Matrix Management & Customer-Focused Performance

This company was struggling with its matrix management structure and their struggle was having a clear, negative impact on their customers' perception of the company, its brand, products and processes. The negative impact was also spilling over to their field sales and field ops (distribution and service) personnel. We conducted a Value Chain Labs ® with their product managers, operations managers and sales managers, along with input from selected customers and employees, to pinpoint the causes of the problem and address them. The CEO of the company credited this project with significantly reducing the friction within the leadership team, greatly improving their collaboration and decision making, reviving the confidence and cooperation of their field personnel, and creating a more seamless customer experience.


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