Table 1. Changes in the organization of... | Emerald Publishing

Table 1.

Changes in the organization of customer support services

Traditional customer support organization	Emerging customer support organization
Hierarchical structure	Team structure
Management hire for skills	Management hires for attitude, train for skills
Management control of employees	Autonomous and self-organizing teams
Focus on existing products/processes	Focus on outcomes and continuous innovation
Evaluation of people focused on process	Evaluation of people focused on outcomes, innovation, learning and contribution to team
Focus on management of people	Focus on coordination of teams

Traditional customer support organization	Emerging customer support organization
Hierarchical structure	Team structure
Management hire for skills	Management hires for attitude, train for skills
Management control of employees	Autonomous and self-organizing teams
Focus on existing products/processes	Focus on outcomes and continuous innovation
Evaluation of people focused on process	Evaluation of people focused on outcomes, innovation, learning and contribution to team
Focus on management of people	Focus on coordination of teams