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

When Darin Ball, Vice President, Credit and Collections, first came on board at DS Services of America Inc., he found a silo structure separating the components of the order-to-cash process. AR and collection staffs were located “in windowless cubicles further separated by non-load bearing walls.” The color scheme, he recalls, was “gloomy, as was the mood” of the approximately 160 AR employees. His mission was to transform the culture of the department, engage employees, and build a…