Break Down Silos

How to Break Down Silos and Build a Customer-Focused O2C Team


When Darin Ball, Vice President, Credit and Collections, first came to DS Services of America, he found a silo structure separating the components of the 16 employees that make up the order-to-cash process. He transformed the culture of the department, engaged employees, and built a customer-focused team. He credits the success to:

  • Flattening the process structure
  • Aligning goals with other functional teams
  • Striving for inspiration rather than motivation
  • Creating a clear vision that can be supported across the entire company
  • Engaging his staff, because happy employees make happy customers

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