Even within an organisation, a division could see a similar shift in its own importance in the context of changing business needs. How can such divisions grapple with new expectations?
Hitherto line managers were expected to handle customers, deliver service to customers with their relationship skills and product knowledge. These managers now find that they are required to display a host of new skills. They are now expected to display the ability to understand the new business environment and fine-tune their management style to adapt to the new paradigm. Managers are being called upon to coach and mentor their team-mates to help them perform to their capacity rather than set targets and monitor performance.