Under the Hood: Business UnitySaying that IT has to be aligned with business is easy. Achieving that symmetry takes assertiveness, flexibility and, in some cases, the ability to live in a world turned upside down.
He says the retail chain, which has more than 700 stores, practices "servant leadership," which is literally the organizational pyramid upside down.
This attitude fosters porous interaction among employees and managers. Communication at all levels of the company is encouraged. And the open-door policy isn't limited to senior managers -- it goes all the way to the top. "Our culture is something we are very proud of," says Marshall.
This customer-centric environment ensures that employees have the tools needed for success, he says. For instance, when workers complained that the password management system was time-consuming and inefficient, the IT department acted. "We now have a system that has streamlined and automated the password change management process," says Marshall.