Table Of Content

Interim Report/Worksession ANALYSIS OFTHE BUSINESS MANAGEMENT ORGANIZATION Prepared for Litton Computer Services July 6, 1994 Prepare by INPUT Atrium at Glenpointe 400 Frank W. Burr Boulevard Teaneck, NJ 07666 201-801-0050 Fax: 201-801-0441 Digitized by tine Internet Arcinive 2015 in https://arcliive.org/details/analysisofbusineunse STUDY OUTLINE 1. What are the key issues? 2. How have similarly-situated companies addressed these issues? What can LCS learn from their experience (discussion)? 3. What are the positives and negatives of major alternatives for LCS? INPUT recommendations 4. 1 and 2: Addressed on July 6 3 and 4: Addressed on July 25 LITTON COMPUTER SERVICES Page 1 of 11 OBJECTIVE: SET UP AN ORGANIZATION THAT OPTIMIZES THE MAJOR FACTORS Factors Customer contact functions Prior customer relationships • Services offered (current, potential) • Vendor skills and capabilities Geography Organizational culture f LITTON COMPUTER SERVICES Page 2 of 11 CUSTOMER CONTACT FUNCTIONS Time Function Duration Characteristics of Role Sales Generally Transaction-oriented Finite Service Finite or Project/process Delivery Ongoing management (depends on service) Content-oriented Relationship On-going Large and/or complex and/or Management high-potential accounts Generally, non-technical: Define solutions Aim as high in client organization as possible . LITTON COMPUTER SERVICES Page 3 of 11 CUSTOMER CONTACT ORGANIZATIONAL ISSUES The organization structure Define responsibilities of the jobs that carry out each function Show relationships between functions This is critical, affects day-to-day operations and ultimate success Functional "hand-offs" as customers cross "boundaries" (customers should not be aware of the process — the process should seem natural, occurring as a result of their needs) Cooperation between functions Areas of potential conflict or unnecessary overlap should be identified and managed LITTON COMPUTER SERVICES Page 4 of II BUILDING ON PRIOR CUSTOMER RELATIONSHIPS "Deepening" vs. "Widening" "Deepening": Often feasible to rely primarily on project managers "Widening": Tricky issue. Handling depends on Size, direction of account Capabilities and positioning of project manager Size and criticality of opportunity (to both vendor and customer) ^ LITTON COMPUTER SERVICES Page 5 of 11 Deepening and Widening Customer Relationships New Current Service/ Subsegment Service Widening Deepening T Add-on to Current Service/Subsegment LITTON COMPUTER SERVICES Page 6 of 11