Who 'owns' the Costumer? (Mini-Case Study: 10.2)
Q. What would you suggest in order to solve this intra-organizational conflict?
It is normal that the HQ has a continuous need for ongoing status information and a dialog on strategy and vision at the same time. Hence, I suggest that to solve this intra-organizational conflict and determine who really owns the customer the HQ have to adopt a matrix organizational structure as it will facilitate the responsiveness and effectiveness of participation from different parts of the organization at the same time through maintaining integrity from all sides and levels. Also, to keep all projects constituents on the same page with HQ, ensuring there is no breakdowns in processes and to enhance the communication side a matrix approach shall be followed as well to identify exactly how an individual or a project is communicating with its own stakeholders and customers and determining the communications needs and level.