For a coherent strategy to work, then, the organization executing it must be measured as a whole, rather than as parts. In other words, if a company is to have a single strategy, it must be driven by a single P&L.
Organizational design has a direct and significant impact on customer experience. How many companies’ holistic experience is hamstrung by internal competition and slloed thinking? Contradictory business unit incentives and goals make a unified and self-reinforcing corporate strategy nearly impossible.