Most Enterprises are not physically structured around DOTS (but
perhaps they should be!). Here we see a group of departments for a typical
Enterprise and an illustration of the approximate amount of time each
department spends on Direction, Operation, Transformation and Support.
On the left we see the C-Suite/Board. Their remit is
primarily in setting the Direction of the Enterprise with only small
involvement in Operations, Transformation or Support. The Executive Management
is the glue between that overall Direction and the rest of the Enterprise. In
actuality there tends to be executive management dedicated to certain areas but
overall there is a split. Each spends some time working with the C-Suite/Board
on Direction with the rest of their time split equally between the other three
areas. These are the people accountable for those areas and the important
question POET asks the C‑Suite/Board is “Who is Accountable for
Transformation and Support?”
Moving across to Production, Drilling Oil Wells and Banking.
These are just some examples of Business Specific departments - obviously they
are completely dependent upon the Enterprise in question. These departments are
primarily concerned with Operations - doing the things that provide the value
and satisfy its Mission. They are involved in Direction, Transformation and
Support but only from an as needed point of view. The same is true of Sales
& Marketing and IT Operations although these departments are common to most
Enterprises. Finance and HR are also generally considered to be part of
“Operations” by many Enterprises but thought more as “Secondary” or “Support”
departments (note not Support as defined by DOTS) and while they do spend a lot
of their time working towards fulfilling the Enterprise’s Mission, they also
spend some time dealing with people’s questions and problems and therefore also
fulfil some Support role.
The Customer Support department tends to fulfil two main
roles. Firstly as a channel for Customers to use the services the Enterprise
Provides (for example to submit a meter reading or ask for an insurance quote)
and therefore performs an Operations role. Secondly as a channel for problems
and issues related to the Enterprise’s Products and Services thereby also
fulfilling a Support role. The IT Support department primarily provides for
dealing with and responding to problems and issues.
The Building Services department also tends to fulfil two
roles. Firstly dealing with and responding to problems and issues related to
Buildings and their contents such as fixing lighting and plumbing issues etc,
and therefore plays a Support role. Secondly a transformational role where they
are involved in projects to move people and departments, commission new
premises etc. The IT (projects) department is primarily concerned with
What would your Enterprise
look like if you thought more in terms of DOTS?
Would you change anything?
If so, what would you change and