Break Down Silos

How to Break Down Silos and Build a Customer-Focused O2C Team

When Darin Ball, Vice President, Credit and Collections, first came to DS Services of America, he found a silo structure separating the components of the 16 employees that make up the order-to-cash process. He transformed the culture of the department, engaged employees, and built a customer-focused team. He credits the success to:

• Flattening the process structure
• Aligning goals with other functional teams
• Striving for inspiration rather than motivation
• Creating a clear vision that can be supported across the entire company
• Engaging his staff, because happy employees make happy customers