CUSTOMER

DEPARTMENTATION
BY
SOURABH
PRITHVI
BALAJI
MADAN
 What is it ?
 Grouping activities so that they reflect a
primary interest in customers .

 Thus , there will be a separate department for

each kind of consumer .

 Business owners and managers frequently

arrange activities on this basis to cater to the
requirements of clearly defined customer
groups .
 Advantages
 It addresses the special and widely varied
needs of customers for clearly defined
services .

 It demonstrates the company’s willingness to

understand the business of its clients .

 The company gains expertise in the business

of its customers .
 Disadvantages

 Difficulty in coordinating operations between

competing customer demands , with each
department craving special attention .

 Requires managers and staff specialties

familiar with customer’s situation .

 Customer groups may not be clearly defined .

 Possibility of Underemployment of facilities

and labour - specialised workers in customer
groups .
Our Firm – NokYeah Mobile Phones
 Our firm is a leading manufacturer of mobile phones
in India .

 As the needs that have to be satisfied by our

excellent products vary from person to person , it is
evident that we need to departmentalise our
organisation based on the customer .

 At the top level , we have identified 2 distinct

customer types – Rural , Urban .

 Within these we have people who would either favour

Basic Communication abilities over Features .
Departmentalisation
President

Rural Sector Urban Sector

THANK YOU
by the team at