Benoit Mandelbrot, the mathematician who advanced the field of fractal geometry, demonstrated how patterns repeating at different scales can explain complex systems. In technology services organizations, these fractal principles can be applied to enhance accountability, accelerate decision-making, and drive overall business performance.
Fractals are patterns that repeat at various scales, maintaining a consistent structure regardless of magnification. This phenomenon is visible in natural examples such as snowflakes, coastlines, or lung structures.
In an organizational context, fractal concepts can be applied by replicating similar structures across different levels. For instance, a “two-in-a-box” approach, where two leaders share responsibility for an account, can be implemented throughout the organization. This structure decentralizes decision-making, empowers teams, and enhances agility:
- Company level: CEO and COO
- Regional divisions: SVP and SVP of Operations
- Portfolio level (groups of accounts): BU Managing Director and BU VP of Operations
- Account level (individual customer): Account Manager and Project Manager
This “two-in-a-box” framework can be adapted into three-in-a-box or other configurations that fit the company’s specific needs, such as CEO, COO, and CTO. The essential step is to clearly define the desired customer impact and design responsibilities, with reporting structures that optimize desired outcomes.
Elaxtra Advisors is an M&A and value-creation advisory firm that assists institutional investors, private equity-owned platforms, and strategic acquirers invest and create value in worldwide technology services companies. Please contact us to explore potential partnerships.