By David A. Wilson (Auth.)

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Allow time, and don’t ask for too much, too soon. Describe how good it will be in the new scenario: sell (that old chestnut) the sizzle, not the steak.

Until the 1990s, nearly all enterprises had hierarchical organization structures, so naturally the reporting structures and the information systems had the same tree-like design. But now there are enterprises that have abandoned hierarchy in favour of flatter, team-based structures. They operate 32 2 Á HOW ORGANIZATIONS HANDLE INFORMATION with reporting structures and information systems that look more like nets than trees. Thus after a decade of moving to flatter structures and re-engineering around business processes and teams, some organizations are still tall and hierarchical, some are flat and networked, but most are still somewhere in between.

3 Give an example of a decision you often have to make at work with inadequate information. What extra information would make the decision easier or safer next time? What IT or other infrastructure could deliver the information you need? 4 Who inside your organization receives the results of your work? Do you regard them as your customers? If you were to ask them how you could improve the quality of service or product that you deliver to them, how would they answer? Do you fear that if you asked them, they would gain at a cost to you?

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