Listen to the “Voice of the Customer”: Defining how we organize our work starts with listening to the customer — not with studying how we are organized today. Delivering the experience our customers want (and even demand) should ultimately guide how we work as a team across functions and departments. Most senior executives believe that work is organized and delivered by functions and departments, and that functional and departmental excellence therefore ensures performance. They don’t reflect on the big picture — that while each function and department may be doing a good job, the overall (cross-functional, “end-to-end”) process may not work well at all; it might even be dysfunctional, so to speak.
Four Executive Mindsets That Propel Process Improvement - Brad Power - The Conversation - Harvard Business Review

Source: blogs.hbr.org

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