+353-1-416-8900REST OF WORLD
+44-20-3973-8888REST OF WORLD
1-917-300-0470EAST COAST U.S
1-800-526-8630U.S. (TOLL FREE)


Optimizing Organization Design. A Proven Approach to Enhance Financial Performance, Customer Satisfaction and Employee Engagement

  • ID: 2638690
  • Book
  • 448 Pages
  • John Wiley and Sons Ltd
1 of 3

Optimizing Organization Design: Executive Experience

"With the full benefit of hindsight I can only reiterate the statement I made to you following your final presentation, ′This is the best value for money I have ever experienced from any consultant.′"

—Isadore Sharp, Founder and Chairman, Four Seasons Hotels and Resorts, and author, Four Seasons: The Story of a Business Philosophy

"We are now in the eighth year from the time that you initially supported us with an organization design assessment and implementation ... all of the key foundational organization design principles have remained intact within Allstate ... in 2013, we have been selected by AON Hewitt as one of the Best Employers in Canada ... In addition, over the last three years, we have outperformed the industry on all key performance metrics."

—Eric Pickering, Vice President, Human Resources, Allstate Canada Group

"We have recently been awarded the Great Workplace Award by the Gallup organization. The award positions LS as being one of the most engaging companies in the world. In 2013 only 32 companies globally received this special recognition, with LS being the sole retailer in the group ... we believe that our organization design practices have provided an important foundation for the deployment of our employee engagement initiatives and would like to thank Capelle Associates for their support in that regard."

—Gerry Savaria, President & CEO, LS travel retail North America

"The organization assessment you carried out provided excellent insights, and your recommendations set a baseline for improvements that we have made to the organization. In addition, the implementation consulting support provided us with methods, materials, and training, so we did not have to ′reinvent the wheel.′ There is no question that you have helped us to achieve the significant improvements in our organization."

—George Weber, President & CEO, Royal Ottawa Health Care Group

Note: Product cover images may vary from those shown
2 of 3

List of Research Studies xi

Acknowledgments xiii

Introduction xix

1 Why Organization Design Matters 1

Employee Satisfaction 2

Customer Satisfaction 5

Financial Performance 6

Competitive Advantage 7

Significant Return on Investment 8

Foundation of Strategy Implementation 9

Foundation of Human Resources Management 10

Client Experience 12

Research Support 13

Special Topics 15

Conclusion 18

2 Organization Design Assessment 20

Organization Systems Functioning Model 23

Organization Systems Change Model 28

Organization Alignment Model 29

Vertical Alignment of Positions 32

Functional Alignment of Positions 58

Aligning Accountabilities and Authorities 73

Aligning People with Positions 103

Aligning Deliverables 112

Aligning Tasks 126

Organization Design Principles 135

Conclusion 136

3 Organization Design Implementation 138

Objectives of an Organization Design Implementation 140

Organization Design Implementation Components Model 141

Organization Design Implementation Process Model 150

Organization Design Implementation Principles 155

Strengthening the Organization Design Implementation 157

Internal–External Team Approach 160

Conclusion 162

4 An Overview of the Process 164

Initial Discussion, Proposal, and Contract 165

Assessment, Report, and Meetings 167

Implementation 172

Sustainment 174

5 Additional Topics of Importance 175

The Role of the Board 175

Project Management 184

Process Management 189

Compensation 192

6 A Call to Action 195

Appendix A: Client Experience 201

Appendix B: Research 225

Appendix C: Case Studies 362

Allstate Insurance Case Study 363

Canadian Pacific Case Study 377

Capital Power Case Study 390

Royal Ottawa Health Care Group Case Study 404

Glossary 417

References 430

About the Author 440

Index 441

Note: Product cover images may vary from those shown
3 of 3


4 of 3
Ronald G. Capelle
Note: Product cover images may vary from those shown