); a manager should be exactly one level or stratum above a direct report (prescriptive); and if a manager and direct report are actually operating at the same level or stratum, the manager will likely micromanage and the direct report will likely not be able to use full capability, resulting in reduced satisfaction and financial performance (predictive).

In Chapter 3, you will learn about organization design implementation or how organizations change. This is more the “process” of the organization design. Change management is required for any organization improvement (e.g., quality, re-engineering, etc.). It is not sufficient to know what you want to change: you have to know how you are going to go about doing it. This chapter includes implementation objectives, an organization design implementation components model, an organization design implementation process model, principles, a specific approach for strengthening the implementation, and discussion of the value of an internal–external team.

In Chapter 4, I provide an overview of the Optimizing Organization Design® approach. This approach consists of four main steps: initial discussion, proposal, and contract; assessment, report, and meetings; implementation; and sustainment. These are important steps for executives and managers to understand, whether they directly lead a project or set up a project that others lead. The degree of detail will vary with the complexity and scope of the organization design initiative. However, a minimal condition should be that each of the steps be considered, and none missed.

In Chapter 5, I describe four topics related to our approach that deserve attention. The first focuses on the role of a board of directors with respect to governance. While our focus is mainly on the organization itself, boards play a critical role that impacts the organization. I believe that boards, in their role related to risk management, should ensure optimal organization design. This tends not to happen.

The second topic is project management. I believe that project management methodology adds significant value in areas such as project definition and scope, work breakdown structures, scheduling, budgeting, and monitoring. However, project management often is extremely weak in areas related to organization design, such as position alignment, accountabilities and authorities (managerial and cross functional), and matching people to positions. I believe that this is a major cause of suboptimal outcomes and numerous failures, particularly in the information systems/information technology field, including large-scale enterprise resource planning (ERP) implementations.

The third topic is process management. While our focus is primarily on positions, accountabilities, etc., I show that our approach is integrally related to process management in three ways. First, our approach provides a framework for the ongoing accountability for processes. Second, our systems model provides a framework for determining macro processes that go across the organization. Third, our task alignment method provides valuable information that can be used in improving micro processes.

The fourth topic is compensation. Time span, as a measure of the complexity or work, is also a job evaluation method, and can be used to determine appropriate compensation. There is research showing that it is strongly related to felt fair pay (Richardson, 1971). I discuss opportunities for organizations to use time span to enhance their approaches to compensation.

In Chapter 6, I provide a call to action. I respond to several reasons we have heard for not optimizing organization design. Hopefully more executives will become aware of, and achieve, the benefits of taking action.

There are also three appendices. Appendix A includes comments by executives of companies with whom we have worked describing their experience with the Capelle Associates approach. In Appendix B we publish for the first time 23 Capelle Associates Research Papers and in Appendix C we offer four case studies. These case studies come from quite different sectors: financial services, power generation, railways, and health care. They are also quite different in the challenges that they overcame. One was a comprehensive organization design improvement that was completed nearly 10 years ago and is still thriving. A second was a large-scale (16,000 employee) improvement that was completed in a high speed, high quality manner. A third involved the splitting of an organization through an IPO (initial public offering) and the creation of a new organization. The fourth was the successful organization design improvement of a health care organization (hospital and other related entities). Health care organizations are among the most difficult to successfully change.

There is also a glossary. Too often, in organizations people use the same word to mean different things. As a result, what seems to be clear communication is not. While our definitions would not necessarily be used by everyone (there are often no universally agreed definitions), they make clear what I mean. Our clients tell us that these operationally defined words help to change the language and culture of their organizations.

In summary, I have set out to demonstrate why organization design matters. Its benefits include improving employee satisfaction, customer satisfaction and financial performance. Organizations that adopt our methods often gain and sustain a competitive advantage. And they build the foundations for both strategy implementation and human resources management. In these pages, I explain organization design assessment or how organizations function. Here, the emphasis is on a systems approach, the alignment of positions, accountabilities and authorities, people, deliverables and tasks. I explain our approach to organization design implementation or how organizations change. Many books focus solely on organization design assessment and leave out this critical area. I elaborate on the full process for optimizing the organization design approach, from the initial meetings to the subsequent sustainment of the organization design improvements. Finally, I show that this approach can help you with several related areas, including the board of directors, project management, process management, and compensation.

Chapter 1

Why Organization Design Matters

Organization design, as we define it, is one of the most powerful tools available for improving organization performance. Our Optimizing Organization Design® approach

is related to better employee satisfaction

is related to better customer satisfaction

is related to better financial performance

can give you a competitive advantage that is more sustainable than most

provides a significant return on investment

provides a foundation for strategy implementation

provides a foundation for human resources management

We define organization design as the relationship of an organization to its environment and the interrelationships of its parts. This includes the alignment of positions, accountabilities and authorities, people, deliverables, and tasks.

Within organization design, there is one factor that is powerful enough to be directly related to improved outcomes. That factor is the manager–direct report alignment. Following on the work of Jaques and his colleagues (Jaques, 1996), the basic idea is that every employee should have a manager exactly one level or “stratum” (our technical term which will be discussed shortly) above. We believe that this precise stratification is a necessary but not sufficient condition for an optimal manager–direct report relationship. Buckingham and Coffman (1999) have conducted significant research showing the importance of relationship with manager and how it is related to productivity, profitability, retention, and customer satisfaction.

The important relationships among these factors have also been demonstrated by Heskett and his colleagues in their development of the service profit chain (Heskett et al., 1994; Heskett, Sasser & Schlesinger, 1997; Heskett, Sasser & Schlesinger, 2003; Heskett, Sasser & Wheeler, 2008). They have shown that there is a relationship between the employee (satisfaction and loyalty); the customer (value equation, satisfaction, and loyalty); and financial performance (revenue growth and profitability). This research is further discussed in Appendix B.

Employee Satisfaction

Productivity in the department has improved, and user satisfaction has increased remarkably while employee morale and team work have shown exceptional gains.

—John W. Young, Executive Vice President, Human Resources, Four Seasons Hotels and Resorts, April 2002

We would expect that better organization design would lead to better employee satisfaction. Organization design provides better manager–direct report alignment (as well as overall better position alignment), better clarity of accountabilities and authorities, better matching of people to positions, and better alignment of deliverables. Any one of these alone might have a positive impact on employee satisfaction. The combination of all or most of them would seem to significantly improve that probability.