The Spider’s Strategy: Creating Networks to Avert Crisis, Create Change and Really Get Ahead

Chapter 8. Create the Organization

In the fall of 1997, I attended the joint franchisee convention for Dunkin’ Donuts and Baskin-Robbins, two brands that are owned by one of the world’s largest chain restaurant companies. As I sat in a cavernous auditorium in a Disney World hotel, Bill Rosenberg, who had founded Dunkin’ Donuts, shuffled onto the stage. He was frail, probably well into his eighties; yet his strong voice belied his appearance as he said, “People don’t build businesses. People build organizations, and organizations build businesses.” The profoundness of Mr. Rosenberg’s insight brings me to the issue of organization design, for companies must rethink their organizations so that they can actually build great businesses in this new ...