No matter how often we talk about mobilizing the informal and balancing it with the formal, we have yet to see that topic appear on anyone’s to-do list. That’s because mobilizing the informal is a means to the end of solving performance challenges—and it’s the latter that worries people. It’s important to go beyond the specific examples illustrated thus far and explore a few general performance challenges where we’ve found insights into the informal organization to be particularly helpful:
• Strategic planning
• Innovation
• Cost-cutting
• Culture change
• Customer service

Strategic Planning

This is the ultimate formal process where analytics, decision making, accountability setting, and plan development ...

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