SIGNS YOUR STRUCTURE NEEDS TO CHANGE
"Any organization that designs a system (defined broadly) will produce a design whose structure is a copy of the organization's communication structure"
How this shows up to internal & external customers
Now that you know that it's your structure that is driving some of the hardships for your organization, try realigning the work, processes, or tools to fit the outcome you want. Simple changes can have big results.
Source : https://en.wikipedia.org/wiki/Infographic
What you Can Do
Customers have to talk to different people about different issues and often get conflicting answers
A lot of people in your organization are included when communicating outside of it
There is miscommunication or arguing in front of the customer
There is no follow-up with the customer or accountability when things go wrong
Responses to customer needs, solving issues, and building solutions all take longer than they should (or was promised)
Only a few people (or just one) seem to be handling everything while others in the organization sit on the sidelines