Linn Johnk, Meera Manahan, Tom Graefe
Every customer-centered design (CCD) organization has at one time or another asked itself some version of this question: "How should we be organized so we can be the most effective customer advocates in our organization?" The CCD community at HP is actively wrestling with this issue. One specific element of the resulting strategy that has emerged is what we call "virtual centralization." HP provides products and services to a vast range of customers around the world. HP as a business has addressed the scope, scale, and diversity of its businesses by creating a hybrid centralized-decentralized structure. This structure supports…
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