Horizontal Management by D. Keith Denton

By D. Keith Denton

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Out of this crisis came a new decentralization strategy designed to enable Brunswick to make better use of its human resources. Jack Reichert, the CEO, eliminated the function of Chief Operating Officer (COO) as well as other top executives. He consolidated eleven divisions into eight and cut the corporate staff from 560 to 220. By 1988, the corporate staff had been further reduced to 185 despite a tripling of sales. Reichert streamlined the reporting channels so that there were only five layers between him and his lowest-level employees.

Usually the joke is in reference to product designers tossing it (the design) over the wall (to production people) so they can then figure out how they can adapt the design so they can product the item. It may be an old joke, but no one is laughing anymore. Product designers and production people are not the only culprits. Marketing doesn't seem to understand what the customer wanted in the first place. The communication links among all these functional areas are inadequate. " Today things are different.

Horizontal Management: The Structure 31 Participative Management 31 What's in a Structure? 33 What's in a Title? 34 Tall and Fat 34 Flat and Focused 36 NOAC 37 Fibers and Networks 39 Page iv Kinks and Fractures 42 Concluding Thoughts 42 Notes 43 4. NOAC: Tracking Communication Flow 45 Met Life's NOAC 48 Service Dimensions 52 Management's Role 53 Concluding Thoughts 54 Notes 55 5. Focus on the Customer: Bringing Outsiders Inside 57 Customer-Based Transactions at American Express 57 Motorola's Customer Satisfaction Process 58 Parameter Design 66 Concluding Thoughts 67 Notes 69 Part III Beyond Customer Satisfaction 71 6.

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