To place decision-making at the closest level possible to the customer, the City of Coral Springs, a US local authority and winner of the 2007 Malcolm Baldrige National Quality Award (Non Profit Sector), managed work and jobs through functional units in departments, designed with a structurally flat organisation. The City Manager's Office managed across the organisation and department directors reported directly to the City Manager, giving customers and employees a more direct link to the City's...

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2.4.1 Design the organisational structure

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