CHT is a firm that is customer focused, and we recommend that it should be structurally organized around its clients. One of the advantages of selecting a customer structure is that it will allow CHT to focus on customization, which will increase customer loyalty and provide a more in-depth relationship between the client and CHT. In addition, the customer structure adds value to products, services and solutions. CHT has a vision of being the client’s trusted advisor while not being a low-cost provider and its structure should be aligned with that vision. While there are some disadvantages to a customer structure, such as the ability to measure customer profitability. CHT has plans to combat those disadvantages, which include developing a metric for determining how to identify the profitability of each individual project, prior to accepting it. There will be procedures in place to ensure that projects are managed with the specified timeframe so that the firm may realize the full profit from any given project.

We recommend that CHT should be a balance of centralized and decentralized. Some units of CHT should be decentralized to allow for daily decision-making and responsibilities be made by appropriate levels of management (please see enclosed organizational chart). The advantages of being a decentralized organization is that it allows units to stay close to clients and markets, increases the speed of decision-making and responding to issues and units may perform its responsibilities more seamlessly. Decentralization motivates and empowers employees by giving them clear direction of expectations and rewards and also allows multiple units to work in parallel on similar problems and experiment with different options and solutions.

There are some disadvantages to a decentralized structure that CHT will need to recognize and put procedures in place that are