Designing innovation into organizational structure

A comprehensive organizational ethnography was conducted on site. Unobtrusive observations, IDIs’ and other mixed methods were deployed to paint a picture of the organization’s structure, culture, and activities. Stakeholders from customer service operators to board members were interviewed in depth.

A comprehensive roadmap was developed for the organization that depicted the structure, process, and content needed to evolve the organization into one that embraced, celebrated, and acted upon innovation. This included models of funding and governance. The granular report drilled down to job descriptions of key employees.