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Organisational Design: Delivering Solutions, Not Services

In: Value-Based Consulting

Author

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  • Fiona Czerniawska

Abstract

There seems to have been another revelation in the consulting industry recently, with lots of people leaping up shouting ‘we deliver solutions, not services’. At first sight, it seems a pretty cosmetic change — after all, putting together customised services for clients is what has largely fuelled the growth of the consulting industry of the last 20–30 years — but the practical implications are rather more substantial. Creating and delivering solutions on a sustained basis, for entire markets rather than single clients, presupposes that your organisation can redirect its resources as opportunities arise. Rather than having to pull people out of different parts of a rigid organisational structure into one of those unconvincing multi-disciplinary teams where no one has actually worked with anyone else before, the ‘solutions’-based organisation treats its people as a portfolio of different skills, allowing them — amoeba-like — to reform where market needs dictate.

Suggested Citation

  • Fiona Czerniawska, 2002. "Organisational Design: Delivering Solutions, Not Services," Palgrave Macmillan Books, in: Value-Based Consulting, chapter 12, pages 137-150, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-50198-0_12
    DOI: 10.1057/9780230501980_12
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