Organization Design: Case Study 6

Redefining IT organization that need to quadruple capacity.

U.S. cable company providing over 20 million consumers with video, high speed Internet access, and local and long distance voice services

In a 75,000 employee services company with 5 major business units the corporate IT function had only 250 people — it was a utility — at a time that IT was needed to serve as a strategic asset and business partner.
As part of this transformation, the culture needed to shift to one of a 'trusted business partner' and staffing was anticipated to triple over two years.
As with all transformations, business continuity could not be jeopardized during the change effort.

Hire and onboard new senior leadership team members including a new CIO.
Reorganize structure to consolidate like responsibilities (e.g., IT Operations) vs. having each customer and product group run separate, siloed organizations for the same functions.
Involve internal customers in decision making and priority setting for IT projects.
Set and widely communicate IT strategy and goals to internal customers, senior executives and IT employees.
Establish IT liaison function and new governance processes to manage workflow through the new organization.

Senior leadership team is 'on the same page' and leading an organization that knows where it is going in the future.
Smoother project transitions between internal IT departments.
Internal customer satisfaction improved dramatically.
Outages and turnaround times have declined.
New structure is scalable to the emerging needs of the business.
Select processes have been streamlined and implemented across operating Divisions of the company.