If your organization has only a few functions or “verticals” operating well, but others are not, the overall output of your enterprise is still problematic. Why, because the customer cuts across your organization horizontally.
Any one customer experiences your marketing department, then your sales department, then your scheduling, then your product or service, then maybe some contact with accounting or service. They are touched by all your functions, and if any one of them is poor, to them, the whole company dropped the ball.
I’d rather have “good” performance across all departments, than excellence here and dysfunction there.
What customer experience are your various departments creating and how do they compare?
Truth. For me, the whole game has become about building the culture and competence within the various departments in something that resembles consistency of customer experience as well as throughput capacity between them.