Designing and implementing customer-focused functional support teams
The contract services department of a U.S. Department of Energy research laboratory is radically revising how it serves its primary customers--the laboratory research and development staff. The department provides services that include contract research initiation (proposal preparation and contract negotiation) and acquisition of goods and services to support specific research projects. It previously provided these services with approximately 170 staff in four centralized functional units. In reorganizing, the department used a structured analysis and design process to categorize internal customers according to their unique attributes and specific support needs. Concurrently, it identified a number of conceptually distinct customer-focused units that could accomplish the contract processes in different ways and then chose a preferred concept for each customer category. The organizational concepts were designed to enhance customer service and improve staff morale and development opportunities. The new organization will have a total of 10 customer support units as well as other centralized services and activities. It will flatten the organizational structures and encourage more cooperation among contracts staff to meet customer needs for improved timeliness, communication, and teaming with researchers.
Year of publication: |
2009-11-04
|
---|---|
Authors: | Levine, L.O. ; Cejka, C.L. |
Subject: | mathematics, computers, information science, management, law, miscellaneous | RESEARCH PROGRAMS | CONTRACT MANAGEMENT | PROGRAM MANAGEMENT | US DOE | BATTELLE PACIFIC NORTHWEST LABORATORIES |
Saved in:
freely available
Saved in favorites
Similar items by subject
-
Evidence of cost growth under cost-plus and fixed-price contracting
Scott, M.J., (2009)
-
(2009)
-
(2009)
- More ...
Similar items by person