For the exclusive use of A. CO. LLC, 2018.99M019TROJAN TECHNOLOGIES INC.: ORGANIZATIONAL STRUCTURING FOR GROWTH AND CUSTOMER SERVICEGreg Upton prepared this case under the supervision of Professor John Eggers solely to provide material for class discussion. The authors do not intend to illustrate either effective or ineffective handling of a managerial situation. The authors may have disguised certain names and other identifying information to protect confidentiality.Ivey Management Services prohibits any form of reproduction, storage or transmittal without its written permission. This material is not covered under authorization from CanCopy or any reproduction rights organization. To order copies or request permission to reproduce materials, contact Ivey Publishing, Ivey Management Services, c�o Richard Ivey School of Business, The University of Western Ontario, London, Ontario, Canada, N6A 3K7; phone (519) 661-3208; fax (519) 661-3882; e-mail cases© © 1999, Ivey Management Services Version: (A) 1999-08-19In March 1998, a group of Trojan Technologies Inc. (Trojan) employees grappled with the issue of how to structure the business to effectively interact with their customers and to manage the company’s dramatic growth. The London, Ontario manufacturer of ultraviolet (UV) water disinfection systems believed that strong customer service was key to its recent and projected growth, and had come to the realization that changes would have to be made to continue to achieve both simultaneously. The group hoped to develop a structure to address these issues. Marvin DeVries, executive vice-president, was to lead the development and implementation of the new structure. The transition to the new structure was to begin as of September 1998 to coincide with the new fiscal year.THE BUSINESSTechnologySince 1977, the company had specialized in UV light applications for disinfecting water and wastewater. In essence, Trojan’s products killed micro-organisms using high-intensity UV lamps. Water was channeled past the lamps at various speeds, based on the clarity of the water and the strength of the lamps, to achieve the required ‘kill’ rate.Trojan’s UV technology had proven to be an environmentally safe and cost-effective alternative to chlorination, and was gaining wider recognition andThis document is authorized for use only by A BOOK CO. LLC in 2018.


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