Make your matrix operating model go faster. Focus on the customer experience and effective collaboration.


Customer-centric companies are replacing their traditional, functional organizational structures with more dynamic, matrix operating models. This new way of working drives greater focus on the customer, requiring the organization and people to be more agile and innovative. When done right, this shift leads to incremental value for the company.

When a company commits to a matrix operating model, it can no longer allow each business unit or function to simply focus on its individual agenda. Gone are the days of that siloed mindset.

In the new matrix model, dependence on one another greatly increases. An effective transition will create a more flexible and collaborative environment, which leads to better results, faster.

Implementing a matrix structure alone, without focusing on behavior change is counterproductive. In order for an organization to thrive in a matrix, people must understand the needs of the customer and how to effectively collaborate and make decisions; otherwise they will simply act as they did before the change. This alone, creates dysfunction leading to productivity loss.

To realize incremental value for your company, time and energy must be spent on further developing new customer-focused behaviors that enable faster, cross-functional collaboration and decision making.

Proactive organization development can greatly accelerate your transition to a faster matrix operating model. Here are a few actions that companies have incorporated to make their matrix operating models go faster:

  • Educate employees on the various customer segments and types; build and use fictional personas to create a common “customer language” to enable more objective decision making
  • Host customer journey workshops to educate employees on each of the customer touchpoints across your company
  • Help employees understand their new sphere of influence by documenting their internal partners, evaluating the maturity of each relationship and committing to improved collaboration
  • Teach employees how to influence people with varying personality types, motivations and expectations

These are just a few activities that will help align your people to move faster in the matrix operating model.

Partner with Verve Consulting Group to design and execute a forward-thinking approach that helps your matrix move faster by focusing on the customer experience and effective collaboration.


Redesigning your organization? First, tilt your head to the side


Today’s fast-paced, competitive environment requires that organizations be more agile than ever. Businesses need to develop, revise or invest in new organizational capabilities as their strengths evolve to meet the needs of the marketplace.

As a result, many organizations seem to be in a constant state of redesign. Unfortunately, many companies tend to focus on the vertical organization when embarking upon a redesign effort. This narrow application sub-optimizes business performance, particularly in matrix organizations that most companies operate in today.

At Verve Consulting Group, we think of organization design differently than most. Before even thinking about boxes and lines, we start with identifying the results you are after. We then look at the horizontal organization – the way things need to get done most effectively. This requires that you “tilt your head to the side” and look across teams, processes and people.

In the “Culture of Now” where instant gratification is the new normal, companies serve their customers by moving work between departments and teams at light speed. Your organization must be designed to handle these hand offs in a highly collaborative manner.

We use a simple framework to help our clients design for performance:

1 – Create the design strategy by outlining the business drivers, expected results, capabilities and stakeholder needs

2 – Establish the organization operating model that illustrates how work will move through the organization in service of the customer

3 – Construct the new organization by developing structures, jobs, governance and linking performance and rewards to business drivers and expected results

4 – Build and implement transition plans that include the development of teams and individuals

It is extremely important that companies apply a thoughtful approach when redesigning their organizations. By “tilting your head to the side” and focusing on what’s most important – results, you will create better aligned organization that is designed for performance.

Let Verve Consulting Group help you make sense of your matrix organization and redesign it to perform at a higher level.

Don’t throw the baby out with your talent processes

By now, I’m sure you’ve caught on to the recent trend where companies have begun to look inward and challenge their talent processes. This movement started with large companies like Accenture, Adobe and GE publicly advertising that they were planning to get rid of performance reviews.

These bold statements got the attention of business and Human Resources (HR) executives across the globe. In turn, hundreds of companies have started to challenge and test the effectiveness of their talent practices. The reality is that this conversation is not exactly new; it has just been presented in a new, valiant way.

The good news is that it has created a new norm – one where HR teams are spending more time and energy making improvements. The risk is that some organizations may simply replicate what others are doing in an effort to appear relevant and “throw the baby out with the bathwater”.

At Verve Consulting Group, we recognize our clients’ bias for action – we’re wired that way too. However, we strongly advise our client partners to first, fully understand their current pain points by drilling into and isolating the associated root causes. This approach allows for more clear problem solving, which will ensure that you keep what is working and address what is not working.

We use a simple framework to ensure our clients address the most relevant outcomes.

1 – Create the case for change by outlining the necessary shifts in the business and HR

2 – Architect new people expectations and measures by linking behaviors to business strategies

3 – Develop and implement people solutions that will make the most positive impact

4 – Measure new behaviors and their impact on business results

It is extremely important that companies treat their HR processes like business imperatives, because that’s what they are. They aren’t just nice things to do for employees. Avoid the hype and take a thoughtful approach. Make sure that you cherish and nurture those sweet “babies” while pitching the dirty water. More simply put, keep and reinforce the good pieces and improve upon the poor parts of your HR processes.

Let Verve Consulting Group help you further understand what is getting in your organization’s way and most importantly, build an outcome-focused action plan that delivers results.

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Introducing Verve Consulting Group

Verve Consulting Group is a new, modern leadership and organization effectiveness partner that helps our clients align their strategies, grow their people and optimize their results.

We are uniquely equipped to meet the challenges of today’s business environment with clear vision, sound strategy, and broad technical expertise.

Passion, energy, and a deep understanding of people enable us to build enduring client relationships grounded in mutual respect and trust. Together we can accelerate your business results by focusing on leadership, team and organization solutions that optimize performance and create a resilient business for the future.

Business Planning

Goal Alignment

Organization Design

Executive Coaching

Leadership & People Development

Team Development

Organizational Effectiveness

Change Management

At Verve Consulting Group, each and every client is unique and special. We demonstrate our commitment through our relentless focus to align their strategies, grow their people and optimize their results. We do this not only through our talent and experience, but also by bringing our energy and passion to our work every day.