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CEO/MD	
Directors	
Managers	
Workforce	
The	Organisa7on	Structure
CEO/MD	
Directors	
Managers	
Workforce	
Customers	
‘Interac(on’	
The	Customer	Experience	is	dependent	upon	the	
interac7on	with	the	workforce…
Most	Organisa7ons	have	Centralised	Command	
Structures	–	Decisions	get	passed	up	the	Hierarchy	
I	don’t	have	the	
authority	to	make	
that	call….	I	will	
ask	my	Boss	
Customer	makes	
a	request	and	a	
decision	needs	to	
be	made…	
Neither	do	I…	
I	make	the	
decisions…
Most	Organisa7ons	have	Centralised	Command	
Structures	– Decisions	get	passed	up	the	Hierarchy	
I	don’t	have	the	
authority	to	make	
that	call….	I	will	
ask	my	Boss	
Customer	makes	
a	request	and	a	
decision	needs	to	
be	made…	
Neither	do	I…	
This	creates	a	slow	decision-making	cycle	
I	make	the	
decisions…
This	structure	overloads	the	Leadership.	They	have	
less	7me	to	think,	reflect	and	make	decisions…	
You	cannot	think	strategically	if	you	are	forced	to	think	tac;cally	
How	can	I	make	all	
these	decisions?!
High	Performing	Organisa7ons	have	Decentralised	
Command	Structures	
I	can	help	you	with	
that…	
Customer	makes	
a	request	and	a	
decision	needs	to	
be	made…	
I	don’t	need	to	
know	about	it…	
This	creates	a	fast	decision-making	cycle
The	Organisa7on	is	leveraging	the	intellect	of	its	
people	giving	the	Leadership	space	to	think	
I	can	help	you	with	
that…	
Customer	makes	
a	request	–	a	
decision	needs	to	
be	made…	
I	don’t	need	to	
know	about	it…	
I	have	the	space	to	
think	about	the	
‘bigger	picture’	
This	is	what	a	truly	AGILE	organisa;on	looks	like

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