"EVERY thing is a SERVICE and EVERYBODY is a CUSTOMER."
This is a great idea, but like all great ideas in a bureaucracy, it gets totally distorted to try to fit it into the same old way of doing things. For this to work, the bureaucracy has to be broken up. Instead of having a big company, the company has to be broken up into a multitude of smaller companies. "they decided to create a "Business CIO" for each line of business along with associated support staff" If that was just a title, then it is terrible as it doesn't make the things any different. In order to make that work, that person would have to be able to get outside customers and fire internal customers. "I'm sorry, but my IT department won't do any more work for you. Please go somewhere else."
