A quick audio blurb from me on City Shift Finance discussing organizational complexity.
Organizational complexity rarely shows up as a bad org chart. It shows up as meetings called to spur action that an email could have coordinated, as work that stalls because nobody’s quite sure who owns it, and as teams optimizing for their own numbers in ways that quietly make the company’s numbers worse. The damage lands in two places, and both of them walk out the door.
Customers leave because they can’t get great service, and your good people leave out of frustration and learned helplessness. The org chart never shows this, but they will show up as trailing indicators in employee attrition and customer retention reports.
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