Organizational Solutions

At RMS, we believe that an organization’s primary purpose is to address effectively the gap between what customers want and what they are able to get. In a competitive market, an organization needs to provide goods and/or services that satisfy customers in a way not done by its competitors. Therefore, RMS’s Organizational Solutions complement our Process Solutions, Workforce Management Technology Solutions, and Implementation Leadership Solutions, as they focus on aligning the organization, its structure, behavior, culture, and management, to meet or exceed customer expectations.

Customer-Focused Organizational Design and Alignment

The primary way that RMS solves organizational issues is by facilitating a team of your employees to design and implement a customer-focused organization. The organizational design phases of this solution include:
  • Documenting Customer and Stakeholder Requirements – Interviewing both customers and stakeholders (including employees) to determine what is expected of the organization, focused on highlighting current gaps in performance;
  • Designing Organizational Process Capabilities – Using the interview data to determine what business processes are needed to address customer and stakeholder expectations, both immediately and in the future; and,
  • Defining Organizational Competencies – Integrating the work of the earlier phases to determine the attitudes, aptitudes, knowledge, and skills required for the organization to be successful.


Figure 1: RMS's Approach to Organizational Design

At the completion of the design phase, we then facilitate the team’s identification and prioritization of the gaps between the organization’s current and desired performance. From this prioritization, the team will create an implementation road map. The road map is not a detailed project plan. Rather, it is a guide to the appropriate timing sub-projects associated with closing the prioritized gaps, taking into account their relative importance and complexity.

Performance Measurement and Dashboards

Though included in our Organizational Design solution, the development of organizational performance measures is often undertaken as a stand-alone project. This type of project works starts with Identifying Organizational Processes (as described on the Process Solutions page). Based on these processes and your strategy we work with a team of your employees to develop a measurement cascade that best indicates the performance of your organization, processes, and employees.


Figure 2: Generic Measurement Cascade

The three levels of the resulting measurement cascade are as follows:
  • An organizational measure tracks how well an organization is performing against its strategy and is function of underlying process measures
    • Multiple processes contribute to organizational success represented by organizational metric
    • Process measures influence organizational measures but cannot be algebraically combined
  • A process measure is directly linked to process’s the real time performance and outcomes
  • A process measure is presented as an organizational measure when a process is of significant strategic importance to the organization
  • Employee measures represent how the employee performs day-in and day-out, and, because of the cascade, links the employee’s work directly to the organization’s strategy.
These projects proceed level by level down the cascade, constantly assuring that the measures developed provide the information most relevant for management decision making. Also often included is the implementation of one or more systems to support the collection and presentation of this information in a "dashboard" system that allows management to drill down to determine and remediate root cause issues.

Implementation Leadership

The final piece of the organizational solutions we provide is oversight and management of the overall implementation road map and its underlying sub-projects. In this way, our clients solve their organizational issues with sustainable change that improves overall performance. Click here for more information on how we aid our clients with Implementation Leadership.

Click here to review our Organizational Successes.