Designing the Building Blocks of a Customer-Facing Organization
Basic analysis included an overview of the company's current organizational strengths and weaknesses, a summary of the core strategic goals of both existing and new product lines, and a current best practice overview.

The team then tackled the most important conceptual questions:

• Composition of the core customer-facing business units, according to customer segment (retail, small business, large corporates) or function (mobile, fixed line, data services, internet services)

• Positioning of the infrastructure unit, which operates, maintains, and installs all network lines and connections

• Division of central support services such as customer service, billing, human resources, accounting, finance, and oversight into either one center or several regional units

• Future role of the corporate center and positioning of core staff functions, such as business development, marketing, and IT

The team put together a blueprint of the main building blocks of the new organization and discussed it with the CEO, who enthusiastically accepted the outline of the new structure and gave a green light for the project's second phase.