Jones Lang Lasalle: Reorganizing Around the Customer

Posted: 8 Sep 2009

See all articles by Ranjay Gulati

Ranjay Gulati

Harvard Business School - Organizational Behavior

Lucia Menzer Marshall

Harvard Business School

Date Written: August 14, 2009

Abstract

Peter Roberts, CEO of Jones, Lang, LaSalle (JLL) Americas division, has been charged with expanding the company's presence in its core geographic markets while simultaneously growing its corporate account business. Roberts and his task force have narrowed their options to two proposals. The first is an enhancement of the account management model put in place in 2001 where independent service units co-existed with an account management group. The second is a realignment of the firm's operations around geography and key accounts. By examining the tradeoffs required by each option, the case illustrates the tensions involved in structuring an organization around product, geography, and key customers. It also explores the importance of aligning strategic choices with organizational architecture.

Suggested Citation

Gulati, Ranjay and Marshall, Lucia Menzer, Jones Lang Lasalle: Reorganizing Around the Customer (August 14, 2009). HBS Case No. 410-007; Harvard Business School Organizational Behavior Unit. Available at SSRN: https://ssrn.com/abstract=1470183

Ranjay Gulati (Contact Author)

Harvard Business School - Organizational Behavior ( email )

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Morgan 317
Boston, MA 02163
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617-495-8554 (Phone)
617-496-6568 (Fax)

HOME PAGE: http://www.hbs.edu

Lucia Menzer Marshall

Harvard Business School ( email )

Soldiers Field Road
Morgan 270C
Boston, MA 02163
United States

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