ORG 5003 Module 1 Organization Design Analysis Example

Eleven Small Title Companies Under One Name: Reading the Structure of a Regional Title and Escrow Firm Before Judging It

Student Name

American College of Education

ORG5003: Organizational Dynamics & Change Management

Module 1 Assignment

Instructor Name

July 6, 2025

The Firm

Harborline Title and Escrow is a composite family-owned title insurance agency and settlement company with 248 employees in 11 branch offices across eastern Pennsylvania and southern New Jersey. It searches property records, issues title insurance commitments and policies as an agent for two national underwriters, prepares settlement documents and conducts closings for home purchases and refinances. Revenue peaked at about $45.6 million in 2021, during the refinancing boom, and fell to about $31.5 million last year as mortgage rates rose and refinancing nearly stopped. Staffing fell only from 271 to 248.

Seven of the 11 branches were once independent agencies, bought between 2009 and 2021. Each acquisition kept its manager, staff and local habits, and several kept their own production software. The founder's daughter, now chief executive, describes the firm as a family of local offices. A structure is a record of past decisions, and Harborline's records a decade of buying companies without ever merging them.

The Formal Structure

The chief executive has three direct reports: a chief operating officer, a chief financial officer and a chief underwriting counsel. All 11 branch managers report to the chief operating officer, a span of 11 that leaves little time for any one branch. Each branch is a complete unit. It has its own closers, who meet clients at the settlement table; processors, who assemble files and prepare settlement documents; and, in seven of the branches, title examiners, who search public records and decide what the commitment must require or exclude. Branches without examiners send searches to whichever branch their manager has an arrangement with. Accounting, information technology and the two underwriting attorneys sit at headquarters.

Each branch manager is measured on the branch's revenue and profit and on the realtor and lender relationships that bring orders in. Nothing in the structure measures turnaround or accuracy across the firm, and no one below the chief operating officer is responsible for how the branches work together.

How Work Actually Moves

Operating data from the past 12 months show what the chart does not. Searches completed per examiner per month ranged from 58 in the slowest branch to 139 in the busiest, a difference of 2.4 times, although the work is essentially the same. Time from order to title commitment ranged from three to nine business days by branch. Post-closing corrections, a common measure of error in settlement work, ranged from 1.1 to 3.9 per 100 files. The four branches still on the older production system had the three highest correction rates.

Interviews with 18 staff members across six branches described a second, informal structure. When a busy branch falls behind, its manager calls a manager they trust at a quieter branch, and a few searches are sent over by email. About 23 percent of searches at the three busiest branches last year were completed this way, by favor, with no record in the production system of who did the work. The senior examiner at one branch, with 31 years' experience, answers questions from examiners across the firm by phone several times a day. None of this appears on the chart, and all of it depends on personal relationships that would not survive a manager's departure.

What the Structure Is

Mintzberg (1980) identified five basic configurations of organizational structure, each with a dominant way of coordinating work. Harborline has the shape of what he called the divisionalized form: semi-autonomous units, each largely self-contained, coordinated from the center mainly by standardizing their outputs, in this case branch revenue and profit. That form suits an organization whose units serve distinct markets and need little from each other. Harborline's branches do serve distinct local markets at the closing table, but the work behind the closing, searching, examining and preparing documents, is standardized, repetitive and the same in every branch, the kind of work Mintzberg associated with a more centralized, machine-like configuration.

Galbraith (1974) argued that organizations facing more uncertainty than their rules and hierarchy can handle must either reduce the information they need to process, by creating slack resources or self-contained tasks, or increase their capacity to process it, through vertical information systems or lateral relations. Harborline chose, without deciding to, the first route: every branch is self-contained, and each carries enough examiners and processors to cover its own peaks. During the boom, when every branch was busy, that slack was used. Now that volume has fallen by almost a third, it is idle in most branches and still short in a few.

Why It Made Sense, and What It Costs Now

The structure was not a mistake when it was built. In 2020 and 2021, every branch had more orders than it could handle, local realtors and lenders wanted to deal with the people they knew, and a self-contained branch could absorb an acquisition without disturbing the rest of the firm. Keeping each acquired agency whole also kept its manager, whose relationships were often what Harborline had paid for. Leaving the branches alone was a sensible trade of efficiency for speed and goodwill.

The trade now runs the other way. Harborline's 19 examiners completed an average of about 84 searches a month last year, roughly 1,600 in all. If the work could be shared across branches at the pace the busiest branch already achieves, about 120 a month per examiner, the firm would need about 13 or 14 examiners rather than 19, and the difference, at a loaded cost of about $62,000 each, is roughly $340,000 a year. Post-closing corrections, at an average of 2.2 per 100 files across about 16,000 files, cost an estimated $148,000 more in staff time, recording fees and occasional underwriter claims, much of it in the branches on the older system.

The Diagnosis

Lawrence and Lorsch (1967) found that effective organizations in complex environments combine differentiation, units that differ to fit their tasks, with integration, deliberate mechanisms that bring those units together. Harborline has differentiation by geography where it is needed, at the client-facing closing table, and also where it is not, in back-office work that is the same everywhere. It has almost no formal integration: the only mechanisms joining the branches are the chief operating officer's crowded calendar, a senior examiner's telephone and managers' favors.

The diagnosis, then, is not that the branch structure is wrong but that it bundles two kinds of work that need different designs. The client-facing work of winning orders and conducting closings benefits from local autonomy and relationships. The production work behind it would benefit from shared capacity, one system and common standards. The structure that let Harborline grow by acquisition is the same structure that now leaves examiners idle in one branch while another falls a week behind. Module 2 examines the culture and informal power that will shape any attempt to separate the two.

References

Galbraith, J. R. (1974). Organization design: An information processing view. Interfaces, 4(3), 28-36. https://doi.org/10.1287/inte.4.3.28

Lawrence, P. R., & Lorsch, J. W. (1967). Differentiation and integration in complex organizations. Administrative Science Quarterly, 12(1), 1-47. https://doi.org/10.2307/2391211

Mintzberg, H. (1980). Structure in 5's: A synthesis of the research on organization design. Management Science, 26(3), 322-341. https://doi.org/10.1287/mnsc.26.3.322