Functional vs. Process Organizations

This is a story of how a large telecommunications company became a process organization. The company served both residential and business customers with all their telecommunication needs. To service these needs, the company had to perform various activities. Telephone lines had to be installed when customers moved in to a new location, and uninstalled when they left. Telephone lines had to be maintained, and repaired when necessary. Orders from customers had to be taken, and serviced. The customer service department answered customer questions and dealt with complaints. The sales department called customers with new services, upgrades and promotions.