Cross-functional customer-facing teams and structure

Organizations that deliver services in a network economy find themselves in the middle of various touch-points – both outside the organization and interdependencies in the organization. And if the service happens to be an after-work of an ecosystem, it adds another layer of complexity altogether. 

Most organizations find themselves too occupied in the intricacies of department-centric outcomes. An imbalanced organization structure may further magnify the problem by bringing a short[1]sighted approach to achieving shared goals. This further weakens accountability in cross-functional teams leading to trust issues and poor collaboration.

When such organizations scale up, interdependent broken processes magnify its shortcomings resulting in inconsistent services to their end customers. This leads to poor customer experience and brand erosion.

To achieve accelerated growth, it is extremely important to deliver consistent services across all channels, along with sharing and gaining insight from multiple touchpoint on real-time basis- for a seamless interactions across all stakeholders.

OUR APPROACH

First AvocaDO’s approach to establishing cross-functional business processes is solution focused. This is different from the traditional problem-focused approach – wherein the organization design is centered around a line of business or product division. 

Typically for a customer-facing occupation, we begin by asking what do we seek to achieve? Is it focused on generating revenue, improving experience, or improving product line ?

We employ the practices of design thinking in our discovery exercise  to study interactions, information sharing practice, and value stream mapping of various activities. We look at the consistency and relevance of each touchpoint and service levels across various interactions. During all this, we ensure that the people are in the center of all cross-functional design – role, skill and decision making.

At all times, the shared objective of cross-functionality becomes the guiding light for workflow management, service levels, performance, and organization design.

We employ a rigorous feedback loop mechanism during the change process, such that defects and malfunctions are fixed at the onset. Technology for data sharing and collaboration, and automation levers to improve service delivery is also an important aspect of this consulting intervention.

CASE IN POINT

For a Nepalese fintech, we revisited the cross functionality of various departments for a shared objective to improve their customer relationship management.

For a comprehensive understanding of our solution or implementation stories, got to our work section or reach us at hi@firstavocado.com.