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Great article Andrew. You are right about the lack of focus being on the customer when some reorganization efforts take place. All to often we see business design that makes sense to the business but neglects the customers needs. I think it really takes the CEO and top management going to the business and spending time in the areas where value is created before they truly understand the requirements for reorganization. The CEO's I advise to do this are gob-smacked by what they find. This really steers their focus to what's important.